Claims
The Central Bank of Costa Rica (BCCR) processes complaints and claims submitted by customers of financial institutions affiliated with the National Electronic Payment System (SINPE) and those participating in the Payment Card System, related to legally recognized rights and interests, and arising from alleged non-compliance with the Payment System Regulation or the Payment Card System Regulation, as applicable.
The BCCR also handles inquiries regarding transparency and consumer protection regulations, as well as the available legal channels for exercising customer rights.
Prior to filing a complaint with the BCCR, customers must first submit the complaint to their financial institution through the established mechanisms. Determine the person in charge of claims processing in your financial entity by clicking on the link to Contacts.
If no solution is provided to the customer, or if the solution is unsatisfactory, they may file a complaint with the BCCR. To do so, the customer must download to their computer one of the forms (the one fit for the type of complaint to be submitted) in the links provided below, complete the requested information, and send it to the customer service email address atencionalciudadano@bccr.fi.cr, including the documents listed in the forms. (*Information in Spanish.)
Form for complaints linked to SINPE operations: to be used when submitting a complaint regarding a SINPE transaction.
Form for complaints linked to card operations: to be used when submitting a complaint regarding the use of a card.
Additionally, further information on this matter is available (also, in Spanish):
Contacts and statistics: It provides statistics on complaints handled by BCCR and contact information for the institutions where customers may file complaints to be addressed by their financial entity.
Frequently asked questions: It provides answers to common inquiries on how to submit complaints.
SINPE complaints: It contains the procedure for submitting complaints related to transactions processed through the following SINPE services: Immediate Payments (PIN, by its acronym in Spanish), Real-Time Debit (DTR, by its acronym in Spanish), Direct Credit Clearing (CCD, by its acronym in Spanish), and Direct Debit Clearing (CDD, by its acronym in Spanish).
