Banking
When 8 million Customers Trust You, Safety Cannot Be an Afterthought
Nigeria’s relationship with digital banking has changed almost beyond recognition in a decade. Where cash once dominated every transaction, from the roadside market to the corporate boardroom, mobile apps, instant transfers, and USSD codes have reshaped how tens of millions of Nigerians interact with their money every single day. The figures speak for themselves: point-of-sale transactions surged to a record N18 trillion in 2024, a 69 per cent increase from the year before, and the number of POS terminals in operation more than doubled to 5.5 million. Mobile banking is now the most widely used digital financial service in the country, with four in five users having accessed it within any given 90-day window.
This is, by any honest measure, an extraordinary story of financial inclusion and technological adoption. But it is an incomplete story if told without its other half.
Behind the growth curves and transaction volumes, a quieter and more troubling story has been unfolding. According to the 2024 Nigeria Consumer Protection Survey published by Innovations for Poverty Action, nearly one in four digital financial services users reported experiencing unexpected fees, charges or fraud attempts in the past year. Of those who encountered a problem, only half sought any form of formal redress. That silence is not apathy. It is the sound of eroded confidence: customers who have concluded that raising a complaint is unlikely to produce results.
The fraud data from the Nigeria Inter-Bank Settlement System tells the same story from a different angle. Actual losses to digital payment fraud rose to N52.26 billion in 2024, a figure inflated significantly by a single N31.1 billion incident involving one institution but still representing a 196 per cent increase in fraud losses over five years, even as the number of individual cases declined. The decline in case counts is not reassuring enough. It suggests that while fraudsters are making fewer attempts, they are making each one count considerably more.
By channel, e-commerce and internet banking remain the most exposed, followed by point-of-sale, mobile and web platforms. The most common technique is social engineering, which requires no sophisticated technology at all. It requires only a convincing conversation and a customer who does not know what to guard against. Insider abuse, where bank staff are complicit in fraud, is identified by NIBSS as the single greatest structural threat to the sector. That is a sobering finding, and one that no institution should read past quickly.
What this data collectively points to is a gap that the industry must confront honestly. Nigeria’s digital banking infrastructure has expanded at speed. The consumer protection architecture that should travel alongside it has not always kept pace. Convenience and safety are not natural enemies, but they require deliberate and sustained design to coexist. Left to grow at different speeds, they create precisely the conditions that fraudsters, rogue actors and complacent institutions exploit.
The encouraging news is that the gap is closing. Nigeria exited the Financial Action Task Force’s grey list in 2025, a signal that the country’s financial system has materially strengthened its safeguards. The CBN’s 2024 rollout of risk-based cybersecurity frameworks for deposit money banks formalised the standard of care that institutions are required to demonstrate. Regulatory enforcement actions in 2024, including reported industry penalties totalling over N15 billion, have underscored that consumer protection is a compliance obligation with real and immediate consequences. The industry is being held to a higher standard, and that is the right direction.
Within institutions themselves, the most effective safeguards are often the ones customers never see. The strongest security infrastructure operates silently in the background: monitoring account behaviour in real time, identifying anomalies before they become losses and intervening before a suspicious transaction completes rather than after. This is not glamorous work, but it is the work that matters most. A customer who never has to report a fraud incident has been protected more effectively than one who was offered a sympathetic apology after the damage was done.
Union Bank’s experience illustrates what this balance looks like in practice. Across its digital channels, including UnionMobile, the USSD platform (*826#) and the Union360 business banking suite, the bank’s full-year 2025 customer experience data reflects consistently strong satisfaction and loyalty scores. These are not outcomes that emerge from convenience alone. They reflect what customers value above all else when they transact digitally: the confidence that the experience will be safe, seamless and complete. That quality of outcome does not happen by accident. It is the product of sustained investment in backend security infrastructure that operates largely out of sight, proactive monitoring systems that identify and intercept anomalies before they become losses, and an institutional culture that treats customer protection as a core organisational value rather than a compliance line item. It is a culture Union Bank articulates through its ICARE values, where the commitment to being customer and community-focused is not a policy position but a founding principle, reinforced consistently from the moment any member of staff joins the bank.
In March, as institutions across Nigeria marked World Consumer Rights Day, Union Bank reaffirmed to its staff the responsibility that every individual within the organisation carries to uphold the rights and dignity of the customers it serves. It is the kind of internal commitment that rarely makes headlines, but it ultimately determines the quality of every customer interaction that does.
Trust is the only currency in banking that cannot be manufactured on demand. It is built over time, through consistent behaviour, through systems that protect customers before they know they need protecting, and through institutions willing to be accountable when they fall short. Nigeria’s digital banking revolution has done extraordinary things for financial access and economic participation. Its next chapter must be defined by what it does for financial safety. The two are not in competition. In the long run, they are, in every meaningful sense, the same thing.
By Adedapo Adesanya
Africa’s most valuable fintech, Flutterwave, has signalled that its long-anticipated initial public offering (IPO) remains firmly on the back burner as the company intensifies efforts to transform itself into a licensed financial institution across the continent.
The firm’s chief executive, Mr Olugbenga Agboola, said the firm is focused on building sustainable profitability, diversifying its revenue streams and expanding its banking footprint before considering a stock market listing.
Speaking to The Africa Report, Mr Agboola described an IPO as a future financing milestone rather than an immediate strategic objective.
“An IPO is a financing event, not a strategy,” he said. “We are not holding any pressure to go public. This gives us the flexibility to be patient and ensure when we do list, we’re doing so from a position of strength.”
The comments come as Flutterwave embarks on an acquisition-led expansion strategy aimed at securing banking licences and deeper regulatory access across Africa.
Mr Agboola revealed that the company is currently in the process of acquiring a bank in East Africa, though he declined to disclose the institution or country involved.
The planned acquisition is expected to provide Flutterwave with an established customer base, existing banking infrastructure and regulatory approvals, significantly shortening the time required to enter new financial services markets.
According to Mr Agboola, the company’s expansion priorities include Kenya, Ghana, Rwanda, Tanzania, South Africa and Egypt, while the Democratic Republic of Congo and Ethiopia remain under consideration for future growth.
Rather than building banks from scratch in every market, Flutterwave intends to adopt a mix of acquisitions, licences and strategic partnerships depending on local regulatory conditions.
“The vision is not to form a bank in every country but to ensure that every African business has access to more than financial services,” Mr Agboola said in the interview.
The banking push follows recent regulatory and corporate developments, including the Central Bank of Nigeria’s approval of Flutterwave’s banking licence and the acquisition of open banking startup Mono.
Together, the moves underscore a broader strategy to expand beyond payments and establish new revenue streams in lending, liquidity management and business banking services.
Flutterwave plans to focus on institutional deposits from businesses already using its platform rather than competing aggressively for retail deposits.
The company intends to leverage transaction data from its payments network to provide short-term working capital, merchant financing, invoice discounting and trade finance products for small and medium-sized enterprises.
Mr Agboola disclosed that the bulk of the capital earmarked for banking operations will be directed toward credit support and liquidity buffers, with additional allocations for lending and banking infrastructure.
The strategy reflects a growing trend among African fintech firms seeking banking licences to reduce dependence on traditional financial institutions and gain greater control over settlement, liquidity management and product development.
Despite speculation about a near-term public listing, Mr Agboola maintained that Flutterwave’s immediate focus remains execution and growth.
He noted that the company will only consider an IPO after achieving stronger profitability and establishing scale across its payments, banking and remittance businesses.
In February 2025, he told Bloomberg that Flutterwave would only pursue a public offering after becoming profitable. He also stated in late 2024 that the company was “not in the IPO race.”
Founded in 2016, Flutterwave has processed more than one billion transactions valued at over $40 billion across 35 African countries. The company recently secured fresh funding that lifted its valuation to $3.3 billion, with American blockchain firm Ripple leading the investment round.
For now, however, Flutterwave appears more interested in building the foundations of a pan-African financial institution than rushing to the public markets, positioning banking expansion as the next phase of its growth story while keeping an eventual IPO firmly on the long-term horizon.
By Adedapo Adesanya
Nigerian businessman Femi Otedola has strengthened his position as the largest shareholder in First Holdco Plc, increasing his stake to 26 per cent through the acquisition of additional shares worth N222.21 billion on the Nigerian Exchange (NGX) Limited.
According to a disclosure on the NGX on Thursday, the chairman of First Holdco acquired further 1,779,094,976 shares of the group at N124.90 per share.
The transaction on the Nigerian main bourse takes Mr Otedola’s position to 11,763,018,192 shares from 9,277,792,037 as of June 30 2026, as per the company’s unaudited results, making him the largest shareholder of the oldest financial institution in Nigeria.
The acquisition also has implications under Nigeria’s takeover rules, which require any shareholder that acquires 30 per cent or more of a listed company to make a mandatory offer to the remaining shareholders.
With an estimated 26 per cent stake in First Holdco, which is equivalent to nearly 12 billion shares out of the company’s 45.48 billion outstanding shares, Mr Otedola is now nearing the regulatory threshold.
The gap to the mandatory takeover threshold is about 2.49 billion shares, fewer than the block Otedola acquired in July 2026 alone. A further purchase of a similar scale would trigger Nigeria’s mandatory takeover rules, requiring him to make an offer for all the remaining shares of First Holdco Plc, the parent company of First Bank of Nigeria Limited.
As of now, the billionaire has given no indication that he intends to trigger a mandatory takeover, consistently describing his share purchases as a long-term investment rather than a path to outright control of the group.
Mr Otedola’s stake-building has been years in the making but gathered significant pace in 2026. He held 6.68 billion shares, representing 15.95 per cent of First Holdco, at the end of June 2025, when the company had 41.88 billion shares outstanding.
By March 31, 2026, his holding had risen to 8.06 billion shares against an expanded share capital of 44.45 billion. Three months later, his stake increased to 9.28 billion shares after he acquired about 1.22 billion shares in a single quarter, largely through indirect holdings. A further acquisition through his investment vehicle, Calvados Global Services, this month pushed his holdings above the 10 billion-share mark for the first time.
He has also reiterated that the money committed is his own rather than borrowed.
In recent months, Mr Otedola has also made other high-profile investment moves beyond the banking sector, including acquiring a luxury residence in London’s exclusive Mayfair district, underscoring his growing international real estate portfolio.
He is believed to have participated in a financing arrangement involving the Dangote Refinery, placing funds with the facility as it secured working capital to support the scale-up of operations.
With the 30 per cent threshold now within reach, is a First Holdco takeover Mr Otedola’s next move?
By Aduragbemi Omiyale
In the first six months of this year, Sterling Financial Holdings Company Plc, the parent company of Sterling Bank Limited, grew its gross earnings by 31.5 per cent to N279.6 billion.
This was buoyed by a 33.7 per cent jump in interest income to N223.6 billion as the loan book expanded and asset yields improved, with non-interest income rising by 23.3 per cent to N56.0 billion, supported by notable increases in fee income and other operating income lines. As of June 30, 2026, the organisation’s net interest income climbed by 41.0 per cent to N137.4 billion.
The unaudited results for the half-year ended June 30 showed that the firm recorded a 21.9 per cent surge in profit before tax (PBT) to N55.5 billion, and a 20.4 per cent leap in profit after tax (PAT) to N50.3 billion.
The broad-based growth across key performance indices extended to the balance sheet, with total assets expanding by 19.3 per cent to N4.67 trillion, supported by a 21.1 per cent growth in customer deposits to N3.62 trillion and disciplined expansion in the loan portfolio.
Shareholders’ funds increased in the period under review by 27.8 per cent to N547.7 billion, primarily reflecting the N96.6 billion raised through a public offer of 13.8 billion ordinary shares.
Also, return on average equity stood at 20.6 per cent and return on average assets improved to 2.35 per cent from 2.05 per cent.
The performance by Sterling Holdings was anchored by the ongoing modernisation of its technology stack and operating model across its commercial (Sterling Bank), non-interest (AltBank), and wealth management (SterlingFI) arms.
That work is showing up in faster service turnaround, tighter unit economics, and greater headroom to absorb rising customer activity without loosening its risk posture.
The combination of a reinforced capital base, expanding deposit franchise, and broader earnings mix leaves Sterling Holdings positioned to compound growth in the second half of the year, channelling capital where it earns most and continuing to lend into the real economy.
