Banco de Com\u00e9rcio e Ind\u00fastria (BCI) and Banco de Fomento Angola (BFA) recorded the largest declines in the ranking that evaluates how banks handle customer complaints in Angola\u2019s financial system. The data comes from the latest report by the National Bank of Angola (BNA) on the quality of financial products and services.<\/p>\n
BCI finished last in the 2025 ranking, after falling five positions compared to 2024, when it held 14th place. BFA also posted one of the sharpest declines, dropping from 2nd place in 2024 to 15th position in the most recent ranking.<\/p>\n
Despite these changes, Banco Angolano de Investimentos (BAI) maintained its leadership in the assessment of customer complaint management quality in the first half of 2025, consolidating the position it already held the previous year.<\/p>\n
The BNA ranking is calculated based on four indicators, each scored between 0 and 10 points: operational performance, impact of the customer service area, perception of customers and supervisors, and compliance with regulation.<\/p>\n
BAI achieved an overall quality score of 7.88 points, which represents the average of the four indicators. This score is similar to that recorded in 2024, although there was a drop in the \u201ccustomer and regulator perception\u201d indicator, which fell from 9.44 points in 2024 to 7.65 points in 2025.<\/p>\n
In the remaining indicators, the bank improved its results. In \u201coperational performance\u201d it scored 8.15 points, up from 7.08 in 2024. In the \u201cimpact of customer service\u201d indicator it obtained 7.71 points, while in \u201cregulatory compliance\u201d it maintained the maximum score of 10 points, the same as in the previous year.<\/p>\n
In second place in the ranking is Standard Bank, which climbed two positions compared to 2024, reaching 7.64 points. Banco Sol completes the top three with 6.28 points, also improving its position from the previous year, when it ranked 9th with 5.73 points.<\/p>\n
In terms of the number of complaints, Standard Bank received the highest number of complaints in the first nine months of 2025, with 8,962 customer reports. It is followed by BFA, with 5,932 complaints, and BAI, with 5,383.<\/p>\n
Conversely, Banco de Cr\u00e9dito do Sul recorded the lowest number of complaints during the period, with 13 cases.<\/p>\n
According to the report, the main complaints from customers involve internet banking operations, account irregularities, delays in transfers, customer service issues, slow processing of instructions, difficulties accessing services, and problems with debit cards, ATMs, and payment terminals.<\/p>\n","protected":false},"excerpt":{"rendered":"
Banco de Com\u00e9rcio e Ind\u00fastria (BCI) and Banco de Fomento Angola (BFA) recorded the largest declines in the ranking that evaluates how banks handle customer complaints in Angola\u2019s financial system. The data comes from the latest report by the National […]<\/p>\n","protected":false},"author":3,"featured_media":3493,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[74,69,78],"tags":[],"class_list":["post-9778","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking","category-business","category-featured"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/posts\/9778","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/comments?post=9778"}],"version-history":[{"count":1,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/posts\/9778\/revisions"}],"predecessor-version":[{"id":9779,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/posts\/9778\/revisions\/9779"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/media\/3493"}],"wp:attachment":[{"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/media?parent=9778"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/categories?post=9778"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.negociosdeangola.com\/en\/wp-json\/wp\/v2\/tags?post=9778"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}