The Superintendency of Banks of the Dominican Republic (SB) held a training workshop for staff responsible for the User Service function (Servicio de Atención al Usuario, SAU) at supervised financial institutions, focused on improving customer interactions and complaint handling from the first point of contact. The SAU function was introduced as part of changes required under the SB’s first Instruction on User Protection issued in May 2024 and effective from November 2024. It is the unit within each institution responsible for ensuring the proper delivery of financial products and services and the effective processing of users’ complaints and claims. The workshop included contributions from the SB’s ProUsuario office and a World Bank senior financial sector specialist advising the SB, with an emphasis on strengthening service processes and addressing customer interaction risks such as users not understanding prices and charges at the point of purchase. Around 70 representatives from supervised institutions attended. The SB also reported it is working on a new version of the Regulation on the Protection of Users of Financial Products and Services, which has been put out for public consultation by the Monetary Board.
Superintencencia de Bancos de la Republica Dominicana 2025-09-01
Superintendency of Banks of the Dominican Republic holds SAU workshop for supervised institutions and develops updated financial user protection regulation
The Superintendency of Banks of the Dominican Republic held a workshop for staff handling User Service at financial institutions to improve customer interactions and complaint handling. This follows the SB's first Instruction on User Protection, effective November 2024. The SB is also developing a revised Regulation on the Protection of Users of Financial Products and Services, currently under public consultation by the Monetary Board.