Restrictions on operations at bank branches

18/11/2025

It has happened to all of us. Sometimes we come into our branch hoping to take care of all our business in person, but we learn that some transactions are restricted. Most restrictions have to do with the opening hours for counter services and the amount of cash that can be withdrawn over the counter. In any event, the bank’s branches are required to place signs indicating this.

In general, regulations do not establish hours for the basic/core cash services associated with an account; for this reason, banks are free to set their own counter service opening times for customers and non-customers alike.

Some banks, for example, normally process non-direct-debit payments at counters only during specific hours. With other transactions, such as pension payments and the collection of taxes and fines, which are services provided by banks acting as collaborators with public bodies (local councils, universities, Social Security, etc.), the hours will be established in the cooperation agreement with those authorities or in the administrative regulations.

In addition, institutions also customarily set limits on cash withdrawals and ask that the customer inform them in advance in the event of withdrawals for larger amounts.  

Nevertheless, banking associations have signed the Strategic Protocol to Reinforce the Social and Sustainable Commitment of the Banking Sector, requiring them to implement personalised service measures for seniors and disabled persons, such as longer hours for in-branch cash or counter services, with personalised assistance and priority in the event of high demand, depending on their business models.

So, before heading down to your branch, check with it or look at your bank’s website to see whether there is any restriction on the service you need. This way, you will avoid making unneeded trips.