SAC - Financial Customer Service
The Regime for the protection to the financial consumers is compiled by The Law 1328, 2009 in three aspects: a) Provision of the information b) Attention and Protection of the Financial Consumer and c) Legal counsel for the Financial Consumer, and also considers the obligation of the controlled entities by the Financial Superintendence of Colombia of implementing a “Financial Customer Service- SAC”, in order to consolidate an environment of attention, protection and respect to the financial consumers.
For this reason, from 2010, FINAGRO implemented the Handbook SAC which are stablished the policies, procedures and programs in order to guarantee an effective and suitable operating itself and also focused on:
Provide right information.
Strengthen the procedures for the attention to the complaints, claims and suggestions.
Promote the protection to the rights of the financial consumers and their financial education.
FINAGRO through the web: www.finagro.com.co gives the channels to you can register your complaint, request information, give suggestions or congratulations related with our mission, for this we have the following channels:
- Suggestions, Requests, Complaints or claims
- Answers to Frequent questions
- Chat
- Personalize attention and guidance
- Analysis contact center January 2015
Financial Education
FINAGRO through of Financial Customer Service (SAC) and like a member of ASOBANCARIA, have consolidated a series of programs and campaigns of education that allow to the consumers in a simple way to understand the characteristics of the different products and services offered by FINAGRO, and the compilation of the interested subjects about Financial Education.
As a result, we invite you to click the link of the web ASOBANCARIA “Saber Más Ser Más”, name given to the Financial Education Program for the Colombian Bank in order to make aware to the population about the importance of learning in financial subjects, giving tools in order to improve the knowledge and the habits for managing their personal and family finances and therefore to do contact with the financial system. Additionally, you will find Financial Schedules, advices for saving, information to the financial consumer, suggestions of security, financial calculators and other interesting subjects.
Chat on line
Welcome to our chat on line
In this section you can find the information that are you looking for the products and services offered by FINAGRO.
Our specialized advisors will attend you at real time from 8:00 am to 5:00 pm; off the lock, you can let us theirs concerns and these will be answered the next working day.
Rights of Requests
In compliance of the Law 1474, 2011, FINAGRO publish the relationship of Rights of Requests filed during 2014 with the respective information about the procedure; this information will be update regularly. The defined terms according to the regulations are 15 working days to reply these applications.
Simulator of the credit
Welcome to the Simulator of Credit of FINAGRO, this tool helps you to know all the financial opportunities offered by FINAGRO. This simulator is an aid for the users; however it is important to take into account that is an approximation. If you want to get more information, please contact to the Contact Center or to our Customer Service Office in Bogotá- Colombia 571-3203377 Ext. 141-274-119-154
Types of Communication
Complaints or claims: These are which facts happened by a possible un-fulfillment of the rules which regulate the development or realization of services or product offered, regarding with the quality of themselves.
Suggestions: These are the advices in order to improve, facilitate, clarify or regularize the relationships with the customers and the correct provision of services.
Request of information: These are the requests received through of the indicate ways in the procedure, which require general or specific information about the products or services of the Entity.
Congratulations: These are the recognitions about the provided service, expressed by a user.
Accountability
Public audience of accountability Management FINAGRO 2014
The Financing Fund for the Agricultural and Livestock Sector-FINAGRO did a public audience of accountability of its management in 2014, the 12th May, 2015 as a strategy of Senior Management in order to fulfill with the duty to inform and to reply publicly to the all interested parts and the citizenship in general, for the management of the assigned resources by the National Government inside of the public policy to the financial support of the producers in the implementation and development of theirs productive projects and for the decisions and management made in 2014.
Next, you will find the respective information about the Public Audience of Accountability Management 2014, any questions please write to e-mail: mhernandez@finagro.com.co
Circumstances Analysis
With the purpose to get the most important update information about the performance of the economy and the financial sector as national as international, FINAGRO publishes the Financial Economic Observer.
Annual Report
In this section you will find the Annual Report from 2006:
- Management Reports
- Sustainability Reports
- Activities Reports
Anticorruption and attention to the citizen plan
According to the Decree 2641 of 17th, December 2012, FINAGRO has an anticorruption and attention to the citizen plan, in this are compiled the control diagrams, policies, strategies and others aspects in order to avoid the risks related on the corruption.
All information about the control of risks inside FINAGRO like its causes, matrixes, controls are considered confidential, but these can be consulted through a request introduced to the Secretary’s General Office and they decide if this request is pertinent or not.
Media
These are the media through which you can report any irregular behavior or any act against the ethics related on corruptions event or fraud.
Today are available the free phone line 2880431 and the e-mail lineaetica@finagro.com.co. The information is absolutely reserved and anonymous in order to report the previous information.
Characteristics
The phone line is available from Monday to Friday from 8:00 am to 5:00 pm.
The e-mail is available 24 hours
Your complaints are confidential and if you want anonymous.
Calls are attended by a person who will do a collection process of complete and pertinent information.
Kinds of complaints
Foul to the Ethics Code
Fraud
Defalcation of resources
Bribes, gifts with appearance of corruption
Who can file the complaints?
Employees
Administrators
Customers
Suppliers
Users and general public