Complaints against banks jump 56% in Morocco, but customers win less often

An increasing number of Moroccans are going directly to the central bank to challenge the practices of their bank or a financing company. In two years, the number of cases received rose from 1,459 in 2023 to 3,591 in 2025.

The increase recorded between 2024 and 2025 alone reached 56.3%. However, this rise does not necessarily mean that institutions are committing more irregularities. It may also reflect greater awareness of avenues of recourse and greater ease in filing a complaint.

The share of cases settled in favor of customers fell sharply. It stood at 51% in 2025, compared with 74% the previous year, according to Bank Al-Maghrib’s annual report on banking supervision. Complainants therefore still prevail in a slim majority of cases, but much less often than in 2024.

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Individuals were behind 87% of complaints, the same proportion as recorded a year earlier. Nearly 83% of cases falling within the jurisdiction of the Moroccan Banking Mediation Center were transferred to it.

The increase is no longer limited to major cities. The share of complaints originating from regions other than the main economic hubs rose from 30% to 39%. Bank Al-Maghrib attributes this in particular to its information campaigns conducted with consumer associations and chambers of commerce.

Unserved withdrawals, fees and account closures

Account operations and payment methods each accounted for 28% of complaints. The disputes notably concern bank balances, fees and commissions charged to accounts, difficulties closing accounts, and disputed transactions.

Regarding payment methods, withdrawals debited from accounts but not dispensed by ATMs are among the main grounds for complaints. The use of checks also fuels numerous disputes between institutions and their customers.

Credit terms accounted for 20% of cases. They may concern the granting of a loan, its repayment, the guarantees requested, or the application of contractual clauses. Bancassurance accounted for only 3% of complaints.

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A customer who believes they have been wronged must submit a written complaint to Bank Al-Maghrib, accompanied by documents substantiating their grievances. The case may be filed with the Banking Supervision Directorate, at a central bank branch, or through its electronic complaints platform.

Bank Al-Maghrib may then ask the institution concerned to provide documents and explanations. It may also conduct an on-site inspection when it considers this necessary.

The sharp increase in complaints therefore shows that customers are making greater use of recourse mechanisms. But the decline from 74% to 51% in favorable outcomes also indicates that a growing proportion of complaints does not establish a bank failure or result in a correction benefiting the complainant.