To consolidate these efforts, Unibanco created a Quality Department, to monitor and refine the quality of the bank's products and services, respecting the rights and needs of consumers, through the establishment of protocols and the systematic follow-up of a set of relevant indicators. These efforts were furthered, in March 2005, with the creation of a 10-member Client Advisory Board, scheduled to meet quarterly to discuss several issues, particularly those related to service quality.

In the framework of the latest organizational restructuring, the Quality Department takes on the important role of leading the internal convergence of efforts from the various departments and units involved in processes, products and services, with the objective of polishing up the perception that the clients and the community as a whole have of the bank.