Bank branches are increasingly viewed as high-risk workplaces. Fewer offices, tighter cash handling windows, and higher incentives have left customers uneasy and have escalated conflicts, especially as staff faced a surge in confrontational incidents during the epidemic. When measures were accelerated or prior assignments expanded, the strain within the sector grew more pronounced.
Unions report rising screams, verbal abuse, threats, and even physical attacks. At times employees have felt compelled to come into work in groups to feel safer. This prompted organizations to act. In Sabadell, the personnel department is drafting a protocol to address what the bank calls external attacks and to strengthen the security of its workforce. This move was announced publicly at the latest shareholders meeting by the bank chief executive, Cesar Gonzalez-Bueno.
There is a shift in how customers relate to the bank. Some customers resist being directed to ATMs or online channels instead of face-to-face service, while others adapt quickly. In Alicante a business council source notes that many customers prefer the traditional in-branch experience, creating mixed reactions. One unit observer recounts standing in a branch, unable to move, while screens and staff pressures intensify with rising tensions.
Banco Sabadell’s headquarters in Alicante is cited as a focal point for these tensions. Staff representatives report that last year the bank 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 may only scratch the surface of a longer trend felt across the industry and echoed in other sectors such as healthcare and education. The broader takeaway is that frontline workers in financial services face escalating risk as customer expectations and service channels evolve.
Alicante reports rank among the provinces with the highest incidents against medical personnel
From Sabadell management’s perspective, action was necessary. The unions agreed to develop a three-part protocol focused on prevention, management, and employee escort to safeguard staff in contentious situations. The aim is to create a clear, proactive framework that reduces risks while preserving service quality for customers.
Risk assessment and office safety
The first pillar targets risk at the office level. The occupational health department has evaluated branches to identify which locations might handle more tension. Findings show smaller branches and those with female staff may face higher risk on certain days, including peak times for retirement payouts when queues lengthen and interaction spikes. Changes in product terms also appear to trigger more incidents. The evaluation supports targeted staffing and enhanced security planning around high-demand periods.
Recommended measures include assigning security personnel on high-risk days to specific branches or ensuring mixed staffing across offices to diffuse potential clashes. In Sabadell contexts, management considers arming offices with a panic alert system and streamlining procedures to report incidents promptly. This approach would allow employees to notify authorities quickly during dangerous events while preserving a calm customer experience.
From a support perspective, the bank has begun offering emotional support and legal assistance to employees affected by verbal or physical abuse. A notable change, according to unions and company leadership, is that future incident reporting will go through the bank itself and be communicated directly to the police without requiring the employee to file the report personally. The protocol also envisions ending relationships with customers who provoke conflicts when possible and emphasizes training so workers are better equipped to respond to such situations.
Currently, Sabadell’s Occupational Health department has shared the first 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 a recognized risk mitigation measure. This ongoing process reflects a broader industry trend toward safeguarding frontline staff while maintaining accessible, customer-focused service.