Mexico's National Commission for the Protection and Defense of Financial Services Users reports Querétaro complaints fell 9.3% in 2024 while recoveries rose to MXN 35.6 million

Mexico's National Commission for the Protection and Defense of Financial Services Users (CONDUSEF) published consumer complaint and redress statistics for the state of Querétaro, reporting 5,946 complaints in 2024, a 9.3% decline from 2023, and MXN 35.6 million recovered for users, up 52.8% year on year. Querétaro accounted for 2.4% of complaints nationwide in 2024 and recorded 573 complaints in January 2025, with MXN 4.3 million recovered. The most complained-about products were credit cards, the special credit report and the basic account for the general public, which together represented 41.3% of complaints in the state. The leading causes were unrecognised purchases, unrecognised account charges and unrecognised electronic transfers, representing 24.9% of complaints in 2024 and 26.0% in January 2025. By sector, commercial banks represented 60.1% of complaints, followed by insurers (12.5%) and credit bureaus (11.6%); favourable outcomes for users in commercial bank cases were 43.9% in 2024 and 44.9% in January 2025, with 32.6% of these complaints coming from older adults and 53.9% linked to possible fraud. CONDUSEF also reiterated that its procedures are free and can be accessed through its online channels, including the Electronic Complaint Portal and the debt-collection agencies register (REDECO), and warned users to be alert to anyone requesting money to process procedures on their behalf.