room for improvement
The government and banks are entering a new phase of dialogue as they prepare for a pivotal Thursday meeting. The focus remains on strengthening protections and services for seniors, especially those over 65 who rely on notebook-based cards. The core takeaway from recent discussions is a commitment to improve how banking services address the needs of older customers. A senior official from the Ministry of Economy chaired the afternoon session, with participation from banking executives, consumer associations, and representatives of CECA, AEB, and Unacc. This gathering aligns with the ongoing efforts banks have been pursuing in recent weeks, though it remains unclear whether decisions will be implemented through formal channels or through existing protocols. A key topic is the potential inclusion of new measures within the social and sustainable commitment protocol that the sector signed in July 2021 and broadened in February last year, especially actions aimed at better care for the elderly and people with disabilities.
In the days leading up to the meeting, government and industry figures continued to refine the plan. The Ministry of Economy urged banks to act decisively, to maintain clear records, and to keep notebooks within the protocol framework. While the industry showed willingness, questions linger about the practicality and necessity of certain measures. One proposal concerns guarantees and ATM services that would allow automatic updates to notebook-based cards both at ATMs and in bank branches.
Another point of divergence concerns how to monitor progress. The economy proposes forming a Board with three sector representatives and three user representatives to oversee the work, with a first focus on diagnosing needs and identifying concrete improvements over a three‑month period. The industry, however, prefers ongoing oversight through the Financial Reality Observatory with periodic meetings involving the elderly and regular reviews that have already been conducted by Orfin, the observatory’s coordinating body.
room for improvement
Economics aims for a joint effort from the sector and elder representatives to examine how the economy can better serve older customers. The goal includes improved telephone support for seniors and better interfaces across cashiers, websites, and mobile apps to make banking contact easier. Even though substantial progress has been made since last year’s plan, there is acknowledgment of remaining work. Banks defend their advances while welcoming encouragement and targeted education initiatives, along with surveys from external consultants to identify further improvements.
Two critical aspects shape the ongoing debate. First, public commitments from organizations must be visible so customers know which measures are available and how to use them. Second, there is a continual discussion between sector representatives and the elderly about a joint strategy to boost financial education, especially for seniors and people with disabilities. This dual focus seeks to balance better information with practical, on-the-ground changes in service delivery.
to go forward
Overall, both the ministry and the sector agree that last year’s plan was useful. It enabled more personalized attention for the elderly and disabled. Orfin’s research with employers shows notable gains: cashier hours expanded in 81% of offices, benefiting more than 6.3 million senior customers. Priority telephone support answered 2.4 million calls, with a professional assisting in person roughly 47% more than in the second half of the previous year. Cashier availability increased to 91%, and enhancements to online pages and mobile apps reached 80% of the network. The workforce also grew, with 70,000 employees added to improve service, marking a 68% rise in the latter half of the year. More than 245,000 customers over 65 received training on budgeting, digital literacy, and fraud prevention.
In the plan’s broader review, Calviño has urged banking partners and customers to monitor progress in delivering financial services to rural Spain since last October. The number of Catalan municipalities with populations above 500 that lack face-to-face banking services fell from 32 to 19 last year, with population coverage decreasing from 38,120 to 25,975 people, a 31% reduction overall across the country. Across Spain, the number of municipalities without full access narrowed from 243 to 164, affecting 211,550 people or 0.45% of the population, according to a report commissioned by employers from the Valencian Institute for Economic Research. The figures show meaningful improvement in rural access while leaving room for further progress in underserved areas.
The meeting will also assess developments in the mortgage assistance plan designed to help homeowners facing difficulties. Industry and government agreed on these supports in November, and organizations report a reasonable level of requests. The tone is constructive, with expectations of continued productive exchanges to establish good practice codes and determine any necessary precautionary changes. Calviño emphasized the goal of maintaining momentum and moving forward with shared, practical steps that stakeholders can implement with confidence.