Panama’s banking regulator will launch a new electronic system for consumer complaints next year. The Superintendency of Banks of Panama (SBP) approved the new rules, known as Agreement 9-2025, to modernize how disputes between customers and financial institutions are handled.
Starting November 15, 2026, all formal banking complaints must be filed and managed through a centralized digital platform. This system will create accessible digital case files for both consumers and banks, moving the entire process online.
Modernizing Consumer Protection
The regulator stated the primary goals are to reduce in-person paperwork, cut down on physical document use, and streamline communication through electronic notifications. This represents a significant shift from the procedures established under the old Agreement 3-2008, which will remain in effect for cases filed before the 2026 launch date.
Under the new framework, bank customers gain several key abilities. They can submit complaints electronically, track their status online, and participate in hearings either in person or virtually. The SBP also commits to issuing detailed, reasoned decisions within clearly defined time limits.
“This update is part of our institution’s commitment to user protection, transparency, and the use of technological tools that strengthen the relationship between clients and the country’s banking system,” the Superintendency of Banks of Panama stated. [Translated from Spanish]
The core timeline for complaints remains unchanged. Banks still have 30 calendar days to address a customer’s grievance directly. If the bank does not respond or the consumer rejects its solution, the individual can then escalate the matter to the SBP.
Streamlined Procedures and Enforcement
Once a complaint reaches the regulator, officials have five business days to evaluate it. They then forward the claim to the bank, which must respond within another five business days. The SBP can call hearings to clarify facts and assess evidence before rendering a final, binding decision.
For simpler cases, a faster oral procedure will apply. This covers smaller claims, specifically those involving amounts up to $1,500, or disputes related to banking transparency and information disclosure. The new rules also introduce stronger enforcement mechanisms to ensure compliance.
If a bank disobeys an order during the process, it now faces contempt fines of up to $100 per day. The SBP also retains the right to open a separate investigative file if a complaint reveals potential broader violations of banking regulation, which could lead to additional penalties.
“The Superintendency strengthens its commitment to reducing paper use and promoting digital tools, integrating qualified electronic signatures in all resolutions and documents issued in these processes,” the authority added. [Translated from Spanish]
The integration of a qualified electronic signature is a cornerstone of the digital transition. This feature aims to provide security and legal validity to every decision and document generated on the platform.
This regulatory overhaul by the Superintendency of Banks of Panama aligns with a global trend toward digital financial services oversight. It promises a more accessible and transparent complaint process for Panamanian banking customers starting in late 2026.