Mexico's National Commission for the Protection and Defense of Users of Financial Services awards Scotiabank Mexico an insignia for older-adult customer service commitments

Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) awarded Scotiabank Mexico the “Commitment to Serving Older Adults” insignia, recognising the bank’s actions to strengthen financial inclusion, accessibility and priority service for older customers. The recognition was accompanied by the signing of a protocol for serving older adults. Scotiabank Mexico adhered to CONDUSEF’s basic principles for serving older adults in the financial sector, including dignified and non-discriminatory treatment, priority and preferential attention, specific assistance, accessibility across service channels, simplified procedures and legal certainty, financial education and inclusion, and personal data protection. The bank’s service protocol is intended to be applied across its channels, including more than 410 branches and its Customer Experience Center, with measures such as accessible branch infrastructure, specialised service protocols, ongoing financial advice and education, and reduced waiting times; the release notes that 12% of Scotiabank’s customers are older adults. CONDUSEF indicated it will continue promoting actions and strategic collaborations with financial institutions to support accessible and appropriate products and services for older adults, using the insignia to encourage better practices across the sector.