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Pan, Inter and Original banks down but still have high complaints in BC ranking

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For the third quarter in a row, Banco Pan had the highest rate of complaints against large financial institutions in Brazil. At the same time, digital banks such as Inter, Original and Agibank also recorded high rates of customer complaints. The information is from the Central Bank and was released on Wednesday (15).

During the fourth quarter (October to December) Banco Pan received an index of 126.5 after having received 564 complaints. The score is almost double the second leader in complaints in the period, BMG, with an index of 68.66.

Banrisul (23.3), Santander Brasil (22.9) and Bradesco (19.36) appear next.

This index is obtained from the number of regulated complaints considered valid, divided by the number of customers and multiplied by one million. The formula aims to balance complaints against the size of the financial institution.

By note, Banco Pan states that it has taken concrete measures to improve and modernize products, processes and the quality of customer service.

“It was a pioneer among banks in the creation of the“ Don't Call Me ”service and in the mobilization of the sector for Payroll Self-Regulation, implemented by Febraban and ABBC in January this year to reduce the number of complaints,” he said.

Banco Pan is controlled by BTG Pactual and Caixa Econômica Federal, has 4.45 million customers, according to the BC ranking.

Although still leading the ranking, Pan has been reducing its index throughout the year. In the second and third quarters the bank reached 168.45 and 149.58, respectively.

Digital banks

To prepare the ranking, banks are divided by the Central Bank into two large lists. In one of them are banks that have more than 4 million customers, which is led by Pan.

Among these institutions with less than 4 million clients, the lead in complaints was made by Facta Financeira, which operates in the investment sector. With 86,986 customers, it registered 114 complaints in the quarter, reaching the rate of 1,1110.55.

Considered one of the most innovative fintechs in the world, Banco Inter ranks seventh on this secondary list of BC. With 3,957,845 customers, it registered 489 complaints in the period and obtained the index 123.55, slightly below that registered by Pan.

The growth in the number of Inter customers, however, indicates that the bank should already appear on the main list in the next survey, if it exceeds the mark of 4 million customers.

Also with a high index (111.92) in the BC ranking, the Original appears in the eighth position, with 271 complaints in the period. The institution has 2.4 million customers.

Another major digital bank on BC's list is Agibank, with 103 complaints and 84.98 index. The institution has 1.2 million customers.

Like Pan, Inter also managed to reduce its index in relation to the previous quarter, when it was 176.25. Already the Original and Agibank registered increase.

Top Complaints

The Central Bank also disclosed the reasons for customer complaints in relation to financial institutions. During the period, the institution accounted for 12,393 complaints.

The most frequent complaint, according to the BC, refers to the inadequate offer or provision of information about products and services (2,359). Then there are irregularities related to the credit card service (1,695) and problems related to credit operations (1,008).


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