Mexico’s National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) renewed Grupo Financiero Banorte’s “Protocol for attention and service to older adults +”, recognising the continued use and updating of measures intended to provide safer, more inclusive and dignified access to financial services for older customers. CONDUSEF highlighted that approximately one third of the complaints it handles relate to older adults, averaging close to 3,000 cases per month. The renewal reflects initiatives implemented by Banorte, including the use of biometric controls in branches to strengthen security and speed up processes, remote support including home visits, and a specialised team within its contact centre. The bank also introduced inclusive digital tools such as a voice reader in mobile banking, made improvements to automated teller machines, and applied priority service measures, preferential access, personalised accompaniment and staff training focused on respectful, empathetic service.
CONDUSEF 2026-03-25
Mexico’s National Commission for the Protection and Defense of Users of Financial Services renews Banorte’s service protocol for older adults
Mexico’s National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) renewed Grupo Financiero Banorte’s protocol for serving older adults, emphasizing safer and more inclusive financial access. The renewal acknowledges Banorte's initiatives like biometric controls, remote support, and inclusive digital tools to enhance service for older customers. CONDUSEF noted that about one third of its complaints involve older adults, averaging nearly 3,000 cases monthly.