The National Consumer Service (Sernac) announced on March 23 that it will conduct a study to evaluate the complaint process faced by consumers who are victims of financial fraud, as established by the Financial Fraud Law.
This initiative aims to identify difficulties encountered by consumers when filing complaints about financial fraud and to propose improvements to regulations that ensure real, swift, and effective protection of their rights.
According to Sernac, the survey will be conducted between March 16 and March 31, targeting consumers who filed related complaints with the agency during 2025. The goal is for one thousand consumers to participate in this survey.
The data collected from participants will be analyzed using behavioral economics tools designed to identify excessive friction in administrative processes. Sernac said these results will help pinpoint barriers that may hinder consumer access or resolution during the complaint procedure.
Findings from this study are expected to inform proposals for potential changes or improvements in current regulations so that consumer rights can be better protected.
