Who we are

Our official name is:

Comisión Nacional para la Protección y Defensa de los Usuarios de Servicios Financieros

(National Commission for the Protection of Users of Financial Services)

We are a public institution dependant of the Ministry of Finance (Secretariat of Finance and Public Credit).

We have two different approaches:

• Preventive (orienting, informing, promoting Financial Education)
• Corrective (providing attention and solution to complaints presented by users of financial products and services).

Our commitment:

• Promoting Financial Education amongst the Mexican population.
• Continuing with the progressive development of products and tools that give support, advice and orientation to users of financial services.
• Pursuing an equal and fair relationship between financial institutions and users of its products and services.

Where to find us :

To obtain information, assessment and even initiate a complaint process, please contact us:

By phone or in person at our offices:

01 800 999 80 80, toll free from any location inside Mexico.

53 400 999, calling from Mexico City and its surrounding areas.

Internet:

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Visit us in person at:

Our central offices: Insurgentes Sur 762, Colonia Del Valle, Delegación Benito Juárez, Mexico City.

Throughout the Mexican territory: we have at least one office in each state.

What we do

We develop two kinds of activities:

• Preventive (provide orientation, information and promotion of Financial Education) and,
• Corrective (give attention and resolution to complaints presented by users of financial products and services).

How we do it

Preventive: We spread financial information through the following means:

• Our magazine: "Protect your money".
• E-learning in Financial Literacy.
• Web site, where you will find:
  • Comparative charts
  • Specialized calculators
  • Simulators
  • Financial Products grading table
  • Statistical bulletins
• Educational material ready to be distributed in social programs.
• Brochures, handouts, statistical yearbooks.
• A collection of educational illustrated short stories.
• Radio.
• Collaborative agreements with a series of public and private institutions.
• Joint work with the Ministry of Education to develop financial contents for elementary school.

Corrective: We offer various kinds of services:

1. Assistance:

• We negotiate with the financial institutions in the pursuit of solving users’ problems immediately.
• If the response does not satisfy the user, we can give advice on the presentation of formal complaints.

2. Conciliation:

• Beginning with the complaint, both the user and the financial institution are given a citation to a Conciliatory Hearing, in order to try to find a satisfactory arrangement.
• If no agreement is reached, both parties can choose to assign a third party for mediation.
• If the financial institution rejects this third party, the user can exercise his rights before a court, requesting a Technical Dictation Specialized Report which is the opinion of our experts on the matter.

3. Arbitrage:

• If the parties accept mediation, we resolve and determine who’s right.
• If the user is right, the institution has a 15 day window to fulfill the resolution.
• If the institution does not fulfill the agreement, we carry out the proper legal actions to compel the institution to do so.
• When reaching this final stage, it is strongly advised to the user to have a private attorney.

4. Free legal advice:

• We offer a legal advisor free of charge, on the condition that the user meets the following criteria:
• Insufficient financial resources to hire an attorney.
• The matter has sufficient legal elements for an adequate defense or prosecution.

 

How to present an information request or a complaint

At Condusef, our main goal is to protect and defend the users of financial products and services. Thus, the following matters are of our interest:

• Information requests
• Complaints
• Information analysis and check-up

Requests we give attention to

We give attention to information requests in the following areas:

• Product characteristics
  • Operation
  • Who to contact in the financial institution(s) you choose.
  • Commitments assumed by parties involved when engaging in a contract.
• The way Condusef works:
  • Customer support procedures
  • Reach of Condusef in different situations.

Requests we cannot attend

We cannot offer information regarding costs applied by financial institutions to users of different products and services other than what is provided through our web page.

Complaints

A complaint is established when one formally presents a written notification to a financial institution, with the intention that it mends or corrects actions that the user considers to:

• Be incorrect.
• Not compel with the terms under which the product or services was hired.
• The user has been affected by an action presumed to have been executed by a financial institution.

Complaints we give attention to:

The kinds of complaints we attend are relative to the following:

• Differences in interpreting commitments assumed implicitly or explicitly when the user signs a contract in order to acquire a product or hire a service offered by a financial institution.
• Financial institution’s incorrect behavior, according to the user’s criteria
• The financial institution does not comply with agreements stipulated in the contract.

Complaints we do not attend:

The kinds of complaints that we do not attend are:

• Ones deriving from interest rates agreed with the financial institution when resulting from adverse macroeconomic conditions.
• Matters that emerge from internal or contractual policies and that are not notoriously serious.

Before filing a complaint:

• It is advisable that you submit the matter to the involved financial institution’s customer support center. (You can look it up in the Directory of financial institutions’ specialized units for accountholders.
• If you do not obtain a satisfactory result, you can present your complaint to Condusef.

How to file a complaint:

The steps for filing a complaint are the following:

Analysis and check-up

In addition to information requests and complaints, Condusef has the ability to analyze and check advertising information and other kinds of information used by financial institutions to communicate the benefits and commitments that a user, acquires when hiring a financial service or product. We verify that the information is:

• Accurate.
• Effective.
• Does not confuse or misrepresent.