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BoM: Bank Customers Filed an Average of Four Complaints Per Day in H2 2023

BoM: Bank Customers Filed an Average of Four Complaints Per Day in H2 2023

Mozambican bank customers filed an average of four complaints a day against financial system institutions in the second half of 2023, twice as many as in the first six months.

According to data from the Bank of Mozambique (BoM) released on Monday (12) by Lusa, Banco Comercial e de Investimentos (“BCI”), controlled by the Caixa Geral de Depósitos group, and Millennium bim, owned by the Portuguese group BCP, totalled 209 and 169 complaints respectively, out of a total of 741 complaints received by the central bank.

As a result, BCI and Millennium bim had a complaints index (complaints per 100,000 customers) of 9.15 and 8.58 respectively.

According to the BdM’s global analysis, these were mainly complaints about bank accounts, credit, ATM machines and foreign exchange operations.

The data also shows that the three banks classified with 200,000 to one million clients, South Africa’s Absa and Standard Bank, together with Moza Banco, totalled 28, 51 and 30 complaints respectively.

In the first six months of 2023, customers of the Mozambican financial system filed a total of 349 complaints with the central bank, corresponding to an average of two complaints a day.

The Bank of Mozambique’s list includes complaints about 24 credit institutions and financial companies, including 14 banks, six microbanks, two co-operatives and two electronic money institutions.


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