In order to attend with greater agility, now in Panama the Superintendence of Banks will be able to manage via e-mail the claims submitted to it.

To speed up the processes for the attention of claims before the regulatory entity, the Board of Directors of the Superintendence of Banks of Panama (SBP), approved Agreement No. 8 -2020 of July 16, 2020, which amends Articles 8 and 13 of Agreement No. 3-2008.

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An official statement details that “… The Agreement establishes measures related to the transfer and response to claims by the Superintendence of Banks, which may be made by e-mail.

In this regard, the rule states that the Superintendence will transfer the claim to the bank, via email, to be answered within five (5) working days. Upon replying, the bank must attach a full copy of the procedure or management given to such claim by its Complaint Attention System.

The bank’s response to the transfer and the evidence provided shall be acknowledged by e-mail and the validity of the documents attached be recognized. Once the bank has sent the response to the transfer, it may not attach any additional documents. Nevertheless, it states that the Superintendence may request additional documentation or require proof ex officio.”

See full document (in Spanish).
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