Customer Service
General Directorate of Banking Supervision
Preventive Supervision Department
Banking Services Consumer Protection Section
Public Awareness Bulletin
To obtain the Complaint Form for Customers of Banks and Financial Institutions, [click here].
To Reduce the Risks Associated with Financial Activities, Banks and Financial Institutions Providing Financial Services Must:
Understand the nature of new products.
Keep pace with the latest developments in the banking and financial industry.
Comply with customer due diligence requirements and identify the beneficial owner of any transaction.
Select successful projects for financing.
Obtain financing within their repayment capacity.
Avoid fictitious or nominal transactions.
Comply with Sharia and banking regulations governing the transactions carried out.
Comply with the principles of consumer protection, which can be summarized as follows:
Fair and equitable treatment.
Disclosure and transparency.
Financial education and awareness.
Business conduct and ethics.
Protection against fraud.
Information privacy.
Complaint handling.
Competition.
Conflicts of interest.
Dear Citizen, When Dealing with Banks, Please Observe the Following:
The bank you deal with is your financial advisor. Ask it about any financial information you do not understand.
Be honest when providing information to the bank and accurate when completing any forms.
Carefully read all information provided by the bank and understand the obligations associated with the service or product.
Ask bank employees about any unclear term or condition.
Familiarize yourself with the Sharia guidelines governing the provision of the service or product.
Use the service or product in accordance with the applicable terms and conditions.
Financial services and products carry different levels of risk; choose the ones that suit your financial circumstances.
Request services and products that meet your needs and are within your ability to repay.
Notify the bank of any unauthorized transactions if you discover unknown transactions on your account.
Do not disclose any details regarding your bank account to any other party.
Consult your bank if you experience financial difficulties.
Respond to requests from the bank to update your information whenever required.
Exercise caution when granting a formal power of attorney to conduct financial transactions on your behalf.
Do not sign blank or incomplete forms or contracts.
Obtain copies of all contracts and documents you sign and keep them in a safe place.
Make sure to obtain a deposit receipt when depositing money into your account.
Make sure to return your cheque book when closing your account for any reason.
Keep your banking and personal information confidential.
Do not disclose your PIN or misuse ATM cards, and do not entrust them to others.
Ensure that you use ATM cards only at secure and reputable locations and merchants.
Avoid writing your PIN on your card; memorize it or keep it written in a secure place.
Dear Citizen:
You have access to 37 banks with 678 branches distributed throughout the country.
You have the right to receive a statement of your account from your bank at least quarterly and upon request.
The Central Bank has a specialized section dedicated to banking services consumers. You may contact this section if you have a complaint against any bank or institution you deal with. You can submit your complaint or grievance to this section, which was established specifically to protect the rights of consumers, support public confidence, and ensure the quality of services provided to you.
The section performs the following functions:
Receives complaints from customers of banks and financial institutions subject to the supervision of the Central Bank, as well as correspondent banks.
Contacts the entities against which complaints have been filed and provides them with the details of the complaint.
Reviews and decides on complaints once all relevant information has been completed and informs the complainant of the outcome.
The section does not consider complaints that have already been submitted to the courts.
How to Submit a Complaint
All customers can contact the section to submit their complaints and disputes through the following channels:
Through the designated complaint form available on the Central Bank's website.
By submitting the complaint in person at the reception desk of the Central Bank's headquarters in Khartoum.
By telephone: 0187056673 – 0187056315
By regular mail: P.O. Box 313