Products

Advocate of the client

We protect the rights of our clients and users in the services that we offer, - for this, we count on the Advocate of the Client.

CONFIANZA  S.A., is a company which is under monitoring and control from the Superintendencia Financiera de Colombia - Financial Superintendence of Colombia;  it is committed by law to have an Advocate of the Client, oriented towards the protection of the rights of its clients and users of the services it renders.

General duties of the advocate of the client

The advocate shall have as duties, the ones we are pointing out, following:

1. To be the spokesman of the clients or users before Confianza S.A.
2. To resolve - in an objective and free way - the complaints - individual in character-presented by our clients, related to the probable unfulfillment - on the part of Confianza S.A. - of the norms that govern the development or execution of the services or products it offers;  or with respect to their quality.
3. Under said quality, and having absolute independence as spokesman of the financial consumers before Confianza  S.A., he has the possibility to address - in writing and at any moment - to the Board of Directors of Confianza S.A., recommendations, proposals or petitions related to its activity that would have deserved his attention, and that - in his opinion - may favor the good relations between Confianza S.A. and its clients.

MATTERS  EXCLUDED  FROM  THE  ADVOCATE’S  CAPACITY.  Article 6 of decree 690 of 2003.

1. The ones that do not correspond or that are directly related to the ordinary  course of the authorized operations of the monitored entity;
2. The ones concerned with the labor link between the monitored entities and their  employees;
3. Those derived from the status of stockholder of a monitored entity;
4. The ones related to the recognizance of severance pay, and disability benefits, old age and of surviving;  as well as indemnification or insured amounts of      theinsurance contract;  except those related to the quality of service in the acknowledgment  in one case or the other - in which event, it shall be known to the client’s advocate;
5. The ones that refer to matters which are under proceedings or that have been resolved by legal process, arbitration procedure or executive action;
6. Those that correspond to decision on rendering of a service or product, the formalizing of a contract and its conditions, or the linking or admission as client;
7. The ones that refer to facts that occurred three (3) or more years before the date of presenting of the complaint;
8. The complaints whose object be the same facts, and affect the same parties, and that have been the object of previous decision on the part of the advocate;
9. The complaints whose individual amount - after adding all the concepts - be over one hundred (100) minimum legal monthly wages in force at the time of its presenting.

Paragraph: When deciding on the matters subdued to his capacity, the client’s advocate shall not be able to establish prejudices or sanctions - except those that be determined by law or by agreement from the parties.

AUTONOMY  OF  THE  ADVOCATE

The advocate shall carry out his duties with absolute autonomy - independence - from the administration agencies of Confianza S.A., and shall guarantee total impartiality and objectivity in relation to the assigned duties.

PROCEDURE  FOR  TAKING  CARE  OF  THE  COMPLAINTS  PRESENTED

For the presentation of complaints before the client’s advocate, no formality is demanded;  it is enough to point out the reason for it - describing the facts and the rights that be considered violated;  as well the identification and all the other data that permit to contact the client or user in order to deliver the corresponding answer.

1. Once the complaint be received, the advocate shall proceed to evaluate its reliability and relevancy;  as well as if the matter is under his capacity.                           If it is not, he shall deny its admission, communicating his decision to Confianza S.A. and to the client or user - within the term of five (5) judicial days counted     from the day following the one on which he has received the complaint.
2. If the advocate, for the admission of the complaint - requires knowing some data which Confianza S.A. or the client or user ought to supply, he shall proceed to requesting them.  The notified one, shall answer within a fifteen (15) judicial day period - counted from the day following the one said request is received.  Once the answer is received, the advocate ought to resolve as to the admission of the complaint within the following five (5) judicial days.                                                   If the client or user does not answer the requirement for more information, it shall be understood that the complaint has been abandoned.
3. After the claim has been accepted, the advocate shall transfer it to Confianza S.A.,  so that it may gather the information and present the arguments on which it bases its position.  Confianza S.A. shall answer within the fifteen (15) judicial days following the date on which it be sent the request for information;  this term could be prolonged for another five (5) judicial days - in case that information from third parties be beyond the control of Confianza S.A.

The advocate ought to study the information given by the parties, and shall make the decision within the following fifteen (15) judicial days, counted from the day following the one on which he has all the documents necessary to resolve the complaint.  One his decision is made, he ought to proceed to communicate it within the following five (5) judicial days, to each one of the persons involved, - by way of written communication sent to the address issued by the client or user and to Confianza S.A.;  likewise, he shall be able to adopt one of the following measures:

1. Present - in writing - to the Board of Directors of Confianza S.A. the recommendations or proposals that - to his criterion - he may consider important.
2. File away the request, informing the petitioner about the reason for which it is filed.

The decisions of the advocate, shall not be obligatory for anyone of the parties, - unless Confianza expressly accepts them.

The client or user, has the right to decide between going directly before Confianza S.A., o to the client’s advocate or to the Financial Superintendence of Colombia, in order to present his complaint.  Each institution shall evaluate the proceedings within the reach of its capacity.

Client’s advocate Doctor, María Julieta Villamizar, as principal, and Doctor, Gloria Marcela Leguizamón, as deputy, in case of temporary or absolute absences.  Who can be contacted at the following addresses and schedule:

Name: María Julieta Villamizar de la Torre
Adress: Carrera 7 A No. 97-73.
Phone: 636 21 54
Fax: 256 05 25
Email: juvilla@etb.net.co

 
Attention schedule:

By phone: monday to friday, from 8:00 a.m. to 6:00 p.m.
Personal: For more convenience to the client, the date and hour of the meeting - at the most convenient schedule - can be previously arranged.