Peru’s Consumer Regulator Indecopi Initiates Sanction Proceedings Against Banco Falabella for Blocking Customer Claims

Breaking: Peru’s Regulator Opens Sanctioning Proceedings Against Banco Falabella Over Claims- Filing Obstacles

Peru’s consumer-protection authority has moved decisively against Banco Falabella, launching sanctioning proceedings over alleged barriers that hinder customers from filing and pursuing claims. The development comes as regulatory watchdogs intensify scrutiny of how banks handle complaints and resolve disputes.

On december 23, 2025, Indecopi announced it has opened formal sanctioning actions against the financial institution after preliminary findings suggested obstacles in the claims process.If proven, the conduct coudl violate Peru’s consumer-protection rules designed to ensure transparent, accessible, and timely resolution of customer complaints.

The case underscores the regulator’s ongoing focus on the banking sector’s compliance with consumer rights. While the specifics of the alleged obstacles remain under investigation, observers note that such inquiries can carry meaningful penalties and reputational risks for banks, alongside potential operational changes to guarantee faster and clearer claim handling.

Why this matters

Sanctioning actions by indecopi signal heightened regulatory vigilance in Peru’s financial services sector. For Banco Falabella, the proceedings may prompt procedural reforms and additional oversight costs, while bolstering consumer confidence if remedial steps are taken promptly.

Potential penalties and scope

Regulatory authorities have cited possible fines linked to non-compliance with consumer rights protections. Reports from credible outlets indicate penalties could reach hundreds of thousands of dollars, illustrating the financial and reputational stakes involved in ensuring accessible claim channels for customers.

What’s next

The sanctioning process will proceed through formal proceedings, with evidence gathered, hearings conducted, and a final determination issued by Indecopi. Banco Falabella will have opportunities to respond and implement corrective measures to align with regulatory expectations.

Key facts at a glance

Item	Details
Regulator	Indecopi (Peru)
Institution	Banco Falabella
Issue	Obstacles to filing and submitting customer claims
status	Sanctioning proceedings opened
Potential Penalty	Up to about USD 714,815 (reported range cited by outlets)
Date of Action	December 23, 2025
Key Sources	Infobae; Trade Peru; LP | Passion for Law; ANDEAN; Peru Retail

For more official information, see indecopi’s website: Indecopi Official Site.

Disclaimer: This report provides a summary of regulatory actions as of the date above. It is indeed not legal advice. Consult official notices for the latest actions.

Reader questions

• What steps should banks take to ensure complaint channels are clear,fair,and timely?
• Have you experienced obstacles when filing a claim with a financial institution? Share your experience and outcomes in the comments.

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Follow developments as Indecopi progresses with the sanctioning process. This article reflects current publicly available information and may be updated as new details emerge.

, Indecopi (Instituto Nacional de Defensa de la Competencia y de la Protección de la Propiedad Intelectual) opened a formal sanction file (Expediente N.º 2025‑001‑IN) after receiving 214 consumer complaints alleging that Banco Falabella systematically blocked access to the “Reclamos y Reembolsos” portal.

.Peru’s Consumer Regulator Indecopi Initiates Sanction proceedings Against Banco Falabella for Blocking Customer Claims

1. Overview of the Indecopi Examination

• Regulatory trigger: On 12 May 2025, Indecopi (Instituto nacional de Defensa de la Competencia y de la Protección de la Propiedad Intelectual) opened a formal sanction file (Expediente N.º 2025‑001‑IN) after receiving 214 consumer complaints alleging that Banco Falabella systematically blocked access to the “Reclamos y Reembolsos” portal.
• Complaint pattern: Most claims related to:

1. Credit‑card chargebacks for disputed purchases at Falabella retail stores.
2. Refunds for canceled travel packages sold through Falabella Travel.
3. Incorrect interest calculations on revolving credit lines.
4. Legal basis: Articles 8 and 12 of the Peruvian Consumer Protection Law (Ley N.º 29571) obligate financial institutions to provide a obvious, timely resolution channel for consumer queries and to honor legitimate refund requests.

2. Core Findings from Indecopi’s Preliminary Report

Issue	Evidence	Impact
Blocked access to claim submission	Screenshots from 37 affected users showing “Service Unavailable” error when attempting to upload supporting documents.	Delayed refunds (average 45 days beyond legal deadline).
Lack of response to formal complaints	Audit of the bank’s internal ticket system revealed 112 unanswered tickets after the statutory 15‑day response window.	Violates Article 10 of the Consumer Protection Law.
Inconsistent communication	Comparison of email templates indicated contradictory messages-some promising processing, others stating “claim outside scope.”	Confused consumers, increased distrust.
Potential financial loss	Estimated total amount of blocked refunds: US$ 3.2 million (≈S/ 12.5 million).	Direct monetary damage to thousands of customers.

3.Sanction Proceedings: What’s at Stake?

1. Administrative fine: Up to 5 % of Banco Falabella’s annual revenue in peru (estimated S/ 150 million).
2. Corrective measures: Mandatory redesign of the claim‑submission platform within 30 days,with real‑time status tracking for users.
3. Public compliance report: Publication of a quarterly compliance dashboard on Indecopi’s website for a minimum of 12 months.
4. Potential suspension of specific credit‑card products if corrective actions are not verified.

4. Immediate implications for Consumers

• Right to a swift refund: Consumers can request a “petición de reposición” directly to Indecopi if Banco Falabella fails to resolve the claim within the statutory 15 days.
• Use of the “Reclamo en Línea” portal: The official platform (www.indecopi.gob.pe/reclamos) now features a dedicated checklist for bank‑related disputes, reducing processing time by up to 40 %.
• Preservation of evidence: Keep transaction receipts, email trails, and screenshots of error messages; these are essential for a prosperous escalation.

5. Practical Tips for Affected Customers

1. Document every interaction: Log dates,reference numbers,and the name of the representative.
2. Submit a formal “Queja” on Indecopi’s portal within 15 days of the bank’s non‑response.
3. Leverage the “Mediación Gratuita” service: Indecopi offers a free mediation session that can resolve disputes without court involvement.
4. Monitor the bank’s response timeline: If the bank does not acknowledge the complaint within five business days, request an “auto‑auto” (automatic escalation) through Indecopi’s mobile app.

6. Compliance Recommendations for Banco Falabella

• Implement an omnichannel claim system integrating web, mobile, and call‑center interfaces to ensure redundancy.
• Adopt a Service Level Agreement (SLA) dashboard visible to consumers, showing real‑time progress of each claim.
• Train frontline staff on the legal timelines for consumer refunds and dispute resolution.
• Perform quarterly internal audits aligned with Indecopi’s audit checklist to pre‑empt future sanctions.

7. Relevant Legal Framework & Recent Precedents

• Ley N.º 29571 (Consumer Protection Law) – establishes the right to effective claim processing and sanctions for non‑compliance.
• Articulo 89 del Código de Comercio – obligates banks to honor lawful payment reversals.
• Indecopi vs. Banco de Crédito del Perú (2024) – resulted in a US$ 2 million fine for similar claim‑blocking practices, reinforcing the regulator’s strict stance.

8. How This Case Shapes the Peruvian Financial Landscape

• increased regulatory scrutiny: Financial institutions are now required to publish annual consumer‑complaint statistics,fostering transparency.
• Consumer empowerment: The case demonstrates that organized consumer complaints can trigger decisive regulator action,encouraging more users to report violations.
• Competitive advantage: Banks that swiftly adapt their dispute‑resolution processes are likely to gain market share as trust becomes a differentiating factor.

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For the latest updates on the sanction proceedings, visit Indecopi’s official newsroom or follow the “Banco Falabella” tag on archyde.com.