A Good Banking Practice guide for banks and customers

28/04/2026

On 8 April, the Banco de España published the second update to its Good Banking Practice guide Abre en ventana nuevawhich sets out recommended criteria for banks’ relationships with their customers.

This update includes new criteria on support for people with disabilities, inactive or abandoned bank balances, consumer loans – especially vehicle finance – and inheritance procedures.

Although good banking practices are not legal requirements, they are regarded as reasonable standards of conduct for banks and their customers. They are based on accepted financial sector practice and on responsible, diligent behaviour that safeguards customers’ rights.

The guide provides banks with clear, up-to-date guidance for their daily interactions. It also gives customers a practical tool for assessing whether their bank is acting in line with their needs, interests and rights.

The guide is divided into eleven chapters:

• The first chapter explains general criteria that are applicable to all the other chapters.
• The main body of the guide consists of eight chapters covering the most common banking products and services, including accounts, fixed-term deposits, payment methods, consumer loans and mortgages.
• The last two chapters focus on situations that can be particularly challenging for customers, such as mortgage payment difficulties or the paperwork needed after the death of a family member.

To make the guide easier to use, its contents page includes direct links to each good practice criterion. This helps customers find the information they need more quickly.