Statistics of the Banco de España citizen service

Submitted claims 2020* 21,337
Resolutions favourable to the Claimants 2020* 69.59%
Submited claims 2019 14,638
Resolutions favourable to the Claiments 2019 71.57%
Total visits to the Portal for Banking Customers 2020 5,490,379
Written / telephone inquiries as at 31 December 2020 6,262 / 40,623

*Provisional data as at December 31st, 2020

Reclamaciones presentadas en 2020. Datos provisionales a 31 de diciembre de 2020

Versión gráfica de las estadísticas

Claims by provinces. Provisional data as at December 31st, 2020

Claims by provinces. Provisional data as at December 31st, 2020
PROVINCE	NUMBER OF SUBMITTED CLAIMS
A CORUÑA	651
ÁLAVA	66
ALBACETE	139
ALICANTE	803
ALMERÍA	220
ASTURIAS	533
ÁVILA	57
BADAJOZ	285
BARCELONA	1748
BURGOS	137
CÁCERES	170
CÁDIZ	586
CANTABRIA	189
CASTELLÓN	189
CEUTA	11
CIUDAD REAL	184
CÓRDOBA	304
CUENCA	58
GIRONA	152
GRANADA	405
GUADALAJARA	134
GUIPUZCOA	145
HUELVA	247
HUESCA	54
ILLES BALEARS	529
JAÉN	228
LA RIOJA	129
LAS PALMAS	497
LEÓN	192
LUGO	89
LLEIDA	86
MADRID	4749
MÁLAGA	767
MELILLA	13
MURCIA	674
NAVARRA	158
OURENSE	103
PALENCIA	63
PONTEVEDRA	464
SALAMANCA	134
SANTA CRUZ DE TENERIFE	553
SEGOVIA	65
SEVILLA	1334
SORIA	20
TARRAGONA	211
TERUEL	59
TOLEDO	230
VALENCIA	904
VALLADOLID	224
VIZCAYA	282
ZAMORA	36
ZARAGOZA	274

Claims topics. Provisional data as at December 31st, 2020

Claims topics. Provisional data as at December 31st, 2020
CATEGORIES	% Submitted Claims
MORTGAGES	27,82
CARDS	26,02
ACCOUNTS AND DEPOSITS	22,82
OTHER CLAIMS	7,99
PERSONAL LOANS	6,67
TRANSFERS	3,53
OTHER PAYMENT SERVICES	1,50
CASH AND CHEQUES	1,38
SMEs	1,19
GUARANTEES	1,09

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