The Reserve Bank of Fiji (RBF) has reported a sharp rise in financial consumer complaints for the second quarter of 2025.
In its latest Complaints Management Bulletin, the RBF revealed that 1,657 complaints were received by Licensed Financial Institutions (LFIs) in the June quarter, a staggering 127.9% increase from the previous quarter and an 8.2% jump compared to the same period last year.
While nearly 98% of complaints were resolved at the institutional level, the RBF itself assessed 11 complaints, two of which were carried over from Q1 and nine new cases, primarily related to banks.
The banking sector saw the most significant increase in complaints, with 1,546 cases recorded, accounting for 93.5% of all complaints in the financial sector.
The top issues included system failures, up by an astounding 889%, driven by a major outage at one bank, customer service marked by delayed responses and poor communication and electronic banking issues involving transfer delays and login problems.
“System outages, poor service and unclear fee structures continue to frustrate customers. Despite improvements, banks must do more to simplify responses and avoid technical jargon,” the RBF said.
In the insurance industry, 56 complaints were lodged, an 8.2% decrease from Q1 but a significant 86.7% increase year-on-year.
The top complaints were increased premium charges, delayed or denied motor vehicle claims, and ongoing issues with customer service.
Credit institutions, meanwhile, received 31 complaints, with less than half resolved (45.2%). Lending-related complaints surged by 250%, often due to loan processing delays and unclear procedures.
