2022 Annual Complaints Report

06/10/2023

The Banco de España’s Complaints Report includes information on the complaints and enquiries filed by the public during the previous year. The latest Report, which will be released this week, also outlines the best practice criteria used by the Banco de España in the resolution of disputes between customers and banks.

The ReportAbre en ventana nueva features examples of actual cases brought forward by the public, along with the Bank’s proposed solution. A user-friendly clickable table of contents makes it easy to find the most common types of disagreements. It is therefore an essential resource for consumers.

34,146 complaints and 50,567 enquiries were processed in 2022. Last year, almost 70% of complaints that reached the final stage of processing were resolved in favour of the complainant, with more banks taking steps to correct their actions.