The Federal Competition and Consumer Protection Commission (FCCPC) has announced that it resolved 9,091 consumer complaints across 30 sectors between March and August, with recoveries for aggrieved customers exceeding N10 billion.
In a statement issued in Lagos, the Director of Corporate Affairs, Mr. Ondaje Ijagwu, confirmed that banking and fintech services accounted for the largest share of consumer grievances.
Breakdown of Complaints
According to the FCCPC, the banking sector recorded 3,173 complaints, topping the list of cases handled during the period.
Fast-moving consumer goods (FMCG) followed with 1,543, fintech accounted for 1,442, while the electricity sector registered 458 cases.
Other sectors included e-commerce (412), telecommunications (409), retail/wholesale (329), aviation (243), information technology (131), and road transport/logistics (114).
The Commission explained that complaints ranged from unfair charges, unauthorised deductions, loan disputes, deceptive marketing practices, poor disclosure of terms, defective products, and delays in redress.
Financial Impact
The Commission stated that the financial services sector recorded the largest impact on consumers with most cases tied to unfair loan deductions, hidden charges, and transaction disputes.
Electricity complaints were largely driven by billing disputes and poor service delivery, while e-commerce grievances reflected issues around refunds, deliveries, and counterfeit goods.
The FCCPC noted that the rise in digital lending and microfinance-related disputes underscores the importance of its recent enforcement actions to regulate digital lenders.
Enforcement and Oversight
The Commission reaffirmed that the publication of sector-specific complaint data is consistent with its mandate under Sections 17(a) and 17(j) of the FCCPA 2018. These provisions empower the FCCPC to enforce consumer protection laws and disclose its enforcement actions to the public.
Commenting on the development, the Executive Vice Chairman/Chief Executive Officer of the FCCPC, Mr. Tunji Bello, said the report captures the daily struggles of Nigerians in accessing essential services.
“These numbers are not just statistics; they tell the story of consumer frustration and the daily challenges Nigerians face in financial services, electricity, and other critical sectors,” Bello said.
He added that the Commission remains committed to holding businesses accountable, ensuring compliance with consumer protection laws, and protecting the welfare of Nigerians through continuous monitoring and enforcement.
Next Steps
The FCCPC urged consumers to continue reporting grievances through its official complaint portal, complaints.fccpc.gov.ng, stressing that every complaint aids in identifying systemic problems and enforcing compliance across industries.
The Commission also disclosed plans to intensify collaboration with regulators in financial services, utilities, and e-commerce to address recurring consumer vulnerabilities.