Indecopi upholds fine against BBVA for refusing the Complaints Book at a branch in Puno
Indecopi upheld on second instance a S/27,500 fine against BBVA because a branch in Puno told a customer to complain through digital channels instead of helping him file his complaint on site.
| Entity fined | BBVA Perú |
|---|---|
| Authority | INDECOPI |
| Resolution | Resolución Final N.° 044-2026/CPC-Indecopi-PUN |
| Fine | 5 UIT — S/ 27,500 |
| Resolution date | 20 Aug 2026 |
Indecopi upheld, on second and final administrative instance, a fine of 5 UIT (S/27,500) against BBVA Perú for preventing a customer from filing a complaint in person at a branch in Puno. According to Resolución Final N.° 044-2026/CPC-Indecopi-PUN, on 13 November 2025 the customer went to the branch to register his complaint. Staff sent him to the bank’s digital or telephone channels and did not help him complete the process there.
Indecopi found that this breached article 152 of the Consumer Protection and Defense Code, which requires businesses to give access to the Complaints Book at the establishment when the consumer asks for it there. Indecopi said that having digital channels does not release a business from this duty when the customer asks to complain in person. Refusing you the book at the branch, even if the bank has an app or a website for complaints, is a separate infringement in itself, apart from the problem that led to your complaint.
Under the resolution, BBVA must, within 15 business days, put in place what is needed so that its branches give on-site access to the online complaints system and help consumers who ask to register a complaint.
This is a final decision within Indecopi’s administrative process; BBVA can still challenge it before the courts. If something similar happened to you at a bank, see how long the bank has to answer once you complain.