¿Buenas prácticas u obligaciones a cargo del consumidor financiero?
Published date | 27 July 2023 |
¿Quién es un consumidor financiero?
Según el literal d) del artículo 2 de la Ley 1328 de 2009 (en adelante “la Ley”), un consumidor financiero es “todo cliente, usuario o cliente potencial de las entidades vigiladas [por la Superintendencia Financiera]”. Los artículos 5, 6 y 7 de la Ley establecen los derechos y las buenas prácticas de protección propia por parte de los consumidores financieros y las obligaciones especiales de las entidades vigiladas.
¿Qué son las buenas prácticas de los consumidores financieros?
La norma no las define. Desde una interpretación teleológica, pareciera que el legislador no quiso imponerles obligaciones legales a los consumidores financieros. En la exposición de motivos de la Ley se manifestó la necesidad de un marco jurídico de protección al consumidor financiero en donde se aclararán sus derechos y las obligaciones de las entidades vigiladas. Esto tiene sentido dado que una buena práctica de protección propia no es lo mismo que una obligación y, en virtud del artículo 28 del Código Civil, las palabras se deben entender en su sentido natural.
El Parágrafo 1° del artículo 6 de la Ley establece que “el no ejercicio de las prácticas de protección propia por parte de los consumidores financieros no implica la pérdida o desconocimiento de los derechos que le son propios ante las entidades vigiladas y las autoridades competentes. De igual manera, no exime a las entidades vigiladas de las obligaciones especiales consagradas en la presente ley respecto de los consumidores financieros”.
Paradójicamente, la Delegatura para funciones jurisdiccionales de la Superintendencia Financiera ha interpretado, en varias sentencias, que las buenas prácticas son obligaciones. En sentencia del 2 de mayo de 2022 señala:
“sin perjuicio de las prácticas de protección propia de los consumidores, a quienes corresponde, conforme el literal b del artículo 6 de la norma en comento ‘Informarse sobre los productos o servicios que piensa adquirir o emplear (…). De lo anterior se concluye que existen obligaciones tanto en cabeza de las entidades vigiladas de...
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