Moroccan Central Bank Reports Drop in Customer Complaints as Banking Mediation Strengthens

The complaint files eligible for banking mediation have been transferred to the Moroccan Center for Banking Mediation (CMMB) since the fourth quarter of 2019 as part of the strengthening of synergies between Bank Al-Maghrib (BAM) and this center. In total, 114 complaints were assigned to the CMMB for investigation and mediation.

Grievances focused on the operation of accounts make up nearly 41% of the total complaints handled by the Directorate of Banking Supervision. Among them, 43% concern the closing of accounts. Complaints regarding credit conditions represent 27% while those relating to means of payment, particularly the use of checks, represent 15%. The BAM report indicates that nearly 65% of the complaints were closed in favor of the complainants, compared to 72% in 2018.

In 2019, the CMMB had recorded 1,458 complete files for dispute amounts, or nearly 180.4 million dirhams. In total, 645 files were successfully resolved, or 44%. Conversely, 315 files did not result in a mediation settlement agreement, or 22%.

The disputes received focus on debt collection (26%), disputes over accounting entries (20%), account closures (20%), means of payment (12%), document issuance (10%) and bancassurance (4%), it is specified.