The Superintendency of Banks of Panama approved Agreement 9-2025, updating the administrative process for handling complaints from banking consumers by moving case management to an electronic platform and setting clearer procedural steps. All complaints will be processed through an Electronic Platform, creating digital case files accessible to both consumers and banks and enabling electronic notifications to reduce in-person procedures and paper use. The rules confirm that banks have 30 days to address a customer complaint; if the bank does not respond within that period or the consumer is dissatisfied, the Superintendency will assess the complaint within five business days and refer it to the bank for a response within five business days, with the option to convene hearings or meetings to clarify facts and assess evidence before issuing a reasoned decision within established deadlines. A simplified oral procedure will apply to lower-value complaints of up to PAB 1,500 and to complaints related to transparency and banking information, and non-compliance with orders in the process can trigger contempt sanctions of up to PAB 100 per day, without prejudice to other measures.
Superintendencia de Bancos de Panama 2025-12-04
Superintendency of Banks of Panama adopts rules to digitise and speed up bank consumer complaint handling
The Superintendency of Banks of Panama approved Agreement 9-2025, transitioning consumer complaint management to an electronic platform with defined procedural steps. Banks must address complaints within 30 days, with the Superintendency intervening if unresolved, potentially convening hearings and issuing decisions. Simplified procedures apply to complaints under PAB 1,500, with non-compliance subject to daily contempt sanctions.