A few weeks ago, someone told me:
“Once you sign the loan paper, you can’t question anything. The bank decides.”
That belief is common.
It’s also wrong.
Many customers walk into banks assuming the institution holds all the power. The documents look complex. The terms feel fixed. The charges seem unquestionable.
But in reality, financial consumers in Nepal have stronger protections than most people realize.
The gap is not regulation. The gap is awareness.
1. You have the right to clear information
Before you open an account or take a loan, you are entitled to understand:
- What fees you are paying
- How interest is calculated
- What penalties apply if you delay payment
- Whether the rate can change
This information should not be hidden in technical language. If something is unclear, asking questions is not being difficult — it is being responsible.
If you don’t understand the numbers, pause. Ask again. Ask differently. It is your money.
2. You have the right to fair treatment
Banks cannot simply change charges without proper disclosure. They cannot impose unlimited penalties. They cannot charge you for services you never requested.
There are also expectations that services remain accessible for senior citizens, persons with disabilities, and customers who may need additional support.
Banking is a service. Fairness is not optional.
3. You have the right to question what doesn’t look right
An unexpected deduction. A higher interest rate than expected. A charge you don’t remember agreeing to.
You are allowed to ask for a breakdown. You are allowed to request written clarification. You are allowed to challenge decisions.
Customers often hesitate because they feel the institution “must be correct.”
Sometimes it is. But accountability improves when questions are asked.
4. You have the right to complain — formally
Every licensed financial institution must have a grievance mechanism. Your complaint must be registered. It must be reviewed. You are entitled to a response.
And if the matter is not resolved internally, there are escalation channels within the regulatory system.
Your voice does not end at the branch counter.
Why this matters
Financial inclusion is not just about opening more bank accounts. It is about confidence.
When customers understand their rights:
- They borrow more responsibly
- They compare options more carefully
- They read documents more closely
- They participate in the financial system with trust
A healthy banking system is not built only on strong institutions. It is built on informed customers.
Banks are service providers. Customers are not passive participants — they are stakeholders.
An informed customer is not a confrontational customer. They are simply exercising the rights that already exist.
And the more we understand those rights, the stronger our financial system becomes.
