19/10/2026
REGIONAL WATCH | Complaints to the ECCB's Office of Financial Conduct are now open
Since Thursday 15 October 2026, customers of banks and other licensed financial institutions can take a complaint to the Office of Financial Conduct at the Eastern Caribbean Central Bank (ECCB).
What the Office handles:
– Unfair treatment by a bank or licensed institution
– Misleading or incomplete information about a product or service
– Fees and charges
– Banking products and accounts
– Access to financial services
The service is free. A lawyer is not needed.
How the route works:
1. The complaint goes first to the bank or institution, which should be given a fair chance to resolve it. Copies of letters, emails and notes of calls should be kept.
2. If the matter remains unresolved, it can be sent to the Office through its online portal, by email to [email protected], by WhatsApp to 1 (869) 660-7889 or 1 (869) 660-5635 (Monday to Friday, 8:00 am to 4:00 pm), or by post to the ECCB Headquarters in Basseterre. The complaint should include a copy of government-issued ID, the correspondence with the institution, and a short account of what happened and the outcome sought.
3. The Office confirms receipt with a reference number and assesses the complaint. Depending on the matter, it may seek to resolve the dispute, investigate, or refer the complaint to another body. It then sends a written decision.
The Office does not give legal advice, replace the courts or guarantee compensation.
The Banking Act amendments that give the Office its framework have been passed to date in Antigua and Barbuda, Dominica, Grenada, Montserrat, St Kitts and Nevis, and Saint Vincent and the Grenadines.
The Office deals with how institutions treat their customers. The Eastern Caribbean Asset Management Corporation deals with loans that have already become non-performing. Both serve a sound and trusted banking system across the currency union.
Details are on the ECCB's website: ofcweb.eccb-centralbank.org