relationship banks with them customers come back break down and before we reach the levels after the real estate bubble burst, front open increasingly relevant sensitive reputation of the industry. this customer service financial institutions, therefore, in the last year 989,792 complaints, 19.5% more In 2020, demand service Bank of Spain (although they tend to go to court or give up, those affected can go when organizations disagree with them) 34,330, 61% more The third highest figure from 2020 and 35 years of life.
After two years of decline, conflicts between banks and customers continued to escalate again in 2020, especially in the second half of the year. accelerated in 2021. Moreover, everything in 2022 discomfort The number of users continued to increase strongly. With available data as of July 31, the supervisor estimates that the year could end like this: about 39,000 complaintsvery close all-time high 2017 (40,176).
Banks are increasingly aware of the problem that yes, it can create and have. augmented tendency bring back the money to customers. Affected recovered last year 3,943,354 Eurosa 27.5% more From 2020 and at most in ten years. Moreover, the actual amount may be even higher, since this figure does not include compensation received from the banks of the victims who stopped litigating before the supervisor. this average figure returned, yes, down 8.9%, €393.31because the quantities demanded were lower.
More fixes
assets are therefore further acceptance of statements The Bank of Spain legally in favor of its customers they are not obliged (Something the government wanted to change with the creation of the Financial Client Protection Authority). The supervisor accepted 9,921 requests and judged 6,924 of those affected to be justified. Second, organizations 73% of casesten years ago it was around 45%.
That yes, banks continued to refuse to fix the damage. 27% of those affected (1,362) Supported by the Bank of Spain. In addition, while the supervisor tends to agree with customers in more cases than organizations (70% of cases), the opposite is seen in bank customer service (63.8% according to the claimant).
In any case, there are great differences between entities. According to the Bank of Spain, the three most unfavorable Bankinter, Deutsche Bank and Kutxabank, with percentages of reports in favor of the claimant of 58.7%, 53.3%, and 53.3%, and overall correction percentages of 36.3%, 45.2%, and 53.9%, respectively. The three entities with the most positive behavior are: Wizink (12.3% favored reports and 90.1% corrections), BBVA (13.2% and 94.9%) and finance company carrefoursa (21.9% vs. 87.8%).
various reasons
A related fact is that the increase in complaints is on this occasion a singular causeAs with previous summits of 2013-2014 and 2017, key judicial decisions regarding mortgage floor terms and mortgage. Loans for home purchases, yes, remain the main subject of complaints (11,481%, 94% more), mainly due to registration costs and commitment of related products.
Second, there cards (10,132, 80% more), especially for fraud operations and non-delivery of documents current accounts and deposits (5,899, 40.7% more), maintenance fees are a prominent issue. Fernando Tejada, director of the behavior department of the institutions of the Bank of Spain, on his behalf, bank mergers Despite the protests of many customers of the absorbed institutions (Bankia and Liberbank), it affected the increase in demands.