The United Bank for Africa (UBA) disclosed receiving 3,210,708 complaints related to unsuccessful transactions in 2024, marking a 66.3% increase from 1,930,518 complaints reported in 2023.
Data from UBA’s 2024 Sustainability Report, released via the Nigerian Stock Exchange (NGX) today, November 7, 2025, also revealed that the bank resolved 75% of these cases, amounting to 2,090,122 complaints.
The report shows the strategy of UBA to maintain an accessible complaints management platform to address customer grievances efficiently. Despite the high volume of complaints, the total amount claimed by customers for refunds or reimbursements stood at ₦262.8 billion, which, following complaint resolutions, decreased to ₦188 billion.
UBA refunded ₦2.3 billion in 2024, compared to ₦450 million reimbursed in 2023. However, unresolved complaints increased from 107,000 in 2023 to over 1.1 million in 2024. Of these, 218 cases were escalated to the Central Bank of Nigeria (CBN) for intervention, while 1,120,907 remained pending with UBA.
The bank explained its complaints resolution workflow, which aligns with CBN’s regulatory timelines, particularly the mandate that failed “on-us” ATM transactions be resolved instantly and “not-on-us” transactions within 48 hours.
Complaints can be lodged through multiple channels including branches, calls, emails, live chat, and social media, and are tracked through a complaint management platform. According to UBA, complaints are reviewed and resolved at first contact if possible; otherwise, cases are escalated internally. Customers receive notifications at every stage and have the option to dispute resolution or escalate the matter for further investigation compliant with CBN guidelines.
Key Performance Indicators are in place to periodically review and improve complaint handling efficiency, which also informs process improvements across the bank’s platforms and products.
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