NS nubank it’s the C6 . Bank We have the worst ombudsman offices among the top ten financial institutions in the country, according to the quality rating of ombudsmen, released this Thursday, 28, by central bank. On a scale of zero to five, the Nubank index was 1.84 in the third quarter of 2021, while the C6 index was 2.36. The lower the indicator, the worse the ombudsman.
The index consists of complaints registered by citizens in the service channels of the Central Bank. Aspects such as the response time of the banks to complaints and the quality of the response are considered. There is also a 0.1 point bonus for organizations that participate in the Consumidor.gov.br platform. of alternative solutions to consumer disputes. The dispute resolution tool is operated by the National Consumer Trust (Senacon).
In order for an ombudsman to be evaluated for an organization, it is necessary, in the reference quadrant, to analyze at least 30 complaints and provide 30 responses. Among the country’s top ten institutions, Nubank’s average response time was 7.63 business days, with complaints about response quality. In the case of C6, there were 7.04 business days for the response and 72 complaints against the quality of the response, as well as one complaint against the ombudsman himself.
The third worst Ombudsman, according to the ranking, belongs to BTG Pactual / Banco Pan, with an index of 2.41. In the list of ten institutions, Inter appears with the best ombudsman rating, with an index of 3.89. Next, there’s Caixa Econômica Federal (3.85) and Banco do Brasil (3.68).
Among other institutions evaluated, the worst ombudsman is Industrial do Brasil, with an index of 1.30. Next, Parati appears – Credit, Finance and Investment (1.41) and XP (1.56).
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