Dans le cadre de la gestion des plaintes, la Bank Nationale d' Angola (BNA) began assessing the conduct of financial institutions on Monday. A process that will take place until July 31, 2024.

The head of the BNA's conduct department, José Moma, announced that the assessment will result in the first ranking that will be published during a public session in January 2025, with the position of each of the 23 banking financial institutions operating in Angola. This instruction guides the creation of a specialized customer service sector within the organizational structure. José Moma indicated that a survey will be made available to financial institutions as part of the online window, in order to respond to customers and combine all the indicators for the required evaluation. The BNA aims to improve the quality of services provided by banking financial institutions to consumers and to encourage the implementation of best practices in complaint management