Customer Service

The Customer Service examines and solves complaints and claims received through any channel relating to transactions or banking and financial services, provided they affect legally recognised interests and rights.

In 2016, 5,065 complaints and claims were handled, 15.11% more than the previous year. Resolutions were obtained in less than 48 hours in 37.3% of those cases. These claims represented 1.59 per million bank transactions compared with 1.52 in 2015. Of these, 4,316 were financial claims and one-third were resolved in favour of the customer. 

For the recording and control of complaints and claims, the customer service department has a specific tool for control of the subject matter, reasons and response times. 

Customer Service resolutions may take up to a maximum of two months. In the event of non-acceptance, customers may turn to the Bank's Ombudsman, or the pertinent services of the Bank of Spain, the National Securities Market Commission or the Directorate General of Insurance and Pension Funds.

The service introduced improvements and modifications in its applications in 2016, made advances in digitalisation and adapted to regulatory requirements relating to its reporting.