Complaints and Reports System
IMPORTANT: If your complaint is related with services or products offered by financial institutions, you must go to Comisión Nacional para la Protección y Defensa de los Usuarios de Servicios Financieros (https://www.gob.mx/condusef), since that is the institution in charge of protecting, assessing and defending the rights and interests of financial service's users according to articles 1, 4, 5 y 11 of the Law for the Protection and Defense of the User of Financial Services.
LEGAL AND ETHICAL PRINCIPLES ON THE USE OF THE COMPLAINT AND REPORTING SYSTEM
This system is an institutional communication channel through which any person can file complaints or reports, whenever he/she considers that the behavior of any Banco de México public servant has breached the principles that govern public service, pursuant to the General Law of Administrative Responsibilities of Public Servants, our Code of Ethics and/or our Code of Conduct. Filing complaints can be done even anonymously. Also through this system, the heads of the Administrative Units of Banco de México must submit the corresponding reports related to operational incidents with possible equity effects.
Any statement received through this site will be understood as a solemn assertion under the law, for all legal purposes, which you accept by entering and making use of it.
Pursuant with the law and the ethical and conduct principles established in Banco de México, this System must be used responsibly at all times, therefore:
- It shouldn't be used as a means to intimidate, harass or offend anybody.
- Any complaint must be supported by real facts which must be told truthfully, objectively, accurately, timely and clearly. Statements based on prejudices, stereotypes, stigmas or other similar factors that may undermine people's dignity must be avoided.
- The System shouldn't be used to disseminate rumors or information suspected to be false.
- Whoever presents a complaint must cooperate and provide all known information that can be useful to the corresponding investigation, particularly the related to circumstances of time, mode and place in which the facts occurred.
Banco de México will not tolerate any kind of reprisal against whoever had informed about facts or behaviors that, in their opinion, could be against the Code of Ethics and the Code of Conduct of this Central Bank, as well as against other regulation applicable to the Bank or its personnel; those who intend to take or take any reprisal will be subject to investigation to hold any responsibilities that may arise.
Complaints related with possible violations of Banco de México's General Working Conditions will be solved by the Human Resources Directorate due to its attributions to execute the procedures, and apply sanctions, provided by labor regulations.
Banco de México issued Protocols for the attention of cases of workplace violence, alleged administrative and labor responsibilities. The aforementioned Protocols regulate, among other aspects, the procedure for the presentation and handling of complaints; the functions of the Administrative Units that participate in the process, as well as the information that the complaints that are presented must contain.
In the following links you can consult the aforementioned documents:
Protocolo del Banco de México para la atención de presuntas responsabilidades administrativas
Protocolo del Banco de México para la atención de presuntas responsabilidades laborales
Your personal data will be protected and treated according to the General Law of Protection of Personal Data in the possession of obliged subjects. In this regard, we provide you with our Privacy Notice which can be consulted through the following link. The aforementioned Notice is also available in our website www.banxico.org.mx, section "Transparency", sub section "Available Transparency Information of Banco de México", part "Privacy Notice". In any case, by accessing our Complaint Site and providing information through it, it is understood that you acknowledge and agree upon the treatment that your personal data will receive.