Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the third-quarter 2025 results of its User Service Performance Index (IDATU) for multiple banking institutions, assessing how banks handled customer complaints concluded at the Commission. The sector’s overall IDATU remained at 9 out of 10, unchanged from the second quarter of 2025. IDATU evaluates the quality of banks’ conduct in CONDUSEF defense processes, including response times and the way complaints are addressed, as well as improvement actions aimed at ensuring substantive equality in the delivery of financial products and services for vulnerable groups such as older adults. The highest-scoring banks were Banco KEB Hana México (9.95), Fundación Dondé Banco (9.91), Banco Shinhan de México (9.91), Intercam Banco (9.87) and Hey Banco (9.86), while the lowest scores were recorded by Banco Invex (7.04), Bankaool (7.06) and Banco Base (7.12). CONDUSEF positioned the IDATU as an information and transparency tool and encouraged users to review banks’ performance before contracting and to exercise their rights when they consider service has been inadequate.
CONDUSEF 2026-01-20
Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes Q3 2025 IDATU scores for banks’ handling of customer complaints
Mexico's CONDUSEF released the third-quarter 2025 User Service Performance Index (IDATU) results, showing an unchanged sector score of 9 out of 10 from the previous quarter. The index evaluates banks' handling of customer complaints, response times, and service improvements for vulnerable groups. Top performers included Banco KEB Hana México and Fundación Dondé Banco, while Banco Invex and Bankaool scored lowest.