In its recently released 2022 Annual Report, the BoJ confirmed that it received 292 complaints in respect of its licensed deposit taking institutions, representing a near 80 per cent increase in complaints over the corresponding period in 2021. In contrast, 171 cases were recorded in 2021.
The BOJ noted that the predominant complaints were connected in the "account related" category, and continued to be largely related to issues encountered with the increased use of electronic banking channels.
Other complaints included fees and charges, access to funds, and fraud.
The BoJ said it continued to facilitate resolution of complaints submitted; however the resolution rate declined to 77 per cent at the end of 2022, from 80 per cent for the corresponding period a year earlier.
The resolution rate refers to the rate at which banks and other institutions successfully responded to and concluded a matter with the customer.
