Regulatory Alerts2025-12-17
Agreement No. 9 (2025) Updating the Administrative Procedure for Handling Complaints Before the Superintendence of Banks
The Board of Directors of the Superintendence of Banks of Panama issued Agreement No. 9-2025 to update the administrative procedure for handling consumer complaints against general license banks. The regulation mandates the use of an electronic platform for filing and managing claims, establishing specific timelines for admission, response, and resolution through either oral or ordinary procedures. It further defines the rights of representation, evidentiary rules, notification methods, and sanctions for non-compliance or contempt by financial institutions.
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