The Market Conduct and Claims Department Statistics

Submitted claims 2019* 14,641
Resolutions favourable to the Claimants 2019* 71.30%
Submited claims 2018 19,695
Resolutions favourable to the Claiments 2018 70.14%
Total visits to the Portal for Banking Customers 2019 3,871,820
Advertising Requirements 2019 441

*Provisional data as of December 31st, 2019

Reclamaciones presentadas en 2019. Datos provisionales a 31 de diciembre de 2019

Claims by provinces. Provisional data as of December 31st, 2019

Claims by provinces. Provisional data as of December 31st, 2019
PROVINCE	NUMBER OF SUBMITTED CLAIMS
A CORUÑA	433
ÁLAVA	40
ALBACETE	82
ALICANTE	669
ALMERÍA	198
ASTURIAS	381
ÁVILA	48
BADAJOZ	230
BARCELONA	1198
BURGOS	123
CÁCERES	104
CÁDIZ	424
CANTABRIA	162
CASTELLÓN	123
CEUTA	23
CIUDAD REAL	156
CÓRDOBA	229
CUENCA	39
GIRONA	126
GRANADA	278
GUADALAJARA	80
GUIPUZCOA	84
HUELVA	136
HUESCA	55
ILLES BALEARS	334
JAÉN	137
LA RIOJA	57
LAS PALMAS	320
LEÓN	147
LUGO	60
LLEIDA	62
MADRID	2961
MÁLAGA	510
MELILLA	20
MURCIA	617
NAVARRA	122
OURENSE	64
PALENCIA	27
PONTEVEDRA	275
SALAMANCA	69
SANTA CRUZ DE TENERIFE	308
SEGOVIA	32
SEVILLA	903
SORIA	16
TARRAGONA	148
TERUEL	17
TOLEDO	205
VALENCIA	1019
VALLADOLID	245
VIZCAYA	266
ZAMORA	33
ZARAGOZA	246

Claims topics. Provisional data as of December 31st, 2019

Claims topics. Provisional data as of December 31st, 2019
CATEGORIES	% Submitted Claims
MORTGAGES	30,63
ACCOUNTS AND DEPOSITS	23,82
CARDS	17,59
OTHER CLAIMS	10,07
PERSONAL LOANS	8,73
TRANSFERS	3,05
CASH AND CHEQUES	2,38
OTHER PAYMENT SERVICES	1,74
SMEs	1,39
GUARANTEES	0,61

Resolutions of the C1 group credit institutions. Provisional data as of December 31st, 2019

Groups C1 and C2 are classified based on the credit institution’s market share in certain products, the type of credit institution according to Banco de España’s official register and whether they offer banking services to individuals or not.

Resolutions of the entities
Credit Institution	% Rectifications	% Acceptance of claims	% Claimant's favorable reports
Banco Bilbao Vizcaya Argentaria, S.A.	90,16%	41,48%	15,70%
Banco de Sabadell, S.A.	81,29%	36,36%	27,69%
Banco Santander S.A.	67,40%	25,50%	43,46%
Bankia, S.A.	84,89%	44,02%	35,06%
Caixabank Payments, E.F.C. E.P., S.A.	95,45%	82,61%	13,04%
Caixabank, S.A.	82,24%	49,05%	23,87%
Ing Bank N.V., Sucursal en España	62,07%	33,33%	33,33%
Servicios Financieros Carrefour, E.F.C., S.A.	91,67%	58,00%	14,00%
Santander Consumer, E.F.C.,S.A.	100,00%	0,00%	33,33%

Claims of the C2 group credit institutions. Provisional data as of December 31st, 2019

Groups C1 and C2 are classified based on the credit institutions’s market share for certain products, the type of credit institution according to Banco de España’s official register and whether they offer banking services to individuals or not.

Claims of entities
Credit Institution	% Rectifications	% Acceptance of claims	% Claimant's favorable reports
Abanca Corporación Bancaria, S.A.	83,16%	38,69%	30,66%
Abanca Servicios Financieros, E.F.C., S.A.	100,00%	100,00%	0,00%
Banco Cetelem, S.A.	82,35%	47,92%	22,92%
Bankinter, S.A.	53,85%	27,08%	54,17%
Caixabank Payments Consumer Finance, E.F.C., E.P., S.A.	75,00%	50,00%	16,67%
Caja Laboral Popular C.C.	78,57%	7,69%	46,15%
Caja Rural del Sur, S.C.C.	86,21%	40,00%	42,86%
Cajamar Caja Rural, S.C.C.	70,80%	28,93%	42,14%
Cajasur Banco, S.A.	72,97%	12,77%	65,96%
Cofidis, S.A. Sucursal en España	100,00%	62,50%	0,00%
Deutsche Bank, S.A.	58,33%	8,33%	41,67%
Evo Banco S.A.	83,96%	64,23%	21,95%
Ibercaja Banco S.A.	71,43%	32,42%	44,51%
Kutxabank, S.A.	73,42%	33,70%	52,17%
Liberbank, S.A.	71,00%	31,82%	43,94%
Oney Servicios Financieros, E.F.C., S.A.	100,00%	66,67%	0,00%
Open Bank, S.A.	75,00%	6,67%	46,67%
Santander Consumer Finance, S.A.	83,33%	37,50%	37,50%
Unicaja Banco, S.A.	75,94%	42,29%	33,71%
Unión de Créditos Inmobiliarios S.A., E.F.C.	80,00%	22,22%	33,33%
Wizink Bank, S.A.	81,87%	54,41%	29,41%

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