Ghana needs a stronger and more coordinated consumer protection regime as banking customers continue to face challenges ranging from unresolved complaints to unauthorised charges, according to a new report by CUTS International Accra.

The report, The State of the Ghanaian Consumer 2025, said Ghana still lacks a single Consumer Protection Act and a unified institution dedicated to protecting consumers across all sectors.

It noted that the country's consumer protection framework is spread across multiple laws and regulatory bodies, creating gaps in enforcement and leaving consumers vulnerable.

The report also found that consumer rights awareness remains low, with many Ghanaians unaware of the complaint and redress mechanisms available when they experience poor service or unfair treatment. It called for greater public education to empower consumers to exercise their rights.

In the banking sector, the report cited figures from the Bank of Ghana showing that 695 consumer complaints were received in 2023, but only 458 were resolved, leaving 237 unresolved by the end of the year.

Complaints included unauthorised debits, disputed account charges, blocked accounts, ATM-related problems, loan disputes and delays in processing customer requests.

The report further noted that many customers complained about charges incurred when using third-party ATMs because their own banks' machines were unavailable, arguing that consumers should not bear the cost of service failures beyond their control.

It urged stronger regulatory oversight and more effective enforcement to ensure financial institutions uphold consumer rights.