Financial Consumer Protection Portal
Welcome to the NBE consumer protection portal. This improved template uses the NBE visual identity, reduces oversized icons, and adds practical guidance to help users submit, track and understand financial consumer complaints more easily.
Contact the Provider First
Consumers should first raise the complaint with the bank, insurer, microfinance institution or payment service provider.
Keep Dates and Responses
Record when the complaint was filed and keep any response received from the institution for follow-up with NBE.
Use a Reference Number
After submission, the consumer should be able to track the case using a complaint reference number.
Get Help Quickly
Support channels should be visible and easy to access, including toll-free call centre, email and portal guidance.
How the complaint process works
A clearer step-by-step journey helps consumers understand what to do before, during and after submission.
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1
Try the financial institution first
Submit your complaint directly to the concerned institution and allow it an opportunity to resolve the matter.
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2
Prepare the required information
Gather your personal details, account or policy information, dates, transaction values and any supporting evidence.
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3
Submit the complaint to NBE
If you are not satisfied with the provider’s response, or no response is received, submit your complaint using the portal.
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4
Receive acknowledgement and track progress
The portal should issue a reference number and allow the consumer to check status updates and respond to any information requests.
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5
Resolution and closure
Once reviewed, the outcome should be communicated to the consumer and the case marked as resolved or closed.
What to prepare
Making this visible reduces incomplete submissions.
- Consumer details: full name, phone number, email address and identification details.
- Institution details: name of the bank, insurer, microfinance institution or payment service provider involved.
- Complaint details: account number, policy number, transaction ID, amount, dates and issue description.
- Evidence: previous complaint lodged with the institution, letters, emails, receipts, screenshots or statements.
- Expected outcome: refund, correction, explanation, reversal, claim review or other remedy requested.
Main complaint areas
Grouping common topics makes the portal easier to navigate and more useful for consumers.
Banks
Accounts, loans, fees, service quality, ATM issues, unauthorised transactions, interest charges and credit reporting.
Insurance Companies
Claims, premium disputes, policy disclosures, delays, cancellations, exclusions and customer treatment.
Microfinance Institutions
Savings, microcredit, collateral, collections, pricing transparency, repayment disputes and consumer treatment.
Payment Service Providers
Mobile money, remittances, wallet issues, failed payments, digital fraud and unavailable payment services.
When NBE can assist
- The institution did not respond within a reasonable time or the response was unsatisfactory.
- The issue concerns a regulated financial product, service or conduct under NBE oversight.
- The consumer can provide enough information and evidence to support the complaint.
Helpful portal improvements
- Smaller, consistent icons for better readability and cleaner visual hierarchy.
- Clear submission guidance, complaint categories, FAQs and support channels.
- Prominent buttons for submit, track and contact actions to improve usability.
Suggested complaint lifecycle
This section can help set expectations on how a case moves through the portal.
Complaint received
The complaint is submitted and a reference number is generated.
Initial review
NBE checks completeness, relevance and supporting evidence.
Investigation or follow-up
Additional clarification may be requested from the consumer or institution.
Outcome communicated
The consumer is informed of the result and the case is closed.
Frequently asked questions
Useful answers help reduce confusion and improve the consumer experience.
Can I complain directly to NBE without first contacting the institution?
The portal should clearly advise consumers to first lodge the complaint with the concerned institution before escalating the matter to NBE.
What if I do not have all the supporting documents?
Consumers should still provide as much information as possible. The portal can request mandatory basic fields and optional supporting attachments.
How do I know the status of my complaint?
The portal should include a tracking feature where users can search by complaint reference number and view the latest status.
Support and contact channels
Make assistance highly visible to improve accessibility and consumer confidence.
Portal Services
Complaint submission, status tracking, guidance and help content.
Responsible Unit
Financial Consumer Protection and Education support channels.