The BCRA has launched a new website, www.usuariosfinancieros.gob.ar, where financial consumers can find all the information they need.
Through this new communication channel, financial consumers can submit enquiries, suggestions, complaints and unsettled claims more quickly and efficiently. It has been jointly designed with the National Consumer Protection Office to deal with special cases adequately.
On the basis of the information received, the BCRA—disciplinary and supervisory authority—will analyze the practices and behavior of financial institutions seeking to find solutions to all financial consumers.
At www.usuariosfinancieros.gob.ar financial consumers can find:
Credit situation, access to, and correction of, personal data: financial consumers can check their credit situation at the BCRA’s Debtors’ Database by providing their taxpayer identification number (CUIT), employee identification number (CUIL) or identity code (CDI). Also, they can verify reported checks and find a form to access, correct or remove personal data. In Frequently Asked Questions (FAQs), financial consumers can read about their credit situation and debtor classification.
Enquiries, suggestions, complaints, and unsettled claims: the most frequent enquiries and problems faced by financial consumers are addressed in FAQs. If a financial consumer does not find an appropriate answer, they can fill in a form in detail to make the enquiry. It will then be included on the list of FAQs.
In this section, financial consumers can also submit:
Suggestions and complaints: if a financial consumer wants to suggest ideas to contribute to the improvement of the financial system, or report their dissatisfaction with a service or customer service provided by a financial institution, they can fill in a form to be analyzed by the BCRA with a view to finding common problems faced by financial consumers.
Unsettled claims: financial consumers can report on claims already submitted to financial institutions or credit card issuers that have not been answered or have been resolved unfavorably to them. The BCRA will forward the claim to the National Consumer Protection Office to initiate a procedure in the relevant jurisdiction. Also, the BCRA will use the information received to analyze whether the institutions’ practices are in accordance with the applicable regulations, identify the financial consumers affected and, in the event of non-compliance, apply a sanction.
Compare financial products: information on fees and cost of bank products and services for financial consumers to make comparisons before purchasing a product or to choose the most convenient financial institution.
Information to financial consumers: contact details of each of the institutions’ persons responsible for customer service, information on the financial system and institutions, suggestions on the use of financial services, search engine for finding branches, financial dictionary and bank holidays.
With www.usuariosfinancieros.gob.ar, the BCRA offers financial consumers not only all the necessary information in just one site but also opens a new channel to receive and analyze all consumers’ messages in order to improve the financial system.
