BTG Pactual/Banco Pan is the leader in complaints in the third quarter of this year among the 15 largest financial institutions in the country, according to a ranking released by the Central Bank this Thursday (20). In the sequence, appear the C6 Bank and the BMG.
The indicator takes into account the total number of complaints considered valid divided by the number of clients of each institution and multiplied by one million. This means that the worse the bank’s performance in the period, the higher the score obtained.
With an index of 76.14 points, BTG Pactual/Banco Pan received 1,559 complaints from a portfolio of 20.47 million customers from July to September. In the first quarter of the year, the bank occupied the second position in the list of complaints from the municipality.
In a note, Pan says it has “adopted concrete measures to constantly improve the experience of its customers, modernize the market and a consequent reduction in the number of complaints”, citing the inclusion of tools and services in the bank’s application that “improve the experience and offer additional layers of customer protection.”
“Pan also reinforces its position of respect for customers and is available through all its service channels”, he adds.
The main complaints against the group were related to payroll loans, credit cards and transactions not recognized by the account holders.
After appearing three times in a row at the top of the list, C6 Bank dropped one spot to second in the BC rankings. The bank, which has more than 21.3 million customers, received 1,070 valid complaints in the period – totaling 50.18 points.
“We are committed to solving customer demands through our service channels. We recorded a 36% drop in the complaints rate disclosed by the Central Bank and we will continue to invest to promote constant improvements in the operation”, writes C6 Bank.
The third place is BMG, with 46.87 points, having registered 542 valid complaints among 11.5 million customers. Sought after, the bank did not take a position until the publication of the report.
Following the BC ranking, came the banks Inter (36.81 points), Santander (28.54) and Bradesco (25.18).
In a statement, Inter says that it “has been working continuously to improve all its service channels and that it continues to invest in people and technology to ensure the best possible experience for its more than 22 million customers.”
The bank points out that, in the third quarter, “it recorded the fifth consecutive quarter of reduction in the complaint rate, which is 71.5% lower than that recorded in the first quarter of 2021”.
“Inter also reinforces its commitment to respecting customers and the purpose of offering a complete journey, from the bank to the mall, digital and free for all”, he adds.
Santander, in turn, states that it “continuously works to improve its processes, offers and service, making them simpler and more agile to ensure consumer satisfaction with the bank”.
Bradesco, on the other hand, says that reducing complaint rates is a permanent focus of the bank and that “it carries out intense work in monitoring the manifestations and prioritizing the forwarding of solutions”.
According to the institution, “all notes are closely monitored by the ombudsman”. “The objective 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 adds.
The main reason for complaints against the 15 largest institutions is related to irregularities related to credit card services. There were 2,117 complaints in this regard, according to BC data.
In second place, with 1,199 records, there are “irregularities related to the integrity, reliability, security, secrecy or legitimacy of operations and services, except those related to credit card, debit card, internet banking, ATM, acquirer and credit operation” .
Improperly offering or providing information on payroll-deductible loans, with 950 complaints, is another reason for customer dissatisfaction. Difficulty requesting or making a return on Pix also appears on the list, in fifth position, with 675 complaints.
Among the other institutions that make up the second group of BC’s complaints ranking, the Digimais bank returned to the lead, with 424.80 points, followed by Master (373.13) and Bonsucesso–BS2 group (323.09).
In a note, Banco Master says that “it has been working continuously to improve its services and clarifies that the indexes of the ranking of complaints continue to be reduced exponentially each quarter. We will continue with this work of continuous improvement, committed to improving the service to our customers”.
Digimais bank and the Bonsucesso–BS2 group did not respond until the report was published.
The disclosure of the ranking of complaints for the second quarter of the year was canceled by the BC. The first list of the year was published in July, with a lag of three months due to the strike by BC servers, which lasted from April 1st to July 5th, with a two-week truce in the period.
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