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Rabat – The banking mediator in Morocco signed two partnership agreements on Thursday in Rabat to make it easier for consumers to resolve disputes with banks and other financial institutions without going to court.
The agreements were signed with the Moroccan Federation for Consumer Rights and the National Federation of Consumer Associations. The goal is to expand access to banking mediation services through a wide network of consumer protection groups across the country.
The meeting took place during a board session of the banking mediator, chaired by the governor of Bank Al-Maghrib, Abdellatif Jouahri. Bouazza Kherrati, head of the Moroccan Federation for Consumer Rights, and Wadie Madih, head of the National Federation of Consumer Associations, attended the meeting.
According to a statement from the banking mediator, the partnerships aim to encourage the use of mediation to settle disputes between customers and financial institutions, including banks, credit companies, payment institutions, and microcredit associations.
Abdelfattah Azraq, the director general of the banking mediator, told SNRTnews that the agreements are designed to bring mediation services closer to people across all regions of Morocco. He said consumer associations will help guide citizens, explain procedures, and also add a link to the mediator’s platform on their websites so complaints can be submitted online.
Azraq said this system will reduce the need for people to travel long distances to file complaints, especially for those living in remote areas.
The banking mediator is a nonprofit institution created by the banking community under the supervision of Bank Al-Maghrib, Morocco’s central bank. It works to resolve disputes through voluntary, free, confidential, and out-of-court mediation.
Kherrati told SNRTnews that most banking-related problems can now be handled more efficiently. He said experience from the past two years shows that “99% of cases were resolved in a short time” through mediation instead of court procedures. He added that this helps consumers recover their rights without legal fees.
Common complaints include poor customer service, unauthorized account openings, refusal to close accounts, loan repayment issues, and unexplained bank charges.
Kherrati also noted that the federation has around 70 member associations across Morocco, which will help bring services closer to consumers.
Wadie Madih said the agreement strengthens an existing partnership and promotes the use of mediation instead of legal disputes. He said more than 50 to 60 consumer “windows” across the country will help receive and track complaints until they are resolved.
