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In forceCross-sector: most supervised financial institutionsLast checked 13 November 2026

Complaints lodging and handling, Smartsupervision (Formatos 410-411)

A regulatory return listed by the Superintendencia Financiera de Colombia (SFC), Colombia.

Every day, supervised institutions across most sectors report, through the SFC's Smartsupervision system, every complaint a consumer lodges against them and how they are handling it, giving the SFC a near-real-time feed of consumer complaints. Source

Official title: Smartsupervision - Interposición de la Queja o Reclamo; Gestión de la Queja o Reclamo

The facts

Who files
Banks, finance corporations, Bancoldex (the state foreign-trade bank), Findeter (the territorial development finance agency), the National Infrastructure Finance Fund (FDN), Finagro (the agricultural finance fund), Icetex (the student-loan agency), Fonade (the national development fund), Fogafin (the deposit guarantee fund for banks), the National Savings Fund (FNA), Fogacoop (the deposit guarantee fund for financial co-operatives), the National Guarantee Fund (FNG), stockbroking firms, finance companies ('compañías de financiamiento'), general deposit warehouses, cattle-ranching funds, financial co-operatives' apex ('grado superior') organisations, credit co-operatives, capitalisation companies, general (non-life) insurers, life insurers, insurance co-operatives, insurance brokers, reinsurers, foreign reinsurers' representative offices, insurance and reinsurance brokers, investment management companies, mutual investment funds, low-value payment system operators, agricultural stockbroking firms and electronic deposit and payment companies (SEDPEs), as the SFC's index of formats lists the filer types for this format. Source
How often
Daily. Source
Deadline
Not stated in the SFC's index of formats; the exact monthly, quarterly or biweekly transmission date is set in the Circular Externa that adopted or last modified this format, or in a yearly calendar circular, none of which was read individually for this format so far. Source
Format
Other. A machine-to-machine web service submission, not a downloadable file. Source
How it is filed
Filing routes recorded for the SFC: RAS and WEB; MURIC; Smartsupervision. See how firms file with the SFC.
Status
In force
Legal basis
Group
Cross-sector: most supervised financial institutions

Templates (2)

The tables and forms inside the return. Plain name first, the SFC's code in brackets.

  • Complaint lodged (F.0000-165)
  • Complaint handling (F.0000-166)

Two reporting forms, counted from the index. Source

Validation rules

No published validation rules were found for this return. No numbered or published validation rules specific to this format were found on the pages read so far. The SFC's Capítulo XVI of the Circular Básica Contable y Financiera sets out general arithmetic and structural checks for Plan Único de Cuentas (PUC)-coded financial data transmitted via its RAS and WEB channels, which may cover some of this format's values, but that was not confirmed for this specific format. Source

Public data

Published only added up across firms. The SFC publishes aggregate complaint statistics ('Estadísticas de quejas') and a quarterly report on how banks and consumer ombudsmen have handled complaints; it does not say these come from the Smartsupervision feed by name. Source

Where it is published (Not confirmed so far.)

  • Estadísticas de quejas

    Added up across firms · Not confirmed so far (web pages; no file format checked).

    Aggregate statistics on complaints against supervised entities, and a quarterly report on how banks and their consumer ombudsmen have handled complaints. The SFC does not say these come from the Smartsupervision daily feed by name. Source

Official documents (2)

The SFC's own files, with the size and SHA-256 fingerprint of each as downloaded on 13 November 2026, so anyone can tell whether a copy is the same version.

  • Índice de Formatos

    Data dictionary · XLS · 157.0 KB

    The SFC's master list of every reporting format: number, name, periodicity, the Circular Externa that adopted or last modified it, and which entity types must file it.

    SHA-256 8bf829ffe1feshow in full8bf829ffe1fe745c00ee2cd6529545fdee447f88811d30cab6cc8935aa656311
  • Índice de Proformas

    Data dictionary · XLS · 157.5 KB

    The SFC's master list of reporting forms (proformas), cross-referenced to the format numbers above, naming the submission channel (RAS, WEB, WEBSERVICE, e-mail or paper) for each.

    SHA-256 ab70b92b22dashow in fullab70b92b22daf732ec2c19047be347b1e61a602fb809192e5254b0f1ae59d653

Sources

Every page and document this return's facts were read from.

Knowing exactly what is collected, in what format and under which rules is the first step to real-time supervision. Line4 builds SupTech software for financial regulators that runs checks like these as each return arrives.

Line4's own text, and the way Line4 has collected and arranged these records, are free to reuse under CC BY 4.0. Please credit: “Source: Line4 regulatory submissions library (CC BY 4.0), https://www.line4.ai”. The facts themselves belong to no one. The regulators' document titles, template names, quoted terms and documents belong to them and are not covered by this licence: see SFC's reuse terms. This describes what regulators publish. It is not legal or regulatory advice: always rely on the regulator's own text. Not affiliated with or endorsed by any regulator.

Fuente: Superintendencia Financiera de Colombia www.superfinanciera.gov.co

Last checked 13 November 2026.