Peru fines three banks over S/280,000 for blocking customer complaints

Peru's consumer protection agency, Indecopi, has imposed fines totaling over S/280,000 on three banks for obstructing customers' complaint processes. Banco Ripley, Banco Interamericano de Finanzas, and Santander Consumer Bank are accused of demanding additional requirements beyond those stipulated by consumer protection laws, effectively making it difficult for clients to register their grievances.

Indecopi's investigations revealed that the banks required customers to prove their status as clients, submit prior requests, provide extra documentation, or ensure the complaint's reason was pre-registered in their systems. The agency emphasized that such conditions are unlawful and can prevent consumers from exercising their rights, particularly in cases like unauthorized commercial communications.

The fines represent a first-instance decision, and the banks have the right to appeal within 15 business days. The rulings are publicly accessible through Indecopi's online portal.