Financial institutions concentrate complaints about payroll loans, cards and service failures, according to a survey released this Thursday (23.Oct.2025) by the BC
The banks, and they lead the ranking of complaints in the 3rd quarter. The survey was released this Thursday (23.Oct.2025) by the Central Bank. Proportionally to the number of customers, Inter has a complaints rate almost twice as high as that of 2nd place, in addition to appearing on the podium since 2023.
The data shows that, at the top of customer complaints, are problems involving payroll loans, credit cards and SAC service. Here is the (PDF – 196 kB).
Read the list of the 10 financial institutions that received the most complaints in the 3rd quarter and the index:
1º – Inter (96,37);
2º – Banco C6 (53,03);
3º – Bradesco (51.74);
4º – IP Payment Market (51.58);
5º – Picpay (50,06);
6º – Insurance (47,31);
7º – Itaú (45.13);
8º– Neon IP Payments (34.58);
9º – BTG Pactual/Banco Pan (32.23);
10º – Santander (29,25).
The public banks Caixa Econômica Federal and Banco do Brasil are in 11th and 12th place, respectively.
The BC organizes the list based on complaints registered by customers on the internet, by telephone (145) and by mail.
The report measures the proportion of valid complaints, that is, those in which there is evidence of non-compliance with financial system rules.
The result is a thermometer of dissatisfaction with banking services and the most recurring failures in the sector.
COMPLAINTS
The most frequent complaints continue to be linked to the integrity, security and confidentiality of financial operations, especially credit card services.
Next, there are problems in payroll-deductible credit, with emphasis on restrictions on portability and flaws in contracts. Communication problems also gain relevance, such as incorrect or insufficient information about products and services, in addition to dissatisfaction with the service provided by relationship centers.
The biggest complaints are about:
- credit card irregularities – 4,882 occurrences;
- restrictions on portability of payroll loans – 3,600;
- dissatisfaction with SAC service – 3,543;
- inadequate offer or information about products and services – 3,082;
- problems in payroll credit operations – 2,893;
- irregularities in credit operations (except payroll loans) – 2,715;
- failures to collect the outstanding balance on a card bill – 2,714;
- inadequate provision of information about accounts and services – 2,713;
- confusing offer on payroll loans – 2,427;
- incorrect information about credit operations in general – 2,067.
The report also shows that complaints about unauthorized debits, although outside the top 10, remain a recurring topic of concern, highlighting the need for greater transparency from banks when authorizing transactions.
UNDERSTAND THE RANKING
The Central Bank defines the ranking based on complaints registered by citizens through official channels. Each complaint undergoes an analysis that checks for signs of violation of financial system rules. When confirmed, the complaint is classified as valid.
The institutions’ position is calculated based on the relationship between the number of successful complaints and the total number of customers. The BC emphasizes that it does not intervene in individual cases, but uses the data to improve regulation, supervision and financial education.
