A shift in branch operations raises safety concerns in Spain’s banking sector
As branches shrink and service models change, many employees face a rising burden. Fewer offices, stricter cash-handling limits, and higher commissions have sparked discomfort among customers and a growing sense of risk among staff. The pressures intensified during the epidemic, when measures accelerated and traditional assignments became general across the industry.
Labor unions report increased incidents of verbal abuse, threats, and even physical attacks. It has become common for staff to work together for safety, and some workers fear for their personal security. In Sabadell, the personnel department is preparing a formal protocol to address what the company calls external attacks, with the aim of strengthening security for employees. The initiative was announced by the bank’s CEO César González-Bueno at the most recent shareholders’ meeting.
There is ongoing debate about how customer relations are changing. Some customers accustomed to in-branch care are reluctant to adapt to meetings, online platforms, or ATM use. The reactions in the industry vary widely, with accounts from staff describing experiences like being blocked at service points or facing hostile reactions when new processes are introduced.
According to representatives of Sabadell employees, the past year saw six injuries from attacks, 76 serious threats, and 221 incidents categorized as conflicts, ranging from insults to objects being thrown. Unions say these figures are just the tip of the iceberg and reflect a broader pattern seen across many sectors that have faced similar pressures for years, including healthcare workers and educators.
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From Sabadell’s leadership perspective, action was deemed necessary. The unions agreed to develop a three-part protocol focusing on prevention, management, and employee escort to handle such incidents more effectively.
risk offices
In addressing prevention, the occupational health department has evaluated branches to identify those most likely to experience tension. It has been noted that smaller branches and locations with female staff appear more prone to confrontations on certain days, such as retirement payout days or busy periods when commissions are processed. Changes in product terms can also trigger more incidents.
Proposed measures include assigning security personnel to high-risk days or ensuring mixed-staff offices across all branches.
From a management standpoint, the bank plans to incorporate these scenarios into its risk framework, including a panic button to alert colleagues of robberies or other problems. Procedures will be simplified to report difficult situations more efficiently.
Complaint
Support for affected workers is expanding. The company will offer emotional support and legal assistance to staff subjected to physical or verbal abuse. A cornerstone change is that reports will be filed directly by the bank to the police, relieving employees from handling the process themselves. The protocol may also lead to ending problematic relationships with customers whenever possible.
The program also emphasizes education so workers know how to respond to and manage tense scenarios. Sabadell’s Occupational Health department has shared the initial draft of the protocol with staff representatives and is awaiting input from unions. The goal is to integrate the protocol into the occupational health plan as an additional category of risk for employees.
Overall, the initiative reflects a broader shift in employee safety practices within the financial sector, signaling a move toward more formal, structured support for frontline staff facing rising aggression and stress in daily operations.