Análise do posicionamento de uma instituição financeira no ranking de reclamações do Banco Central do Brasil

Abstract

The Central Bank of Brazil is one of the main supervisory entities that make up the current structure of the National Financial System and seek to ensure its soundness and regulate the functioning of banking and non-banking entities operating in Brazil. Among the performance activities, one of them stands out in receiving complaints about non-compliance with rules that regularize financial activities that aim to protect users in curbing possible abuses. These complaints, when considered as well-founded, led the body to take several initiatives, among them, the elaboration of the ranking of complaints that is published on the Central Bank website. The rankings are published periodically, making public the position of the financial institutions (FIs) under their supervision and the profile of their clients' complaints. This exposure is likely to negatively impact the opinion and image before the market. Thus, the research carried out used a qualitative and quantitative approach, seeking to analyze the main regulated complaints coming from a Brazilian FI that experienced its positioning in the ranking of complaints by the Central Bank of Brazil. The sample consisted of all complaints arising in the period of 2021 collected from the agency's own website, as well as performance data, position of the FI and number of customers. With this information in hand, the Pareto diagram technique was applied to identify the main complaints considered valid in this period. Identified as the most recurrent complaints, the data were admitted to the one-way analysis of variance (ANOVA one way), which identified whether there is a statistically significant difference between the complaints. The results illustrate the difference between some of the selected complaints, allowing the indication of proposals for appropriate improvements to the individual treatment of these claims.