{"id":1991,"date":"2020-06-24T21:58:33","date_gmt":"2020-06-25T02:58:33","guid":{"rendered":"https:\/\/alcreative.com.co\/?page_id=1991"},"modified":"2025-11-10T10:47:34","modified_gmt":"2025-11-10T15:47:34","slug":"system-for-financial-consumer-service","status":"publish","type":"page","link":"https:\/\/www.almacafe.com.co\/en\/system-for-financial-consumer-service\/","title":{"rendered":"System for Financial Consumer Service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; css=&#8221;.vc_custom_1589210461108{margin-top: 0px !important;padding-top: 0px !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_column css=&#8221;.vc_custom_1589210547311{margin-top: 0px !important;padding-top: 0px !important;}&#8221;][vc_column_text]<\/p>\n<div class=\"title_bg_services\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2375\" src=\"\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero.jpg\" alt=\"\" width=\"1920\" height=\"600\" srcset=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero.jpg 1920w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-300x94.jpg 300w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-1024x320.jpg 1024w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-768x240.jpg 768w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-1536x480.jpg 1536w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-260x81.jpg 260w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-50x16.jpg 50w, https:\/\/www.almacafe.com.co\/assets\/media\/2020\/07\/img_sistema-de-atencion-al-consumidor-financiero-150x47.jpg 150w\" sizes=\"(max-width:767px) 480px, (max-width:1920px) 100vw, 1920px\" \/><\/p>\n<div class=\"title_services\">System for Financial<br \/>\nConsumer Service<\/div>\n<\/div>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; css=&#8221;.vc_custom_1596584320072{background-color: #f5f5f5 !important;}&#8221;][vc_column][vc_column_text]<\/p>\n<ul class=\"t1\">\n<li>SYSTEM FOR FINANCIAL CONSUMER SERVICE<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1593054157745{padding-top: 20px !important;padding-bottom: 70px !important;}&#8221;]<\/p>\n<h1 style=\"text-align: center;\">Petitions, Complaints, Claims and Suggestions:<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; bg_type=&#8221;image&#8221; parallax_style=&#8221;vcpb-default&#8221; bg_image_new=&#8221;id^826|url^\/assets\/media\/2020\/06\/bg_Tabs.jpg|caption^null|alt^null|title^bg_Tabs|description^null&#8221;][vc_column css=&#8221;.vc_custom_1591818209682{padding-top: 40px !important;padding-right: 50px !important;padding-bottom: 123px !important;padding-left: 50px !important;}&#8221; offset=&#8221;vc_hidden-sm vc_hidden-xs&#8221;]<section class=\"elegant-tabs-container\">\n\t\t\t<div class=\"et-tabs et-vertical et-tabs-style-bars tab-class-1569121641 et-align-left\"\n\t\t\tdata-tab_style=\"bars\"\n\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\tdata-active-text=\"\"\n\t\t\tdata-hover-bg=\"\"\n\t\t\tdata-hover-text=\"\"\n\t\t\tdata-active-tab=\"0\"\n\t\t\tdata-auto-switch-tab=\"no\"\n\t\t\tdata-switch-interval=\"5\"  >\n\t\t\t<nav class=\"elegant-tabs-nav\" style=\"\">\n\t\t\t<ul class=\"elegant-tabs-list-container\" style=\"color:rgba(95,169,96,0.01);\">\n\t\t\t<li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591055105669-8\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591062199399-2-9\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591062206006-2-2\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591062206782-3-4\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591062207185-4-9\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591111678381-5-9\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591111723787-6-10\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591111760048-7-3\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591111833361-8-0\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li><li style=\"background:rgba(95,169,96,0.01);\" ><a class=\"et-anchor-tag\" style=\"--border-color:rgba(95,169,96,0.01);\" href=\"#\" target=\"\" data-href=\"#section-1591111854400-9-6\"><img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples.png\" style=\"width: 500px;height: 110px\" \/><span style=\"\" class=\"et-tab-title has-icon\"><\/span><\/a><\/li>\n\t\t\t<\/ul>\n\t\t\t<\/nav>\n\t\t\t<div class=\"et-content-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591055105669-8_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591055105669-8\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Service-System-SAC.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591055105669-8\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div id=\"style-1\" class=\"scrollbar\">\n<div class=\"force-overflow\">\n<p><span style=\"color: #ffffff;\">What is the SAC? It is the Consumer Service System and it is aimed at ensuring the protection the financial consumer vis-\u00e0-vis the institutions supervised by the Financial Superintendence.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">What should we know about the SAC? The guiding principles that rule the relations between financial consumers and the controlled institutions are as follows:<\/span><\/p>\n<p><span style=\"color: #ffffff;\">Due Diligence: The controlled institutions under supervision of the Financial Superintendence of Colombia must apply due diligence when offering their products or delivering their services to the consumers, so that the latter receive relevant information and \/ or adequate and respectful attention in the development of their relations with those institutions and, in general, when carrying out their normal activities and operations. In that respect, relations between the controlled institutions and the financial consumers must be developed in a way that ensures that the needs of the financial consumer are met, in keeping with the offer, commitment and obligations previously agreed upon. The controlled institutions must follow the instructions by the Financial Superintendence of Colombia regarding the safety and quality of the different channels for financial services\u2019 distribution.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">Freedom of choice: Notwithstanding the special provisions imposed by the duty to supply a specific financial product or service, the controlled institutions and the financial consumers may freely choose their counterparties when entering into the contracts to establish the supply of goods or the rendering of services offered by the former. In case they refuse to render the services or offer the products, their refusal must be based on objective causes and it cannot be the result of a different and unjustified treatment to the financial consumers.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">Transparency and true, sufficient and timely information: The supervised entities must supply the financial consumer true, adequate, sufficient, clear and timely information that specifically enables the financial consumers to properly know their rights, obligations and costs in the relations that are established with the controlled institutions.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">Responsibilities of the controlled institutions when handling complaints: The controlled institutions must duly and efficiently handle the complaints or claims filed by financial consumers in compliance with the terms and conditions provided for in current regulation. Furthermore, after identifying the causes of the complaints and claims, they must design and implement the necessary, timely and continuous improvement actions.<\/span><\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591062199399-2-9_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591062199399-2-9\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591062199399-2-9\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div class=\"barstandar\"><span style=\"color: #ffffff;\">The financial consumer is any client and user of the supervised institutions, the investor of the products offered through the financial asset markets, the insured party, the general pension regime affiliate, as well as anyone as may be determined by virtue of the Law or by order to the National Government (Article 80 &#8211; Decree 4327 of 2005).<\/span><\/div>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591062206006-2-2_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591062206006-2-2\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Obligations-of-the-Financial-Entities.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591062206006-2-2\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div id=\"style-1\" class=\"scrollbar\">\n<div class=\"force-overflow\">\n<p><span style=\"color: #ffffff;\">Pursuant to what is set forth in the 7th Article of Law 1328 of 2009, the controlled institutions will have the following special obligations:<\/span><\/p>\n<p><span style=\"color: #ffffff;\">a) Giving information to the public with respect to the financial consumers\u2019 advocate, in keeping with the Financial Superintendence of Colombia\u2019s guidelines on the matter.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">b) Duly delivering the product or providing the service, meaning under the conditions informed, offered or agreed with the financial consumer, and applying adequate safety and quality standards when delivering such products or providing such services.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">c) Furnishing understandable information and transparent, clear, trustworthy and timely advertising about the products and services that they offer in the market.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">d) Relying on a Financial Consumer Service System (SAC) as set forth herein, as well as in the decrees that regulate it and in the instructions by the Financial Superintendence of Colombia in this respect.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">e) Refraining from incurring in behaviors that imply contractual abuses or agreeing to clauses that could affect the balance of the contract or give rise to an abuse of the dominant contractual position.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">f) Drafting contracts and appendixes that clearly regulate customer relations (in characters that are legible in plain sight) and putting such documents at the clients\u2019 disposal for their acceptance. A copy of the documents supporting the contractual relation must be at the disposal of the corresponding client and shall contain the terms and conditions of the product or service, the rights and obligations, as well as the interest rates, prices or fees and the way to determine them.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">g) Refraining from making collections that have not been agreed upon or that have not been informed in advance to the financial consumer, in keeping with the terms set forth in the guidelines and regulations governing this matter, as well as putting at the disposal of the financial consumer the payment vouchers or support documents, transactions or operations carried out by any channel offered by the controlled institution. The conservation of such vouchers and supporting evidence must comply with standards on the matter.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">h) Refraining from making any collections as related to pre &#8211; judicial collection expenses without having taken the steps and carried out the activities required for that purpose and without having previously informed the financial consumer of their value. Collection proceedings must be carried out respectfully and in the adequate times.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">i) Maintaining the secrecy and confidentiality of any confidential information furnished by the financial consumer in the terms set forth in the applicable standards, notwithstanding the obligation to provide it to the competent authorities.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">j) Giving evidence of the status and \/ or specific conditions of the products on a specific date when the financial consumer so requests it, in keeping with the procedure set forth for that purpose, except in cases where the controlled institution is in the obligation to do so without the need for previous request.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">k) Addressing and giving a timely answer or solution to the requests, complaints or claims filed by financial consumers, following the procedures set forth for this purpose, the provisions set forth herein and in any other standards and regulations that may be deemed applicable.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">l) Providing the necessary human, physical and technological resources so that the branches and agencies are capable to offer efficient and timely services to financial consumers.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">m) Enabling its clients a free consultation, at least once a month, through the channels established by the institution, to check the status of their products and services.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">n) Including in its Web site a link to the site of the Financial Superintendence of Colombia regarding financial consumers.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">o) Reporting to the Financial Superintendence of Colombia (as the latter may determine) the price of all massively offered products and services. This information must be permanently disseminated by each controlled institution in its offices, its ATM networks and its Web page.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">p) Informing financial consumers the cost of all transactions, if any, offering them the possibility to carry it out or not (in the terms set forth by the Financial Superintendence of Colombia, through the corresponding channel and prior to carrying out the operation.)<\/span><\/p>\n<p><span style=\"color: #ffffff;\">q) Possessing the electronic means and adequate controls to offer efficient transaction safety regarding the financial consumers\u2019 confidential information and the networks that contain it.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">r) Timely and diligently collaborating with the Financial Consumer Advocate, the judicial and administrative authorities, as well as the self &#8211; regulating organizations, in order to compile the information and obtain the evidence (if required), included those related to fraud, theft or any other behavior that can be considered a punishable offense perpetrated through the use of credit or debit cards, electronic or telephone transactions, or any other modality.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">s) Refraining from requesting information to the financial consumer that is already in the hands of the controlled entity or any of its departments, branches or agencies, notwithstanding the financial consumer\u2019s obligation to update the information as required by the pertinent standards or regulations.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">t) Developing financial education programs and campaigns for its clients on the different products and services that they provide, their obligations and rights, the cost of the products and services that they offer, the markets and the type of controlled institutions, as well as the different mechanisms set forth for the protection of their rights, according to the Financial Superintendence of Colombia\u2019s instructions in that respect.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">u) All other dispositions set forth herein an in related standards, supplementary and regulatory standards, any standards as may be derived from the nature of the contract that has been entered into or the service that has been provided to the financial consumers, as well as the instructions issued by the Financial Superintendence of Colombia to comply with its functions and the rules of self &#8211; regulating organizations.\u201d<\/span><\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591062206782-3-4_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591062206782-3-4\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Duties-and-Rights-of-the-Financial-Consumers.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591062206782-3-4\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div id=\"style-1\" class=\"scrollbar\">\n<div class=\"force-overflow\">\n<p><span style=\"color: #ffffff;\">Law 1328 of 2009 -specifically in its 5th Article- sets forth the rights of the financial consumers as follows:<\/span><\/p>\n<p><span style=\"color: #ffffff;\">a) Based on the principle of due diligence, the financial consumers must have the right to receive from the controlled institutions products and services that meet the safety and quality standards in compliance with the offered conditions and assumed obligations by the controlled institutions.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">b) Access to transparent, clear, trustworthy, timely and verifiable advertising and information (in the terms set forth herein and in other special provisions) on the inherent characteristics of the products or services that are offered and \/ or supplied. Specifically, the information furnished by the corresponding institution must enable and facilitate comparisons and understanding regarding the different products and services offered in the market.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">c) Demanding due diligence in the service provided by the controlled institutions.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">d) Receiving adequate information on the different modalities to orchestrate the management of the offered products and services, along with their rights and obligations, the costs that will be generated from those products and services, the markets and activity types carried out by the controlled institutions, as well as the different protection mechanisms that have been established to defend their rights.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">e) Respectfully present all the inquiries, petitions, requests, complaints or claims before the controlled institution, the Financial Consumer Advocate, the Financial Superintendence of Colombia and the self &#8211; regulating organizations.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">f) The remaining rights as set forth in this law or in any other provisions, as well as those contained in the instructions given by the Financial Superintendence of Colombia.\u201d This same Law -in its 6th Article- sets forth the self &#8211; protection practices for financial consumers themselves, which may be considered duties for them to consider, as follows:<\/span><\/p>\n<p><span style=\"color: #ffffff;\">1. Confirming if the entity with which they wish to enter into a contract or whose products or services they wish to obtain is duly authorized and supervised by the Financial Superintendence of Colombia.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">2. Procuring information on the products or services that intend to acquire or use, inquiring about the general operating conditions; in other words, the rights, obligations, costs, exclusions and restrictions applicable to the product or service, while at the same time demanding the necessary, precise and sufficient verbal and written explanations that enable them to make informed decisions.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">3. Abiding by the instructions and recommendations issued by the controlled institution regarding the handling of the financial products or services.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">4. Reviewing the terms and conditions of the pertinent contract and its appendixes, as well as keeping the copies that they receive of those documents.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">5. Procuring information on the agencies and means the institution counts on for the submission of petitions, requests, claims or complaints.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">6. Obtaining a timely response to each request for a product or service.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">1st PARAGRAPH. The non-exercise of the financial consumers\u2019 self-protection practices does not imply the loss or disregard of their inherent rights when dealing with the controlled institutions and the competent authorities. Likewise, it does not exempt the controlled institutions from the special obligations that are provided for herein with respect to the financial consumers.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">2nd PARAGRAPH. The financial consumers will have the duty to provide true, adequate, sufficient and timely information to the controlled institutions and to the competent authorities in cases when the latter demand such information to duly comply with their duties and update any data that requires it. Likewise, they will inform the Financial Superintendence of Colombia and other competent authorities about institutions that deliver financial products or provide financial services without being legally authorized to do so.\u201d<\/span><\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591062207185-4-9_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591062207185-4-9\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Regulations-on-the-Financial-Consumer.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591062207185-4-9\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1602257523632{padding-top: 412px !important;padding-right: 99px !important;padding-left: 71px !important;}&#8221;]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">To read the regulations on the financial consumer.<\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"myButtonclickhere\" href=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/10\/REGLAMENTO_DEFENSOR_CONSUMIDOR_FINANCIERO_9_10_20.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Click here.<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591111678381-5-9_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591111678381-5-9\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Consumer-Advocacy.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591111678381-5-9\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1762789642112{padding-top: 422px !important;padding-right: 21px !important;padding-left: 71px !important;}&#8221;]<span style=\"color: #ffffff;\">One of the mechanisms that <b>Almacaf\u00e9<\/b> customers have to file complaints or claims regarding the quality of the services provided by Almacaf\u00e9 is to approach the <b>Financial Consumer Ombudsman (Defensor del Consumidor Financiero)<\/b>, who will guide them and issue an objective, free, and independent ruling on the observations concerning the quality of Almacaf\u00e9&#8217;s services that are brought before him.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">Filing a complaint with the Financial Consumer Ombudsman does not require any formalities; it is sufficient to state the reason for the complaint, describing the facts and the rights considered violated, as well as the identification and other data that allow contact with the person filing the complaint to send them the corresponding response.<\/span><\/p>\n<p><span style=\"color: #ffffff;\">The Financial Consumer Ombudsman for Almacaf\u00e9 is provided by the company <b>Serna Rojas Asociados<\/b> and can be contacted through the following channels:<\/span><\/p>\n<ul>\n<li><span style=\"color: #ffffff;\"><b>Principal Ombudsman:<\/b> Carlos Mario Serna Jaramillo<\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Alternate Ombudsman:<\/b> Patricia Amelia Rojas Amezquita<\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Telephone:<\/b> PBX 601 4898285 Monday to Friday from 8:00 a.m. to 5:30 p.m.<\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Website:<\/b> <a class=\"ng-star-inserted\" style=\"color: #ffffff;\" href=\"http:\/\/www.defensoriasernarojas.com\" target=\"_blank\" rel=\"noopener\">www.defensoriasernarojas.com<\/a><\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Complaint Filing (7\/24 Reception):<\/b><\/span>\n<ul>\n<li><span style=\"color: #ffffff;\">Option 1: Main Screen \/ Send your complaint<\/span><\/li>\n<li><span style=\"color: #ffffff;\">Option 2: Ombudsman Tab \/ Send your claim<\/span><\/li>\n<\/ul>\n<\/li>\n<li><span style=\"color: #ffffff;\"><b>E-mail:<\/b> <a class=\"ng-star-inserted\" style=\"color: #ffffff;\" href=\"mailto:defensoria@defensoriasernarojas.com\" target=\"_blank\" rel=\"noopener\">defensoria@defensoriasernarojas.com<\/a><\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Physical Address:<\/b> Carrera 16 A No 80-63 office 601. Edificio Torre Oval.<\/span><\/li>\n<li><span style=\"color: #ffffff;\"><b>Hours of Operation:<\/b> Monday to Friday from 8:00 am to 12:00 pm and from 2:00 pm to 5:00 pm.<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591111723787-6-10_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591111723787-6-10\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Service-Conditions.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591111723787-6-10\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1593055683856{padding-top: 634px !important;padding-right: 21px !important;padding-left: 71px !important;}&#8221;]<span style=\"color: #ffffff;\">The service offers that Almacaf\u00e9 supplies for the customers\u2019 information are the conditions under which it will provide the different services, such as: general warehouse for goods and merchandise storage, customs brokerage and the delivery of the financial services offered by the institution.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591111760048-7-3_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591111760048-7-3\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Financial-Education.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591111760048-7-3\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1761757529188{padding-top: 605px !important;padding-right: 21px !important;padding-left: 71px !important;}&#8221;]<span style=\"color: #ffffff;\">Almacaf\u00e9 maintains a financial education strategy aimed at its Clients, regarding the different operations, services, markets, and types of activity it develops, promoting that they can make informed decisions and know the different mechanisms for the protection of their rights, as well as the various self-protection practices.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591111833361-8-0_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591111833361-8-0\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Customer-Service-Line.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591111833361-8-0\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1758052749143{padding-top: 54px !important;padding-right: 21px !important;padding-left: 71px !important;}&#8221;]<span style=\"color: #ffffff;\">We work every day to improve our services. Please let us know about your experience with us through:<\/span><\/p>\n<p><span style=\"color: #ffffff;\"><b>Email:<\/b> servicios.almacafe@almacafe.com.co <\/span><\/p>\n<p><span style=\"color: #ffffff;\">Office hours: Mon \u2013 Fri: 8:00 a.m. \u2013 12:00 p.m. and 2:00 p.m. to 5:00 p.m.<\/span><\/p>\n<p><span style=\"color: #ffffff;\"><b>Phone:<\/b> (571) 3137200, extension 1144 <\/span><\/p>\n<p><span style=\"color: #ffffff;\">Office hours: Mon \u2013 Fri: 8:00 a.m. \u2013 12:00 p.m. and 2:00 p.m. to 5:00 p.m.<\/span><\/p>\n<ul>\n<li><span style=\"color: #ffffff;\">Form available at our offices for submitting complaints about services rendered.<\/span><\/li>\n<li><span style=\"color: #ffffff;\">Website: &#8220;Customer Service&#8221; or &#8220;Contact&#8221; section.<\/span><\/li>\n<li><span style=\"color: #ffffff;\">Employees related to the services.<\/span><\/li>\n<li><span style=\"color: #ffffff;\">Through the Superintendencia Financiera de Colombia: <a class=\"ng-star-inserted\" style=\"color: #ffffff;\" href=\"https:\/\/www.superfinanciera.gov.co\/jsp\/index.jsf\" target=\"_blank\" rel=\"noopener\">https:\/\/www.superfinanciera.gov.co\/jsp\/index.jsf<\/a><\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5303\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia.png\" alt=\"\" width=\"594\" height=\"1220\" srcset=\"https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia.png 594w, https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia-146x300.png 146w, https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia-499x1024.png 499w, https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia-71x146.png 71w, https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia-24x50.png 24w, https:\/\/www.almacafe.com.co\/assets\/media\/2022\/06\/PQRS-infografia-37x75.png 37w\" sizes=\"(max-width:767px) 480px, 594px\" \/>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"rgba(95,169,96,0.01)\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1591111854400-9-6_tab infi_accordion_item\" style=\"background:rgba(95,169,96,0.01);\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1591111854400-9-6\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"\" class=\"elegant-tabs-image-icon\" data-hover-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples-hover.png\" data-original-src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples.png\" src=\"https:\/\/www.almacafe.com.co\/assets\/media\/2020\/06\/Contract-Samples.png\" style=\"width: 500px;height: 110px\" \/>\t\t\t\t\t\t\t\t\t<span class=\" has-icon\"><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1591111854400-9-6\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;.vc_custom_1597171012557{padding-top: 758px !important;padding-right: 21px !important;padding-left: 71px !important;}&#8221;]<span style=\"color: #ffffff;\">The service contracts of Almacaf\u00e9 will be adjusted according to the service conditions requested by the client, considering that our offers are adapted to customer knowledge and the specific needs of both their relevant sector and specific activity.<\/span><\/p>\n<p style=\"text-align: left;\"><a class=\"myButtonclickhere\" href=\"\/assets\/media\/2020\/06\/Formato_Contrato_Agenciamiento_Aduanero.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Customs Brokerage Contract Format.<\/a><\/p>\n<p style=\"text-align: left;\"><a class=\"myButtonclickhere\" href=\"\/assets\/media\/2020\/08\/ALMACENAMIENTO.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Storage Contract Format.<\/a><\/p>\n<p style=\"text-align: left;\"><a class=\"myButtonclickhere\" href=\"\/assets\/media\/2020\/06\/Formato_Contrato_Disponibilidad_de_Area_1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Area Availability Contract Format.<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<\/div><\/section>\n\t\t\t<\/div> <!-- \/et-content-wrap -->\n\t\t\t<\/div> <!-- \/et-tabs -->\n\t\t\t<\/section>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; 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