Egypt's central bank has issued new guidance on how consumers can lodge complaints against banks, outlining a structured process aimed at strengthening transparency and consumer protection across the financial sector. In a statement released Wednesday, the Central Bank of Egypt (CBE) said customers must first approach their bank using available channels — call centres, websites, email, or in-branch visits — and obtain a complaint reference number. Banks are required to respond within 15 business days. Customers then have an additional 15 days to object if the response is unsatisfactory. If the issue remains unresolved, consumers can escalate the complaint directly to the CBE. Complaints may be submitted in person at the CBE headquarters or online via the regulator's website. Escalated submissions must include the bank complaint's reference number and a copy of the complainant's national ID. Third-party representatives must present a power of attorney, while company-related complaints require submission of commercial registration documents and proof of authorised signatories. The central bank's move comes as part of broader reforms to improve financial inclusion, enforce accountability, and build trust between consumers and Egypt's banking institutions. Attribution: Amwal Al Ghad English Prev 1 of 2 Next
