Ver Angola

Banking and Insurance

Central bank registers 208 complaints in the second quarter

The National Bank of Angola (BNA) received, in the second quarter of this year, 208 complaints, which corresponds to an increase of 28.40 percent compared to the previous quarter and a reduction of 19.69 percent compared to the same period of 2022.


According to the complaints presented to the BNA in the second quarter of 2023, "a greater awareness" of consumers may have influenced the data, which demand an improvement in the quality of financial products and services provided by institutions supervised by the central bank.

The document states that the month of May was the most targeted, with 75 complaints, similar to the same period last year, when it registered 91 complaints.

Problems with demand deposit accounts (66) led the list of concerns presented by customers, followed by transfers (28), service provision (22), consumer credit (16), other types of credit (12) , foreign exchange operations (12) and ATM/TPA machines (11).

With regard to the 66 complaints that focused on demand deposit accounts, the reasons were mainly the lack of access to them (59 percent), then undue transactions (31 percent) and others (10 percent).

As for transfers, the problem was essentially related, in operations in foreign currency, to delays (40 percent) and operations not carried out/not recognized (40 percent), followed by "others" (20 percent).

With regard to transfers in national currency, complaints with operations not carried out/recognized (52 percent), followed by slowness in operations (31 percent).

With regard to the provision of services, complaints focused mainly on customer service (82 percent).

The majority of complaints were submitted to the central bank, with 144 of the total, and in the ranking of systemic banking financial institutions an average of 1.8 complaints were recorded per 100 thousand customers, with emphasis on banks BPC, BFA, BAI, Banco Millennium Atlântico, BIC and SOL, and an average of 1.60 in every 50 thousand customers against other banking financial institutions.

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