Customer Service

Dear Customer:

The quality of service we offer is not only based on our processes, but also on our aim to listen to your queries, attend to your request for information or resolve your complaints in a way that allows us to serve you efficiently.

If you wish to make an enquiry, receive information about our services or present a complaint, our Customer Service Department is entirely at your disposal; our specialized consultants will give you the necessary and appropriate advice and attention.

Contact us

For queries, information or complaints:

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.

Considerations

  • 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 may re-submit your complaint including additional information, in order to open a new registration and analysis of the case.
  • All complaints must be directed to the Customer Service Department using the aforementioned means of communication.
  • Our opening hours are Monday to Friday from 8:30 am to 5:45 pm.
  • General Conditions of service
  • Download

Estadísticas de reclamos

El Procedimiento de reclamos se sustenta en la circular SBS N°G-184-2015

Complaint statistics

Complaint procedures are set down in memo SBI N°G-184-2015