The Central Bank of Nigeria, CBN, says Nigerian banks refunded N19.2 billion and $329.3 million to customers in 2025 following complaints resolved by the apex bank.
This was disclosed in the CBN’s Annual Report and Statement of Accounts for the year ended December 31, 2025, released on Monday.
According to the report, the CBN received 23,129 complaints from consumers of financial services in 2025. This represents a 10.53 per cent increase from the 20,925 complaints recorded in 2024.
Out of the total, 18,824 complaints were resolved, a 9.36 per cent increase compared to 17,213 complaints resolved in the previous year.
The report showed that total claims in local currency rose to N40.61 billion in 2025 from N17.13 billion in 2024. Foreign currency claims also jumped to $344.2 million from $1.06 million in 2024.
Based on resolved complaints, banks refunded N19.12 billion and $329.3 million to customers in 2025. In 2024, the refunds stood at N9.66 billion and $0.67 million.
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The CBN attributed the increase in complaints to growing public awareness and improved confidence in its consumer complaint resolution mechanism.
During the review period, the apex bank sanctioned financial institutions for regulatory breaches.
It imposed 11 penalties amounting to N1.26 billion for infractions including failure to respond to regulatory queries.
It also slammed 21 penalties totalling N430 million for delays in resolving customer complaints and failure to comply with CBN direc
The CBN Group reported total income of N9.86 trillion in its audited consolidated and separate financial statements for 2025. The bank alone recorded N9.76 trillion.
The bank posted a surplus of N86.81 billion, while the group recorded N108.13 billion. This compares to a surplus of N165.69 billion for the bank and N38.84 billion for the group in 2024.
“In accordance with the provisions of Section 22(1) and (2) of the Fiscal Responsibility Act, FRA, 2007, the sum of N69.45 billion, representing 80 per cent of the 2025 operating surplus, was due to the Federal Government, while the balance accrued to general reserve,” the report signed by CBN Governor, Olayemi Cardoso, state.
