Kenya's banking sector is facing increased scrutiny from the Competition Authority of Kenya (CAK) over concerns about hidden charges and unfair practices, which are causing a decline in customer trust despite generally positive satisfaction ratings.

• 84.6 percent of customers rate their banks positively, but the Net Promoter Score has dropped to 42.6 from 44, signaling weakening loyalty.
• The Competition Authority of Kenya (CAK), led by Director-General David Kemei, is concerned about issues like hidden charges, unclear loan disclosures, and misleading offers.
• Financial services accounted for the majority of consumer complaints, prompting the CAK to warn of stepped-up enforcement to protect consumers and promote transparency.