Dear Customer:

The quality of the service we offer is not based exclusively on our processes, but is intended to meet your queries, respond to your request for information or resolve your claims in a way that allows us to serve you efficiently.

If you need to make any queries, receive information about our services or file a claim, we inform you that our Customer Service Area is at your disposal; Our specialized advisors will provide you with the necessary and timely guidance and attention.

Service Information

Contact us

For inquiries and information:


  • 611- 6363
  • 611- 6380


  • 6012
  • 6011
  • 6015



How to proceed with a complaint

Requirements for the presentation of a complaint

  • Indicate company name, your business’ Single Taxpayer Register number (RUC), name, surname, position in company, telephone number and email.
  • Indicate receipt number, type of merchandise, storage unit in which your merchandise is stored.
  • Provide us with as much information as possible.
  • Please bear in mind that if necessary we may ask you for additional supporting documents.


  • The deadline for resolving your complaint is 30 calendar days as from the date of its registration, in accordance with that set down by the Superintendence of Banking and Insurance (SBI).
  • This deadline may in exceptional cases be extended if the nature of the requirement justifies it; in this case we will inform you in due course of the response deadline.
  • If you are not satisfied with our response to the reported situation, you can reiterate your claim, registering it again in InfoDepsa, in which you must include additional information, in order to carry out the analysis of the case.
  • Our opening hours are Monday to Friday from 8:30 am to 5:45 pm.

General Conditions of service


Complaint statistics

Recurso 39

Average service time

Recurso 37