Banco KEB Hana México and Fundación Dondé Banco Lead in Customer Service, While Banco Invex and Bankaool Rank Lowest in Mexican Banking Sector, as Per Condusef’s IDATU
The National Commission for the Protection and Defense of Users of Financial Services (Condusef) released the results of the User Service Performance Index (IDATU) for the third quarter of 2025, which evaluates the quality of service that financial institutions provide to users in the process of complaints and defense before the authority.
The banking sector maintained an average score of 9 out of 10, with no changes compared to the second quarter of the year, according to official Condusef data. This indicator analyzes response times, improvement actions, and special attention to vulnerable groups such as the elderly when resolving complaints and claims.
Banks with the Lowest Customer Service Scores
Contrarily, the institutions with the lowest scores were:
- Banco Invex, S.A., Multiple Banking Institution, Invex Financial Group (7.04 points)
- Bankaool, S.A., Multiple Banking Institution (7.06 points)
- Banco Base, S.A., Multiple Banking Institution (7.12 points)
The IDATU measures the capacity of response and improvements implemented by institutions when attending to complaints, aiming to ensure equal access and service for clients of all profiles.
Condusef advised users to consult the performance of banks before contracting services and exercise their rights if they receive inadequate attention.
Key Questions and Answers
- What is Condusef? Condusef is the National Commission for the Protection and Defense of Users of Financial Services, a Mexican government agency responsible for promoting and protecting the rights of financial service users.
- What is the IDATU? The IDATU, or Index of User Service Performance, is a tool developed by Condusef to evaluate the quality of service provided by financial institutions in handling user complaints and claims.
- Which banks are at the top of customer service? Banco KEB Hana México and Fundación Dondé Banco have the highest customer service ratings according to the IDATU.
- Which banks are at the bottom of customer service? Banco Invex, S.A., Bankaool, S.A., and Banco Base, S.A. have the lowest customer service scores in the Mexican banking sector.
- What does the IDATU measure? The IDATU measures response times, improvement actions, and attention to vulnerable groups when resolving complaints and claims.
- What advice does Condusef offer to users? Condusef recommends that users consult bank performance before contracting services and exercise their rights if they receive inadequate attention.
