What do more than 56,000 complaints and 54,000 inquiries tell us about our relationship with banks in 2024?
31/07/2025
True to its annual appointment, on the 29th the 2024 Complaints ReportAbre en ventana nueva came to light, a publication that is consolidated as a key indicator of the health of relations between customers and supervised entities.
Following last year's unfolded approach, a little more than a month ago an update of the Compendium of best banking practice criteria Abre en ventana nuevawas made available to users, which includes the principles with which the Bank of Spain analyses the cases presented. Now, through the statistical report, we account for the activity of the complaints and queries service, providing aggregate data for the year.
The year 2024 recorded a record number of complaints, 56,099, and consultations, 54,529 (for the first time, the number of complaints exceeded that of consultations), illustrating the challenge of tackling these tasks in an ever-evolving area.
Of the total claims filed, 34,941 related to the mortgage loan product. Most of them, 30,888, were cases related to their formalization expenses, a matter in which the Bank of Spain lacks competence. This prominence is explained by the jurisprudential evolution of the Supreme Court and the Court of Justice of the European Union regarding the effects of the declaration of nullity of the clauses that established such expenses, as well as the criteria on the limitation period for bringing actions for nullity.
On the other hand, despite the growth of digital entities, traditional financial institutions continue to concentrate the largest number of complaints. In total, five entities account for more than two thirds of the claims. Learn more through the interactive consultation toolAbre en ventana nueva.
In parallel, the topic of consultations on transparency issues show a similar pattern. The Bank of Spain continues to provide this service, both in written and telephone format (900 545 454 and 913 388 830), which allows to channel in an agile way the doubts of citizens about financial products and services. Of the 54,529 inquiries, 9,542 were related to mortgage loans.
As a novelty this year, users of the consultation service have a satisfaction survey to assess the attention given.
On the other hand, the economic impact of the positively estimated claims has also been significant. In 2024, more than €5 million were returned to customers as a result of these procedures
Remember that knowing, consulting and claiming are essential rights for the banking clientele. The Report and the Compendium offer useful information to exercise them, with the support of the channels that the Bank of Spain makes available to all citizens.
We leave you hereAbre en ventana nueva the main data of the Memory.
“Disclaimer: Please note that this is a translation of the original in Spanish that has been obtained using eTranslation (the machine translation tool provided by the European Commission), with the intention of giving you a basic idea of the content in English until a human translation becomes available. The Banco de España accepts no liability whatsoever in connection with this translation.”
