The Bank of Spain has published its Complaints Report for 2025, revealing that fraud in card operations and transfers was the main cause of complaints in Castilla-La Mancha, accounting for 26.6% of the total. In the region, 413 complaints were resolved and €129,442 was returned to customers.
Fraud in card operations and transfers has become the primary reason for banking complaints from customers in Castilla-La Mancha during 2025, according to the Complaints Report published by the Bank of Spain. This type of incident represented 26.6% of the accepted complaints in the region, followed by those related to the charging of fees and expenses, which reached 17%.
Nationally, fraud was also the most frequent cause, accounting for nearly 28% of complaints, having increased by 3.8% compared to the previous year. The Bank of Spain accepted and resolved 10,856 complaints across Spain, allowing for a record return of €6.8 million to customers, which is 34% more than in 2024.
In Castilla-La Mancha, the complaints service resolved 413 cases, a decrease of 1.9% compared to the previous year. Toledo and Ciudad Real accounted for nearly 60% of the resolved complaints, although both provinces saw declines. The total amount returned in the region was €129,442, 15% less than in 2024.
The Bank of Spain received 1,170 complaints in Castilla-La Mancha during 2025, representing a decrease of 46.2% compared to the previous year. This drop is largely due to 2024 being an extraordinary year of activity due to the Supreme Court ruling on mortgage expenses. Of the complaints received, only 35.3% were accepted, as many had not been previously presented to the customer service of the entity or were not within the jurisdiction of the Bank of Spain.
More than half of the accepted complaints in the region were resolved in favour of the customer, either through a prior agreement between the parties (33% nationally) or through a favourable report for the claimant (20%). In 79% of cases where the resolution was favourable to the customer, their claims were satisfied. However, in Castilla-La Mancha, the percentage of favourable resolutions for claimants was lower than the 60% recorded in 2024.
The rectification index shows that most cases favourable to the customer relate to cards, mortgage loans, accounts, transfers, and debits, due to issues such as fraud, fee charging, and delays or neglect towards the customer. The average amount refunded for each accepted complaint nationally reached €625, €166 more than the previous year.
The report reflects a slight decrease in accepted complaints in Spain (-1.8%) and an increase in favourable resolutions for entities, suggesting an improvement in customer service at banks, which are resolving more conflicts in advance. However, the complaints reaching the Bank of Spain are becoming increasingly complex and respond to discrepancies between the parties rather than clear breaches.
For banking customers in Castilla-La Mancha, this data highlights the importance of reviewing the movements of their accounts and cards, as well as claiming against their entity in case of detecting fraud or an undue charge. If the entity does not respond satisfactorily, the Bank of Spain offers a free and effective complaints system, which in 2025 managed to return over €129,000 to users in the region.
You may also like
