Carlos Felipe B.Managing partner and founder
Care that respects the autonomy
The Superintendency of Banks issued Circular Letter CCI-REG-2026000013, dated October 1, 2026, and its guidelines on financial services for older adults . The document , published on October 2, promotes accessible services, clear information , and practices that respect the decision-making capacity of this group . For an older person , going to a bank should not mean being ignored, receiving incomprehensible explanations, or losing control of their decisions simply because they are accompanied.
The legal basis and scope of the recommendations
The circular letter is based, among other foundations, on the principle of equality enshrined in Article 39 of the Constitution , Law No. 352-98 on the Protection of the Elderly, and the framework for the protection of financial consumers. It instructs the strengthening of channels, processes, materials, and institutional practices, while the annex elaborates on guidelines and best practices. This distinction is important: the operational recommendations in the guide should be interpreted as formulated, without turning each example into a mandatory product or an automatic right to obtain credit.
Age does not equal incapacity
The guide recommends avoiding automatic exclusions based solely on age and assessing risks using objective criteria. It also warns against presuming incapacity, infantilizing the user, or imposing additional requirements based on age without justification. Staff should speak to the service holder and verify their preferences, even when accompanied by a family member. The presence of a companion does not, in itself, make them a legal representative or grant them the authority to manage the funds.
Clear explanations and accessible channels
The annex proposes simple language, legible contracts and materials, comprehension checks, and service options that combine in-person and digital channels. Suggested measures include improving app accessibility, facilitating support and training, and adopting priority service mechanisms or spaces that reduce waiting times. The entity must explain the product's terms, costs, and risks in a way that allows for informed decision-making; access to a service should not depend solely on smartphone proficiency.
Fraud support and prevention without moving the customer
The guide includes voluntary support tools, financial education, alerts about unusual transactions, and appropriate authentication mechanisms. Some alternatives include trusted individuals or authorization levels, subject to the user's discretion and their corresponding implementation. As a practical precaution, it's advisable to ask what permissions are granted, how they can be revoked, and what information a third party can access. Sharing personal passwords or relinquishing complete control of an account is not a necessary consequence of receiving help.
What to do in case of inadequate care
The affected person can request that the bank explain the specific reason for a requirement, rejection, or restriction and file a complaint through its customer service channels, keeping all relevant records and documents. If they need guidance or to continue a process, they can consult the Prousuario mechanisms and their requirements. The objective of these guidelines is to improve inclusion and treatment, while preserving the security of transactions and customer autonomy. They do not eliminate legal verifications nor do they require the approval of all loans requested by senior citizens.