Do you have a grievance against a bank, such as an unrecognized charge on your card or an improper commission? These and other complaints against banks, insurance companies, and financial institutions can now be filed with the National Commission for the Protection and Defense of Users of Financial Services (Condusef) from the comfort of your home.
Key Statistics and Relevance
In 2024, Condusef recorded 251,528 complaints, averaging 689 per day. The majority of these, nearly 151,000, were related to banks. BBVA, Banamex, Banco Azteca, Banorte, and Santander received the most complaints.
Required Documents
To file a complaint, you need to provide the following digital documents in PDF format, not exceeding 7 megabytes:
- Valid official identification, such as an INE, passport, or consular registry.
- Proof of your contractual relationship with the financial institution, like a product or service contract, account statement, or insurance policy.
- Complaint format.
Steps to File a Complaint
- Upload the three documents to the system (where you’ll complete the complaint form). Each document has its designated space, and the site specifies the relevant sections.
- Verify the Captcha and click “send”.
- The portal will assign you a preregistration folio.
- Save and print your acknowledgment.
- Check your email within the next five business days to learn about the outcome of your case or any further actions needed for your complaint’s progress.
When Condusef Cannot Assist
- If the issue does not involve a financial institution, such as department store-issued credit cards or commercial company-granted loans.
- If there’s no proof of a contractual relationship with the financial institution. This can be demonstrated through a signed contract, account statement, insurance policy, or other document provided by the entity.
When Complaints Cannot Be Filed Online
- When multiple financial institutions are involved.
- When the complaint pertains to potential fraud or identity theft in the acquisition of financial products or services.
In these scenarios, you must visit the nearest Condusef unit in person with a prior appointment.
