The Eastern Caribbean Central Bank (ECCB) announces that its Office of Financial Conduct (OFC) will begin accepting complaints from customers of licensed financial institutions on Thursday, 15 October 2026, marking an important step towards strengthening financial consumer protection across the Eastern Caribbean Currency Union (ECCU).

Members of the public who are customers of licensed financial institutions, which are regulated by the ECCB throughout the ECCU, are eligible to submit complaints to the OFC.

Through the OFC, eligible customers will have an avenue to submit complaints about issues such as unfair treatment, misleading or incomplete information, fees and charges, banking products and accounts, and access to financial services. Where appropriate, the OFC will assess and investigate complaints and facilitate their fair and timely resolution, while maintaining appropriate confidentiality. The service will be provided at no cost to consumers, and legal representation will not be required to submit a complaint.

The OFC is a department within the ECCB responsible for market conduct supervision, with a focus on ensuring that Licensed Financial Institutions (LFIs), including banks, treat consumers fairly and uphold high standards of transparency, accountability and responsible business conduct.

The establishment of the OFC reflects the ECCB’s continued commitment to promoting fair treatment of financial consumers, strengthening accountability within the banking sector and building public confidence in the region’s financial system.

The OFC’s mandate is supported by amendments to the Banking Act, 2015, which establishes the legislative framework for market conduct supervision and strengthens the ECCB’s role in financial consumer protection.

To date, amendments to the Banking Act granting authority to the OFC have been passed in Antigua and Barbuda, the Commonwealth of Dominica, Grenada, Montserrat, Saint Christopher (St Kitts) and Nevis, and Saint Vincent and the Grenadines.

The ECCB encourages consumers to familiarise themselves with the role of the OFC and the avenues available to them when they believe they have been treated unfairly by a licensed financial institution.

Customers seeking information about the OFC or wishing to learn more about submitting a complaint can use the following channels:

Website:

ofcweb.eccb-centralbank.org

WhatsApp:

1 869 660-7889

1 869 660-5635

Email:

ofc@eccb-centralbank.org

This article was originally published by Antigua News Room. Read the original article here: Bank customers now have a free service to report unfair treatment and disputed charges.