Nubank wins the Reclame AQUI Award for the 9th consecutive time and is elected Super Champion for the third year

São Paulo, December 10, 2025 – Nubank won the Reclame AQUI Award for the ninth consecutive year in the “Banks and Digital Banks – Mega-Operations” category, consolidating itself as the financial institution with the best reputation and one of the most efficient customer service operations in the country. Additionally, the institution was recognized for the third consecutive time as the Reclame AQUI Award Super Champion, a title granted to the company that scored the most points during the campaign — the three-peat is an unprecedented feat in the history of the award.

The award, considered the “Oscars of customer service” in Brazil, is in its 15th edition and registered over 29.6 million popular votes between September 1st and November 7th.

The recognition once again reinforces Nubank’s historical commitment to offering a simple, human, and customer-centric financial experience. “Being chosen by the public for nine years in a row is a huge source of pride for us. This award externally validates what we build daily: a service that improves people’s lives through a relationship of trust,” says Tulio Oliveira, Nubank’s Vice President of Customer Experience.

Winning the Reclame AQUI Award is part of Nubank’s brand strategy by reinforcing public trust and establishing the institution as a national benchmark for service quality. In a highly competitive and constantly changing market, the recognition demonstrates Nubank’s ability to efficiently scale its operation without giving up the human care that has characterized the brand experience since its founding.

Culture Lived in Practice: Agent & Xpeer Xperience

The award announcement happens in the same week as the Agent & Xpeer Xperience event, which gathered Nubank’s main leaders on December 9th to experience the customer service routine firsthand alongside Xpeers (Nubankers from the service team).

Created in 2015, the program allows Nubankers from different areas to have direct contact with real customer interactions, strengthening a truly customer-centric culture at all levels of the organization.

“Being side-by-side with our agents, hearing directly from customers, understanding their doubts, and seeing their level of trust in our brand reminded me of Nubank’s purpose since the beginning. This experience reinforces that, even as we grow, we cannot lose the closeness and human care that brought us here. As we always say, it’s still Day 1 – there is always room for improvements and innovations, and we continue with a mindset of always being at the start of the journey,” highlights Tulio.

For Nubank, the combination of external recognition and internal initiatives is what sustains consistency in service. “The Reclame AQUI Award and the Agent & Xpeer Xperience reflect two sides of the same story: we make a point of being close to our customers to offer an experience that surpasses market standards,” the executive concludes.