Join on WhatsApp
Join on Telegram
Rabat – Bank Al-Maghrib, Morocco’s central bank, has announced the formation of a joint committee with the Moroccan Professional Group of Banks (GPBM) to ensure customer satisfaction.
The move comes in response to a rise in customer complaints regarding the quality of service at banking agencies across the country.
In a letter addressed to the GPBM, Bank Al-Maghrib noted that many customers have expressed dissatisfaction with the treatment they receive from bank employees.
The issue was raised during meetings held last month with the Moroccan Center for Banking Mediation and representatives from various consumer protection organizations.
Bank Al-Maghrib emphasized that the quality of customer service at bank branches is important to customer satisfaction, loyalty, and financial inclusion. The bank added that it also plays a significant role in building trust between banks and their clients, which ultimately enhances the reputation of financial institutions.
The central bank stated that it places huge importance on this matter and said it is committed to taking the necessary actions in coordination with the GPBM to improve customer service and ensure the protection and satisfaction of clients.
Customer complaints against banks have been on the rise in Morocco. Many customers have expressed frustration with the treatment they receive from employees, long waiting times, and disorganization at the agencies.
In addition, many complaints have been made about poor communication and unresolved issues, such as when money is allegedly mysteriously deducted from accounts without any explanation, with banks offering little assistance to resolve the matter.
Another common problem involves ATM malfunctions, where customers attempt to withdraw money, but it does not dispense, yet the amount is deducted from their accounts. It often takes a prolonged period to resolve the issue due to what many describe as inadequate customer service.
