Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the fourth-quarter 2025 results of its User Service Performance Index (IDATU) for regulated multiple-purpose financial companies (SOFOM, E.R.), measuring how effectively institutions handle and resolve customer complaints. The sector scored 8.8 out of 10, an increase of 0.2 points versus the previous quarter. The IDATU assesses timeliness of service, quality of responses, and measures taken to improve processes, with a focus on fair treatment of users including vulnerable groups such as older adults. Top-scoring institutions were GM Financial de México (10), Mercader Financial (9.59) and Con Crédito, formerly Fin Útil (9.55), while the lowest scores were recorded by Ford Credit de México (8.38), Opcipres (7.60) and Consupago (7.24). CONDUSEF positioned the index as a transparency tool for comparing SOFOM, E.R. performance and encouraged users to consult the full results via the financial bureau portal and assert their rights in case of disputes.
CONDUSEF 2026-04-14
Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes Q4 2025 IDATU results for regulated SOFOMs with the sector score at 8.8 out of 10
Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published fourth-quarter 2025 results of its User Service Performance Index (IDATU) for regulated multiple-purpose financial companies (SOFOM, E.R.), showing a sector score of 8.8 out of 10, up 0.2 points from the previous quarter. The index evaluates timeliness, quality of responses and process improvements focused on fair treatment of users, and is positioned as a transparency tool to compare SOFOM, E.R. performance and support users in asserting their rights.