Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the third-quarter 2025 results of its Index of User Service Performance (IDATU), benchmarking how effectively selected financial sectors handled customer complaints concluded at the Commission. The IDATU assesses the quality of institutions’ responses in CONDUSEF-led consumer defense processes, including timeliness, manner of handling and remedial actions, with a focus on ensuring substantive equality for vulnerable groups such as older adults. Sector-level scores (out of 10) were 9.2 for savings and loan cooperatives (up 0.3 points), 9.1 for credit unions, 9.1 for brokerage houses, 9.3 for investment fund operators and 9.3 for pensions. Among the best-performing institutions highlighted were Caja Popular Peñitas (9.96), Caja Popular Tata Vasco (9.87), Unión de Crédito Mexicano de Servicios Profesionales (9.18), Casa de Bolsa BBVA México (10), Kapital Fondos (9.87) and Pensiones Banamex (9.56), while the lowest scores cited included Caja Popular San Juan Bosco (5.51) and Casa de Bolsa Finamex (7.13). CONDUSEF framed the IDATU as a transparency tool to support consumer choice and encouraged users to review sector performance before contracting financial products and to exercise their rights where service is inadequate.

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