Report on Protection for Users of Financial Services

Executive summary

Everything set out in this report refers to the role of the BCRA in providing protection for the rights of users of financial services in accordance with the “Legal Framework of the Argentine Financial System”, the rules on “Protection of Users of Financial Services” (PUSF) and the complementary rules applicable to the operation involved.

The report is structured into three complementary chapters on the protection of users. Chapter 1 analyzes the complaints and consultations managed by the BCRA in the second instance, focusing on their evolution and typology. Chapter 2 examines complaints filed directly with entities (first instance), including their volume, characteristics, and performance indicators. Finally, Chapter 3 compiles the main complementary actions of the BCRA with a focus on users, reinforcing a safer, more transparent and accessible system and promoting better informed and protected users.

With respect to the size of the financial system, it is worth highlighting the growth in the interaction of users with institutions, reaching 140.5 million users (considered by each entity with which they operate) compared to 128.6 million in 2024.

Of that total, 51% operated through financial institutions, 34% with payment service providers (which offer payment accounts and/or provide digital wallet services), 10% through credit card issuing companies and 5% through other non-financial credit providers.

In relation to claims before the obligated entities (First instance), during the year 2025 a total of 769.5 thousand monthly average claims were registered in the financial system, exceeding the volume of the previous year by 5%.

The total number of complaints was registered in 59.8% by financial institutions, 32.8% by payment service providers, 6.9% by credit/purchase card issuing companies and 0.5% by other non-financial credit providers.

At the consolidated level, the complaints indicator remained at low levels with 0.55%, that is, less than one claim for every 100 people who operate with the entities.

On this basis, 64% of the complaints were resolved in a favorable manner for users, highlighting a level of resolution in favor of 86% for complaints due to ignorance of purchases or transactions with credit cards.

For its part, it should be noted that 88% of the complaints reported were for the following products: demand and payment accounts (34%), credit cards (32%) and ATMs, self-service terminals and other electronic channels (22%).

Likewise, the five main items claimed were: Ignorance of purchases or transactions on credit cards, Promotions/discounts/benefit programs not applied or applied incorrectly, Unknown or possibly fraudulent operations at ATMs and electronic channels, Debits/amount of debits not consented or agreed upon, and Cash improperly dispensed or computed in withdrawals or deposits at ATMs.

With regard to complaints and queries handled in the second instance at the BCRA, there was an increase in the total volume of procedures (18,317 + 31.62%) and in complaints (14,190 + 44.62%), with consultations remaining stable (4,127).

On the other hand, the five main items claimed here were: Unknown transactions possibly fraudulent, erroneous information reported in databases, Duplicate or erroneous payment on credit cards, Inconveniences for the acquisition of foreign currency and Request for cancellation of credit cards.

In addition, the five main concepts consulted in this instance were: Information on debts in the Financial System, BCRA Regulations, Credit Card, Deposit Account Operations and Use and operation of bank accounts.

With regard to information for users, there was an increase in the use of the Frequently Asked Questions available on the BCRA’s institutional website, with 1,805,529 views of the main queries, which represents an increase of 45.96%.

In this line, the most visited queries were related to: information on debts in the Financial System, the regulations issued by this BCRA and on credit cards, deposit operations and use and operation of bank accounts.

On the other hand, during 2025, the official account in X @BCRAusuarios registered a total of 743,923 views in publications related to rights, procedures and regulations applicable to users of financial services, representing an increase of 45%.

Finally, with regard to the main complementary actions of the BCRA with a focus on users, different actions were carried out with the aim of improving protection and information for users of the Financial System, highlighting the following initiatives: BCRA Recommendations to Avoid Virtual Scams, Protection of Users of Financial Services. Greater transparency, retail payment systems. Measures to mitigate fraud, New website, Financial tools and knowledge and Reports of interest to users.