Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) released fourth-quarter 2025 results for its User Service Performance Index (IDATU) covering the SOFOM, E.N.R. sector, benchmarking how these institutions handle and resolve user complaints. The sector’s overall score held at 9.4 out of 10 compared with the prior quarter. IDATU assesses timeliness of attention, quality of responses, and actions taken by institutions to improve their processes, with an emphasis on equitable treatment for vulnerable groups such as older adults. Credijal, BMW Financial Services de México, (Abonitos) Grupo Anisal, Pro Negocios y Transacciones de México, Tranquilidad Asertiva, and Soluciona tu Futuro recorded the highest score of 10, while the lowest results were reported by (Kondinero) Directodo México at 7.30, (Juntos contigo) HXTI at 7.64, GFI Apoyo at 7.85, and (Capital Inicial) Adelante Veintiuno at 7.97.
CONDUSEF 2026-04-16
Mexico's National Commission for the Protection and Defence of Users of Financial Services publishes SOFOM E.N.R. complaint-handling performance index for Q4 2025
Mexico’s National Commission for the Protection and Defence of Users of Financial Services released fourth-quarter 2025 results for its User Service Performance Index for the SOFOM, E.N.R. sector, with the overall score stable at 9.4 out of 10. The index evaluates timeliness, quality of responses, process improvements and equitable treatment of vulnerable groups. Credijal, BMW Financial Services de México, (Abonitos) Grupo Anisal, Pro Negocios y Transacciones de México, Tranquilidad Asertiva and Soluciona tu Futuro scored 10, while (Kondinero) Directodo México, (Juntos contigo) HXTI, GFI Apoyo and (Capital Inicial) Adelante Veintiuno recorded the lowest scores between 7.30 and 7.97.