Throughout 2017, Banco de España received 39,167 telephone enquiries from banking customers, being 23.71% more than 2016. However, there was a slight decrease of 2.38% in relation to 2016 in the number or written enquiries received, 1,889.
Topics of the enquiries are usually related to current financial problems.
The most commonly raised issues in written enquiries, were those relating to the charge of fees both in loans or credits and in accounts or deposits, although in 2017, 6% of the enquires were related to claims concerning mortgage arrangement fees.
Regarding telephone enquiries, 31% were relating to the procedure to file a claim against a credit institution or to the state of a submitted claim before Banco de España.