• Benin plans to launch a national financial complaints platform by the end of the first quarter of 2026.

• OQSF-Benin will manage the platform with financial support from Luxembourg cooperation.

• Authorities aim to strengthen consumer protection and trust in digital financial services.

Benin is preparing to deploy a national platform for managing financial sector complaints and claims. Abou Bakary Issiaka, Executive Secretary of the Observatory for the Quality of Financial Services of Benin (OQSF-Benin), announced the project on Friday, January 16, 2026. Authorities scheduled the platform’s launch for the end of the first quarter of 2026.

The platform aims to improve the quality of financial services for consumers. The system will provide users with a single portal to submit and track complaints in disputes with financial service providers. OQSF-Benin will handle claims processing as an independent market actor. The initiative seeks to centralize complaints, improve response times, and strengthen trust between users and financial institutions.

The Agency for Information Systems and Digitalization (ASIN) supervises the project as part of Benin’s public administration digital transformation agenda. Luxembourg cooperation provides financial support and already backs governance and financial inclusion programs in West Africa.

A lever to improve financial service quality

OQSF-Benin monitors the quality of services delivered by financial sector players. The institution evaluates services and rates financial institutions based on transparency, commercial practices, and customer relations. The complaints management platform will generate data on disputes, processing times, and the institutions involved.

Authorities will use this data to guide regulatory actions and improve market practices. Since the December 2, 2024 decree appointing members of OQSF-Benin’s advisory board, the institution has held its first working session in October 2025. The session focused on presenting the 2026–2030 strategic plan, which sets the observatory’s priorities for the next five years.

Public authorities view the platform as a key consumer protection tool. The expansion of digital financial services, particularly electronic money, increases dispute risks and reinforces the need for an accessible and structured grievance framework.

This article was initially published in French by Chamberline Moko

Adapted in English by Ange Jason Quenum