The Bank of Jamaica (BOJ) is introducing comprehensive minimum standards to regulate how financial institutions handle customer grievances, addressing longstanding inconsistencies and delays in dispute resolution processes. This regulatory intervention comes as a direct response to the absence of industry-wide standards that has resulted in uneven treatment of consumer complaints across deposit-taking institutions (DTIs).
According to the central bank’s 2025 annual report, the newly developed framework mandates that all DTIs establish robust governance and accountability mechanisms to ensure complaints are addressed with fairness, transparency, and promptness. This initiative represents a critical component of Jamaica’s broader transition toward a Twin Peaks regulatory model, which will separate prudential oversight from consumer protection functions.
Recent data reveals persistent challenges within the banking sector. The Office of Consumer Complaints (OCC), which handles cases escalated beyond individual banks, received 443 complaints in 2025—a slight decrease from 463 the previous year. Nearly half (206 cases) involved account-related issues, particularly concerning electronic banking channels and automated banking machines (ABMs), indicating significant customer difficulties in accessing funds and resolving routine banking problems.
While complaint resolution rates showed remarkable improvement—jumping to 84% in 2025 from 57.4% in 2024—the BOJ emphasized that underlying systemic issues necessitate stronger regulatory action. The absence of uniform standards has created inconsistent complaint handling practices across institutions, prompting enhanced regulatory scrutiny.
The central bank completed development of the new standard in 2025 and plans to issue a consultation paper to the banking industry this quarter before finalizing the regulations. Beyond account-related disputes, the OCC also addressed complaints concerning fraud, loan practices, fee structures, and fund accessibility issues.
Notably, the BOJ reported a temporary surge in complaints related to the Real Time Gross Settlement (RTGS) system during December 2025, attributed to operational challenges during the JamClear®-RTGS transition to ISO 20022 standards. The institution also acknowledged that previous standards implemented for ABMs in 2024 have already yielded improvements in system uptime and recovery durations.
As part of this regulatory overhaul, the BOJ will introduce a structured online complaints intake mechanism requiring customers to submit grievances through a dedicated web-based form rather than written correspondence. This platform will initially be hosted on the BOJ’s website before transitioning to the Financial Services Commission under the Twin Peaks framework.
The OCC’s role is expected to expand significantly beyond complaint resolution to encompass broader market conduct supervision, including a thematic review of financial offerings initiated in October 2025. These developments reflect Jamaica’s comprehensive approach to strengthening consumer protection mechanisms and enhancing financial sector resilience.