Mexico’s National Commission for the Protection and Defense of Financial Services Users renewed Afore XXI Banorte’s Commitment to Serving Older Adults badge and called for financial regulation to incorporate accessibility, inclusion and behavioral science criteria. The authority said support for older customers should extend beyond physical and digital access to address comprehension, decision-making, error prevention and tailored assistance. The renewal recognizes measures including accessibility adaptations at all 76 specialized service offices, priority and at-home assistance, simplified digital channels and support for users with visual or hearing disabilities. Afore XXI Banorte also introduced larger type and plain language in contracts and developed financial education materials. The authority noted that older adults account for 28% of complaints it receives and that 33.4% of people aged 65 and over reported high financial stress in the 2023 National Financial Health Survey. Financial institutions that have not adopted the protocol were invited to join the initiative, while existing participants were encouraged to continue raising their service standards.
CONDUSEF2026-08-10
Mexico’s National Commission for the Protection and Defense of Financial Services Users renews Afore XXI Banorte badge, calls for more inclusive regulation
Mexico’s National Commission for the Protection and Defense of Financial Services Users renewed Afore XXI Banorte’s badge for serving older adults, recognizing improvements across its offices, digital channels, contracts and personalized assistance. The authority also called for regulation to incorporate accessibility, inclusion and behavioral science so older customers can understand information and make financial decisions autonomously.