The Superintendency of Bank of Panama (SBP) approved Rule 9-2025, a regulation that modernizes and streamlines the administrative procedure for handling complaints filed by banking consumers.
This update is part of the institution's commitment to user protection, transparency, and the use of technological tools that strengthen the relationship between customers and the country's banking system.
The new rule establishes that all complaints will be managed through an Electronic Platform, where digital files will be opened and made accessible to both consumers and banks. This measure aims to reduce in-person procedures, decrease paper use, and facilitate communication between the parties through electronic notifications.
With this update, banking consumers will be able to:
• File complaints electronically and track them online.
• Participate in in-person or virtual hearings, depending on the type of complaint.
• Access to reasoned resolutions issued by the SBP within clearly established timeframes.
Rule No. 9-2025 reaffirms that banks have 30 days to address a complaint filed by a customer. If the bank does not respond within that time, or if the consumer is dissatisfied with the response, they may appeal to the Superintendency, which will:
• Evaluate the complaint within 5 business days.
• Forward the complaint to the bank for a response within 5 business days.
• May convene hearings or meetings to clarify facts and assess evidence.
• Issue a decision within established timeframes, guaranteeing a fair and transparent process.
For complaints of lesser value (up to B/.1,500.00) or related to transparency and banking information, a simpler and faster oral procedure will apply.
In the event of noncompliance with orders within the process, the rule establishes penalties for contempt of up to B/.100 per day, without prejudice to other measures.
Furthermore, if potential violations of banking regulations are detected during the proceedings, the SBP may open an additional file to investigate and apply the corresponding sanctions.
The Superintendency is strengthening its commitment to reducing paper use and promoting the use of digital tools by integrating qualified electronic signatures into all resolutions and documents issued in these processes.
The rule will enter into force on November 15, 2026. Claims pending before that date will continue under the provisions of Rule No. 3-2008 and its amendments.
For more information and to consult the complete Rule, please visit our website www.superbancos.gob.pa, in the Regulatory Framework section.
