Lodge a complaint.
The Central Bank of Lesotho (CBL) offers consumer complaints resolution service to consumers of financial products and services provided by regulated financial service providers operating in Lesotho. Consumers can be assisted after they have received unsatisfactory responses to the complaints they have lodged against their financial service providers or when their financial service providers take too long to resolve their complaint, more than 30 days. The Bank draws its authority to adjudicate financial consumer complaints from section 49 (1) and (2) of FCP Act 2022. The complaints handling function is set up within Financial Consumer Protection Division.
Complaints Handling Procedures
Consumers who want to lodge a complaint for resolution at CBL are given the following guidance:
- The complainant should submit a signed complaint letter describing the nature of the complaint to the Central Bank of Lesotho in- person or through this email address:
registry@centralbank.org.ls or this postal address:
The Governor
The Central Bank of Lesotho
Corner Moshoeshoe & Airport Roads
P. O. Box 1184
Maseru 100. - The complaint letter should be accompanied by a Complaint Reference Number and complaint feedback letter from a financial service provider against which a complaint is lodged and other supportive documents such as product contracts and account statements.
- The complainant should only lodge a complaint against regulated financial service providers operating in Lesotho. A complainant is advised to verify whether the financial service provider against which he or she wants to lodge a complaint is licensed or approved by the Central Bank.
- The Complainant should only lodge a complaint after they have received an unsatisfactory response to a complaint they have submitted against a financial service provider and in cases where a financial service provider has taken too long to resolve a complaint, more than 30 days.
- The complainant should state his or her contact details such as cell phone number or email address or both through which CBL Complaints officers will contact him or her.
- The Complainant will be contacted through the shared contact details to acknowledge complaint receipt, seek further complaint details, explain complaint handling processes and how and when complaint feedback and updates will be communicated.
- The Complaint closure letter will be issued upon completion of the complaint resolution process.
Contact Details
Email: cpu@centralbank.org.ls
Contact Number: 22232283/2094/2161/2290
