Condusef financial consumer protection guidance

The National Commission for the Protection and Defense of Users of Financial Services (Condusef) has provided guidance and metrics to assist consumers in navigating the Mexican banking sector.

Initially, the organization released comparative indicators to help users evaluate banking products. Rather than focusing exclusively on interest rates, Condusef advised comparing the total annual cost (CAT), commissions, transparency, and complaint resolution rates. Specific institutions such as Scotiabank, BBVA México, HSBC, BanCoppel, and BanRegio were highlighted for comparison regarding their service metrics and product costs.

Subsequently, Condusef outlined legal recourse for consumers facing unauthorized electronic transfers. The commission advised users to report such incidents to their banks and file claims through the institution’s Specialized User Service Unit (UNE). If a bank investigation fails to resolve the issue, Condusef can issue a ‘dictamen’—a technical and legal opinion analyzing potential contractual breaches by the financial institution. This document may serve as a ‘non-negotiable executive title,’ providing a legal basis for consumers to pursue the restitution of funds through judicial action.