Updated 28 October 2026
To complain to CBK about a bank, first lodge a formal complaint with the bank itself and keep the reference. If the bank’s answer doesn’t resolve it, write to the Central Bank of Kenya (CBK) with full details, the bank’s response and copies of all your correspondence. CBK then hears from both you and the bank and tries to reach an amicable solution. It does not take up cases that are already in court. This guide covers each step, the deadlines banks must meet, what to include and where to send it.
Updated October 2026, from CBK’s published complaints-handling guidance and the Kenya Banking Sector Charter on centralbank.go.ke.
When You Can Complain to CBK
CBK is the second stop, not the first. Its guidance says a customer who is dissatisfied with an institution’s response may write to CBK. Typical cases include:
- A failed transfer, ATM withdrawal or app transaction where money left your account but never arrived, as happened to some customers chasing failed KCB M-Pesa withdrawals.
- A double debit, a wrong charge or interest you didn’t agree to.
- A bank ignoring your complaint or missing its deadlines.
- Credit reference listings you dispute after the bank refuses to correct them.
Complaints about digital loan apps also go through CBK, but harassment and data misuse go to the Data Commissioner as well. See how to report loan app harassment to ODPC and CBK.
Step 1: Complain to Your Bank First
Under CBK’s Prudential Guideline on Consumer Protection (CBK/PG/22), banks must have documented procedures for receiving and resolving complaints. Submit a formal complaint through any of the bank’s channels (branch, email, call centre or app) and give full details: account number, date, amount, transaction reference and what you want done.
What the bank owes you:
| Rule | Deadline | Source |
|---|---|---|
| Acknowledge your complaint | Within 48 hours | CBK complaints guidance; Banking Sector Charter |
| Resolve it | Within 7 working days | CBK complaints guidance; Banking Sector Charter |
| If it needs longer | Tell you, give a timeline and send written updates every 7 days | Banking Sector Charter |
CBK’s 2026 Financial Consumer Protection framework also expects providers to give every complaint a unique reference number and tell you which regulator you can go to if you are unhappy with the outcome. Ask for that reference and write it down.
Step 2: Gather Your Evidence
- Your complaint letter or email and the bank’s acknowledgement (with reference number).
- The bank’s final response, or proof that it never responded.
- Statements, SMS alerts, receipts or screenshots showing the transaction.
- A short timeline: dates you complained, who you spoke to, what they said.
Step 3: Write to CBK
CBK’s guidance asks you to write giving full details of the grievance and the bank’s response, with copies of all relevant correspondence. Address it to:
- Central Bank of Kenya, Haile Selassie Avenue, P.O. Box 60000-00200, Nairobi
- Phone: +254 20 286 0000, +254 20 286 1000, +254 709 081 000
- Email: comms@centralbank.go.ke (general contact on CBK’s contact page)
Mombasa, Kisumu and Eldoret branches and the regional centres also accept correspondence; see our list of CBK branches and contacts.
A simple complaint template
“I hold account [number] at [bank]. On [date] [what happened, amount, reference]. I complained to the bank on [date] (reference [number]). The bank responded on [date] that [summary] / has not responded. I ask CBK to review this and help me obtain [refund / correction / explanation]. Copies of my complaint, the bank’s response and my statements are attached.”
Step 4: What CBK Does Next
CBK appraises the complaint by hearing from both parties, aiming for an amicable solution. It is not a court and cannot award damages like one. You keep the right to sue the bank, but once a matter is filed in court, CBK will not consider it, because only the court can decide it.
Complaints That Belong Elsewhere
| Problem | Where to go |
|---|---|
| Bank or microfinance bank | The bank, then CBK |
| Telco network, airtime or data | Communications Authority of Kenya |
| SACCO | SACCO, then SASRA |
| Insurance claim | Insurer, then the Insurance Regulatory Authority |
If the problem is an overdraft you never meant to use, our guide on how to opt out of Fuliza shows how to switch it off.
Tips Before You Complain to CBK
Most cases are settled at the bank stage, so make that complaint count. Put it in writing, quote the transaction reference and the amount, and say exactly what you want (a reversal, a refund of charges, a corrected CRB record). If you complain by phone, follow up with an email so there’s a dated record. When you then complain to CBK, a tidy file with dates and copies gets attention faster than a long story. Don’t post your account details on social media while the case is open, and never pay anyone who offers to “fast-track” a complaint to CBK: the regulator does not use agents.
Official Sources
Frequently Asked Questions
Can I complain to CBK without going to my bank first?
CBK’s process starts after the bank’s response. Complain to the bank first and keep its reply or proof it failed to reply.
How long does a bank have to resolve my complaint?
It must acknowledge within 48 hours and resolve within 7 working days, or tell you why it needs longer and update you every 7 days.
Does CBK charge to handle a complaint?
CBK’s published guidance does not mention any fee for writing to it about a bank.
Can CBK force a bank to refund me?
CBK hears both sides and works towards an amicable resolution. If you want a binding award, you can go to court, but CBK will then stop handling the matter.
Checked on 28 October 2026 against CBK’s Customer Complaints Handling Mechanism, the Kenya Banking Sector Charter and CBK’s contact page.
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