A clear, step-by-step guide to raising a problem with your bank, and what to do if it is not resolved.
Most problems with a bank can be put right quickly once the bank knows about them. Knowing how to raise a complaint clearly, and what to do if you are not satisfied, helps you get a fair outcome.
Before you complain
Gather the facts first. This helps the bank understand your case and respond more quickly.
- Your name, account number and contact details
- The date, amount and reference of any transaction involved
- Statements, receipts, text messages or letters about the problem
- The names of staff you spoke to and when, if you know them
- What you would like the bank to do to put things right
Step by step
- Speak to the bank. Visit your branch or contact the bank through its official channels. Explain the problem calmly and clearly. Many issues are settled at this stage.
- Put it in writing. If the problem is not resolved, send a written complaint. Keep it short and factual, attach copies of your evidence and keep the originals.
- Ask for a reference. Request a complaint reference number and the expected time for a response. Note who dealt with you.
- Follow up. If you do not hear back within the time given, contact the bank again and quote your reference.
- Review the response. Read the bank’s final answer carefully. If you accept it, keep a copy. If you do not, ask the bank how to take the matter further within its own process.
- Escalate to the Central Bank. If you have completed the bank’s complaints process and are still not satisfied, contact the Central Bank of The Gambia, which licenses and supervises banks. Information is available at https://www.cbg.gm.
Tips for a strong complaint
- Stick to the facts and keep your letter calm and polite
- Be clear about the outcome you want
- Keep copies of every letter, email and receipt
- Write down the date and time of every call
- Act promptly, especially where fraud may be involved
If fraud is involved
Contact your bank immediately to block your card or account, then report the matter to the police. Ask the police for a reference and share it with your bank.
Where GBA fits in
GBA is the industry association of licensed banks. It is not a regulator, and it cannot investigate individual complaints or see customer accounts. Your bank and, where needed, the Central Bank of The Gambia are the right places to take your complaint.