Bank Al-Maghrib: Customer Banking Complaints Surge by 56% in 2025
The number of complaints filed by customers of banking institutions with Bank Al-Maghrib saw a significant rise in 2025. According to the 22nd annual report on banking supervision, presented on Tuesday in Casablanca, the Banking Supervision Directorate received 3,591 complaints, compared to 2,298 in 2024, reflecting an increase of over 56% in just one year.
This development indicates a growing trend among users to utilize the complaint and mediation mechanisms set up by the central bank.
Bank Accounts and Payment Methods in the Spotlight
Disputes related to the operation of bank accounts and payment methods are the primary reasons for complaints. Each of these categories accounts for 28% of all cases recorded.
Complaints regarding bank accounts mainly focus on disputed balances, banking fees and charges, as well as account closure procedures.
For payment methods, customers notably report failed ATM withdrawals as well as difficulties related to the use of checks.
Credit and Bancassurance Also Under Scrutiny
The conditions for granting and managing loans represent 20% of the complaints received by Bank Al-Maghrib, while cases related to bancassurance make up only 3% of the recorded complaints.
Individuals remain the primary source of complaints, comprising 87% of the total, a level consistent with that observed in 2024.
Mediation Plays a Central Role
The central bank indicates that nearly 83% of the cases handled by the Moroccan Banking Mediation Center were forwarded for examination under amicable settlement procedures.
This trend underscores the expanding role of mediation in resolving disputes between banking institutions and their clients.
Increased Awareness in the Regions
Geographically, the Casablanca-Marrakech axis remains the main source of complaints, accounting for 24% of the cases, despite a slight decrease. Rabat follows in second place with 18%.
Conversely, other regions of the Kingdom have seen a significant increase in their share, rising from 30% in 2024 to 39% in 2025.
According to Bank Al-Maghrib, this shift can be attributed to awareness campaigns conducted in partnership with regional branches of the CGEM, consumer protection associations, and chambers of commerce, industry, and services.
These initiatives have helped better inform citizens about their rights, complaints procedures, and recourse mechanisms, particularly banking mediation.
Fewer Cases Resolved in Favor of Complainants
Finally, the report reveals that 51% of the cases processed in 2025 resulted in a favorable outcome for complainants, down from 74% in 2024. This decline signifies a change in the nature and complexity of the disputes being handled, while highlighting the growing importance of dispute resolution mechanisms in the banking sector.
