Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published the fourth-quarter 2025 results of its User Service Performance Index (IDATU) for multiple banking institutions, measuring how banks handle and resolve customer complaints. The sector scored 9.01 out of 10, a 0.03-point decline from the previous quarter. IDATU assesses factors including timeliness of attention, the quality of responses, and actions taken by institutions to improve processes, with emphasis on equitable treatment for vulnerable groups such as older adults. Among the highest-scoring institutions were Bansi and Intercam Banco (10.00 each), Banco Sabadell (9.90), BNP Paribas México (9.85), Hey Banco (9.84), BBVA México (9.82), Banco Azteca (9.77), Banco Compartamos (9.67), Banco Nacional de México (9.66) and Fundación Dondé Banco (9.61). The lowest scores were reported for Banco Regional (7.59), Banco Ve Por Más (7.58), BanCoppel (7.39), Banca Mifel (7.29) and Banca Afirme (6.50). CONDUSEF framed the index as a transparency tool for comparing banks and encouraged users to consult the full IDATU information via the Buro de Entidades Financieras website (buro.gob.mx) and to assert their rights in case of dissatisfaction with services received.
CONDUSEF 2026-04-14
Mexico's National Commission for the Protection and Defense of Users of Financial Services publishes Q4 2025 IDATU scores for multiple banks
Mexico's National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF) published fourth-quarter 2025 results of its User Service Performance Index (IDATU), showing a sector score of 9.01 out of 10, down 0.03 points from the previous quarter. The index evaluates timeliness, quality of responses and process improvements, with Bansi and Intercam Banco scoring 10.00 and Banca Afirme the lowest at 6.50, and is positioned by CONDUSEF as a transparency tool to help users compare banks.