On a rainy Tuesday in Lagos, I was buying groceries and noticed someone arguing at a POS terminal about high fees and unauthorised charges. The argument reflects common frustrations in Nigerian markets: hidden costs, a loss of trust, and the belief that complaining is useless.
However, consumer complaints are yielding powerful results, thanks to the Federal Competition and Consumer Protection Commission (FCCPC). From March to August 2025, the agency successfully resolved 9,091 cases and recovered over ₦10 billion for wronged consumers. This effort supported Nigerians whose daily lives were disrupted and who were experiencing financial challenges due to these issues.
The Most Common Complaints
By far, the banking sector received the most complaints at 3,173, ranging from unauthorised loan deductions to baffling account fees and disputed transactions. Following banking were Fast-Moving Consumer Goods (1,543), fintech (1,442), and the power sector (458). Other industries like e-commerce, telecoms, and aviation were also prominent sources of complaints.
Think about it: your data plan costs more than advertised, your account is debited without explanation, or your electricity provider ignores your calls about an incorrect bill. These aren’t just irritations; for many, they create significant financial stress. The FCCPC is actively working to correct these problems.
Why These Figures Matter
Recovering ₦10 billion does more than just refund money; it sends a clear message that businesses cannot dismiss service failures, unauthorised deductions, or deceptive marketing as the cost of doing business. As Executive Vice Chairman Tunji Bello stated, these figures represent “consumer frustration, and the daily challenges Nigerians face in essential services.”
The data also reveals where regulation is failing. The fact that banking and fintech dominate in both the number of complaints and the financial losses involved points to significant risks within these sectors and a lack of effective oversight. With high demand for digital loans and app-based payments, the combination of low transparency and high stakes creates a significant opportunity for abuse.
Using Data to Drive Change
The most optimistic part of this report is that its data provides a roadmap for the future. The FCCPC didn’t just list complaints; it categorised them by sector, type (like unauthorised deductions or deceptive marketing), and frequency. This detailed breakdown allows regulators, companies, and consumers to identify the most critical problem areas.
The message to businesses is clear: banks, fintechs, and utility companies must monitor these trends. If customers frequently complain about service delays, you must improve your response times. If unauthorised deductions are a recurring issue, you must provide clearer disclosures. Regulators, particularly the Central Bank of Nigeria (CBN) and the Nigerian Electricity Regulatory Commission (NERC), also have a critical role to play in strengthening their oversight.
The Impact on Everyday Nigerians
For many Nigerians, this initiative is about more than just financial compensation; it’s about having their complaints validated. When you call customer service and get no answer, are overcharged for a product, or have to fight for a refund, these small injustices add up. Seeing the FCCPC recover ₦10 billion confirms that someone is finally listening.
This doesn’t solve everything. The country still needs stronger enforcement, better corporate behaviour, and improved regulations. However, these resolved complaints and financial recoveries are crucial steps forward. Maybe one day, fewer people will have to argue at a POS terminal because more businesses will honour their advertised prices.
In the meantime, if your account has been debited weirdly, or you feel a service provider hasn’t delivered, the FCCPC portal (complaints.fccpc.gov.ng) exists because of stories like this. It proves that your complaint matters.
