The supervisor rejected 58.6% of the 30,970 complaints submitted in 2025. The main reason: customers approach the agency without having first complained to the bank.
Complaining to the Bank of Spain is not as simple as sending a form. In fact, more than half of the complaints never get studied. Last year, the supervisor rejected 58.6% of the 30,970 complaints submitted by financial users across Spain. The main reason is that many consumers are unaware that the supervisor can only intervene after the bank has had the opportunity to resolve the issue.
The first step must always be taken with the financial institution itself. The Bank of Spain reminds that the customer is obliged to first submit a complaint to the Customer Service Department or, when available, to the Bank's Customer Defender. If this procedure has not been carried out, the complaint will be automatically rejected.
Once that initial complaint has been submitted, the entity generally has a month to respond when the complainant is a consumer. If that time passes without a response or the answer is unsatisfactory, then one can approach the Bank of Spain.
The supervisor recommends accompanying the complaint with all possible documentation. It is advisable to provide the contract of the banking product, the statements or receipts related to the problem, a copy of the complaint previously submitted to the bank, and, if available, the response received. The more information the agency has, the easier it will be to analyse the case.
The complaint can be submitted online, through the electronic headquarters of the Bank of Spain, by postal mail, or in person at any of its offices. The agency highlights that the electronic route has become the most used by citizens due to its speed and convenience.
Not all conflicts can be resolved through this route. The Bank of Spain analyses whether the entity has complied with banking transparency regulations, customer protection legislation, and good financial practices. It can rule on issues related to current accounts, cards, loans, mortgages, fees, transfers, fraudulent operations, or the information provided by the entity.
However, there are matters over which it lacks authority. It cannot annul a clause of a contract, compel the bank to pay compensation, or interpret or execute court rulings. Precisely for this reason, thousands of complaints related to the costs of formalising mortgages were rejected in recent years, as the refund of those amounts depended on the interpretation of the courts and not the banking supervisor.
Once the complaint is accepted, the Bank of Spain issues a report determining whether the entity's actions complied with regulations and good banking practices. This ruling is not binding, so the bank is not legally obliged to comply with it. Nevertheless, many entities rectify their actions during the processing of the file or after receiving an unfavourable report to avoid reputational damage.
For the consumer, knowing these steps is key. If the correct order is followed — first complaining to the bank and waiting a month — the chances that the Bank of Spain will accept the complaint and issue a favourable report increase significantly. In case of doubt, the supervisor provides information on its website and in its offices.
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