See ranking of bank complaints – 01/19/2023 – Market

BTG Pactual/Banco Pan was the leader in complaints for the second consecutive time among the 15 largest financial institutions in the country, according to the ranking released by the Central Bank this Thursday (19) for the fourth quarter of 2022. C6 Bank appear next in the list of complaints.

The indicator takes into account the total number of complaints considered valid divided by the number of clients of each institution and multiplied by 1 million. This means that the higher the score obtained, the worse the bank’s performance in the period.

With an index of 76.13 points, BTG Pactual/Banco Pan received 1,613 complaints from October to December in a portfolio of 21.18 million customers. In addition to leading the list of complaints also in the third quarter of 2022, the institution had occupied the second position in the first months of last year.

The main complaints against the group were linked to irregularities related to issues of integrity, reliability, security, secrecy and services related to credit cards. Customers also complained of improperly offering or providing information on payroll loans.

In a statement, Pan said it was “committed to constantly improving the experience of its customers, both in the consumption of products and services offered, as well as in its service channels”. The bank says it has been investing in portfolio and process innovation. “Pan reinforces its position of respect for customers and is available in all its channels”, he added.

The main reason for complaints against the 15 largest institutions are irregularities related to issues of integrity, reliability, security, secrecy or legitimacy of operations and services related to credit cards. There were 2,900 complaints in this regard, according to BC data.

In second place, with 1,008 records, there is an inadequate offer or provision of information on payroll loans.

In the fourth quarter, Banco Inter rose again in the ranking and appeared among the leaders of complaints, in second place, with 36.90 points. During the period, it recorded 857 complaints from a universe of 23.2 million customers. From July to October, the institution ranked fourth.

When contacted, Inter stated that “it has been working continuously to improve all its service channels and that it continues to invest to guarantee the best possible experience” for customers.

The institution says it has good scores in other indicators, such as the Reclame Aqui website — where it has had an Excellent reputation for more than six months — and in the iOS and Android app stores, where it has a 4.8 score.

C6 Bank ranked third in the BC ranking. The bank, which has 22.9 million customers, received 759 complaints from October to December 2022 – totaling 33.13 points. The institution came to appear three consecutive times at the top of the list.

“The reduction of complaints and the increase in the rate of solutions in internal channels are priorities for C6 Bank. The actions implemented by the bank are already reflected in the ranking of the Central Bank, which portrays consecutive improvements in the rate of complaints at C6 Bank. We will continue to invest our efforts to promote constant improvements in our operation”, wrote the institution in a note.

Following the BC ranking are PagBank PagSeguro (23.52 points) and Bradesco (21.64 points).

In a note, PagBank PagSeguro claims to be “a pioneer in promoting financial inclusion in Brazil” and that “it has constantly invested in technologies, as well as in new products, services and service channels, demonstrating its concern with the satisfaction of these customers.”

Bradesco says it carries out “intense work in monitoring the manifestations and prioritizing solutions” and that the bank’s permanent focus is “to reduce the complaint rates”.

According to the institution, “all notes are closely monitored by the ombudsman.” “The goal is to offer quality service to all customers and users of its products and services. It is important to emphasize that Bradesco has a position of absolute respect for customers and their interests,” he added.