BCI and Millennium bim topped the list of complaints filed by Mozambican bank customers in 2025, during a period in which the financial sector recorded 1,103 complaints, according to data from the Bank of Mozambique (BdM).
According to Lusa, citing the central bank’s report for the second half of 2025, Banco Comercial de Investimentos (BCI), a subsidiary of Portugal’s Caixa Geral de Depósitos, recorded 168 complaints between July and December, after registering 211 in the first half of the year. The institution ended the year with a complaint rate of 6.8 and a portfolio of approximately 2.4 million customers.
Millennium bim, controlled by the Portuguese group Millennium BCP, ranks second, with 84 complaints in the second half of the year, compared to 113 in the first six months. The bank had approximately 2.2 million customers and reported a complaint rate of 5.2.
The report also includes mobile financial service providers, notably Vodacom M-Pesa, which recorded 35 complaints among 13.9 million customers, and M-Mola, with 20 complaints and approximately 10.9 million users.
In total, the BdM received 483 complaints in the second half of 2025, in addition to the 620 recorded between January and June. Even so, the total number of complaints remained below the 1,788 recorded in 2024, the year in which the sector reached an all-time high.
According to the central bank, 37% of the complaints received in the second half of the year were related to credit operations, corresponding to 181 cases. These were followed by complaints regarding bank accounts, with 103 cases; ATM operations, with 100 cases; and transfers, with 36 complaints.
Previous data from the Bank of Mozambique indicate that the national financial system currently comprises 15 commercial banks, 14 microbanks, four credit unions, 13 savings and loan organizations, and more than 2,300 microcredit operators.
The Bank of Mozambique upheld 85% of the complaints filed by financial consumers in 2024, requiring the institutions in question to refund approximately 18 million meticais that had been improperly charged to customers.
