The relationship that is always tender banks with their customers to be well, to recover a little bit last year but still at conflict level historically high. customer service services, assets financial institutions therefore received last year 840,311 complaints15% less than in 2021, but fourth highest data Since the statistics began in 2010. Bank of Spain – that those affected can have recourse when organizations disagree with them, although they may be tempted to go to court or give up – received 34,146 complaintsonly 0.5% less and fourth highest data Since 1987.
After two years of decline conflicts Relationships between banks and customers grew again in 2020, especially in the second half of the year, at an accelerating pace in 2021, which seems to stabilized last year and current year. “As a preview of the 2023 data, we can say the following at the close of 2023 with the current data: first half of 2023 Number of claims (at the Bank of Spain) 18,000This allows us to estimate that with appropriate measures, the end of this year will also bring a number. about 35,000a fact that, if confirmed, would indicate something Stability after years of instability“, notes the supervisory body’s annual complaints report published this Friday.
Yes, banks are increasingly more aware of the problem what this might mean for them and increase the trend bring the money back to customers. Thus, beings They are more accepting of explanations The decision of the Bank of Spain in favor of those affected, although they are not legally obliged to do so (something the Government wants to change). Financial Customer Defense Authority). Of the 16,178 requests accepted by the auditor last year 3,481 accepted to the customer and other 7.724 given by the bank before the institution makes a statement. Inside 83.7% In these cases the bank agreed to return money given to the customer, compared to 71% in 2018″positive indicator about the behavior of organizations”.
More fixes
So those affected recovered last year 6,026,691 Euros. However, this is a downward estimate: “The regulation regarding compensation claims not among their goals nor final compensation economic damages neither the plaintiff nor his organization compensations for damages or losses or otherwise. Therefore in most cases No information available nor the disputed amount or amounts, if any, forming the basis of the claim. we could agree “Between the entity and the plaintiff in the decision of the former”.
Banks also continued refuse to fix damage one 16.3% of those affected (1,823) Supported by the Bank of Spain. The supervisor also tends to agree with customers in more cases (83.7% of cases) than with organizations. maintenance services In banks, the opposite happens (65.6% of contrary statements to the plaintiff). A small percentage of requests rejected by organizations reaching the supervisory authority (only 6% of 551,644 in 2022) implies that: majority of those affected to choose to give up or going directly to justiceLimiting the effectiveness of the organization as a tool for resolving conflicts.
Reasons and difference
On the other hand, big differences among the beings. According to the Bank of Spain, the three that stand out most negatively among the 17 largest banks are: KutxaBank, Cajamar and Bankinter, Because they offer a much higher complaint share compared to their market share. At the other extreme are the three entities with the most positive behavior. Wizink, Evo and Unicaja Banco.
As for the reasons; five subjects more concentrated Half of the complaints (53.1%). Especially those related to payment transactions made by card or money order via internet This is how users rated it: unauthorized or fakeuntil you assume 30.3% of total. HE first reason your complaints about second year consecutively, the Bank of Spain’s “increased usage Customers of digital payment methods, which are on the rise as a result Pandemic“.
Those related to the subject maintenance fees up to 10.9% of the total current accounts. Other issues that cause the most complaints are related to the request for documents related to the contract. rotating cards (4.2% of total), dispute over expenses formalization mortgages (4.1%) – subject to payment of both down payment and current account maintenance fees housing loan (3.6%).
Source: Informacion
James Sean is a writer for “Social Bites”. He covers a wide range of topics, bringing the latest news and developments to his readers. With a keen sense of what’s important and a passion for writing, James delivers unique and insightful articles that keep his readers informed and engaged.