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BC Releases Ranking for the 2nd Quarter of 2025; Inter, Bradesco, and Mercado Pago Appear on Top. Reasons Related to Security and Credit Cards Concentrate Complaints.
The Central Bank (BC) published the Complaints Ranking for the 2nd quarter of 2025. The list shows which financial and payment institutions accumulated the most complaints from consumers, weighted by the number of clients. The result highlighted that security and integrity issues in products and services continue to be among the main triggers for complaints.
According to the publication, Inter leads the quarterly ranking, followed by Bradesco and Mercado Pago. The scope includes banks, financial institutions, and payment entities, allowing comparisons from large conglomerates to rapidly growing digital players.
The BC ranking is used by consumers, regulators, and the market to monitor service quality, reliability of services, and risk management. In practice, the indicator serves as a thermometer of user experience in the financial system.
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Who Leads the Central Bank’s Ranking in the 2nd Quarter of 2025
At the top of the 2nd quarter index are Inter, Bradesco, and Mercado Pago. Following them, C6 Bank and PagBank complete the top 5 most complained institutions during the period, according to a compilation by specialized media based on BC data.
Some publications presented the indices estimated per million customers and the volume of substantiated complaints at each institution, maintaining the aforementioned order and reinforcing the predominance of digital banks among the top performers. These numbers help to gauge the intensity of the issues reported by consumers.
It is worth noting that leading the ranking does not mean having more customers, but rather registering more substantiated complaints per million customers. In other words, the indicator is proportional and comparable among institutions of different sizes.
Main Reasons for Complaints: Security, Card, and Service
According to the BC, the most frequent reasons in the 2nd quarter involved “irregularities related to integrity, reliability, security, confidentiality, or legitimacy” of operations and services — with a highlight on credit cards. Complaints of dissatisfaction with customer service (SAC) and issues in credit operations also gained weight.
In practice, these topics encompass everything from unrecognized transactions, discrepancies in postings, and authentication failures, to inadequate information about products. The pattern indicates a growing pressure for anti-fraud controls and clear communication across digital channels.
The data aligns with the advance of Pix and the intensive use of payment apps. In a digitized ecosystem, security incidents tend to occur more frequently and generate immediate reputational effects if not handled swiftly and transparently.
How the BC Index is Calculated
The complaints index is an estimate of substantiated complaints per million customers of the institution or conglomerate. “Substantiated” means that the BC’s analysis found evidence of non-compliance with laws or regulations under its supervision. This makes the indicator comparable and focused on cases with regulatory backing.
This methodology avoids distortions that would arise if the ranking considered only the raw number of complaints. Banks with larger customer bases would tend to appear at the top by absolute volume, even with a lower proportional rate. By normalizing per million customers, the BC highlights relative performances.
For consumers, understanding the index helps to assess experience risk before contracting a service and to compare competitors objectively. For institutions, it serves as a public signal about governance, controls, and service quality.
What Changed in 2025: New Categories and Focus on Automatic Pix
The BC periodically updates the table of irregularities that underpins the ranking. In 2025, there were significant adjustments: in the 2nd quarter, categories related to Automatic Pix (for financial and payment institutions) were included. The update reflects the system’s evolution and broadens the traceability of specific issues.
Changes in nomenclature also aimed to clarify the classification of complaints, such as those related to revolving credit and installment payments of credit card bills and to charge of fees. These refinements improve the understanding of what is actually causing friction in customer relationships.
For the reader, this means that the 2025 ranking captures new types of occurrences that did not exist or were not detailed before, especially in payment methods and digital operations.
How to Track the Ranking and Register Your Complaint
The official panel of the Complaints Ranking allows navigation by institution, subject, and period, in addition to downloading spreadsheets with the data. The BC’s note published on 07/24/2025 directs to the complete material for the 2nd quarter. The consultation is public and free.
If you have had a problem regulated by the BC, register your demand through the official channels of the monetary authority and, if necessary, also contact the institution’s Ombudsman and public resolution platforms. The more detailed the evidence, the greater the chance of your complaint being classified correctly and correcting processes.
Meanwhile, monitor the history of the institution in the ranking. Changes in position over the quarters help identify improvements or recurrences in the same issues.
Do you agree with the leadership of digital banks in the ranking or do you think the index penalizes those with more operations in the online environment? Is security for cards and Pix the biggest problem today or is the bottleneck in service? Leave your comment and bring your real experience to the conversation.
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