The Bank of Tanzania issued a public notice outlining its standard procedure for receiving and handling complaints from consumers of financial service providers that are regulated or licensed by the Bank, as set out in the Bank of Tanzania (Financial Consumer Protection) Regulation 2019 as amended in 2025. The procedure provides for investigations that consider the rights and obligations of both parties and may involve other stakeholders, including law enforcement agencies where necessary. Where a complaint is being handled by another competent authority, the Bank will inform the complainant in accordance with the Regulation. The Regulation also allows a complainant to withdraw a complaint from Bank of Tanzania handling and refer the matter to a court or other competent authority with legal jurisdiction, and the Bank’s complaint resolution service is provided free of charge.
Bank of Tanzania 2025-08-06
Bank of Tanzania sets out complaint resolution procedure for users of regulated financial services
The Bank of Tanzania outlined its procedure for handling complaints from consumers of regulated financial service providers, per the amended Bank of Tanzania (Financial Consumer Protection) Regulation 2019. The process includes investigations considering both parties' rights and may involve law enforcement. Complainants can withdraw complaints to pursue resolution through courts or other authorities, with the Bank's service being free of charge.