The Institutions’ Conduct Department assumes functions directly aimed at the public, such as the Complaints Service, and deals with consumer queries and information. It also supervises the conduct of financial institutions and participates in drafting regulations on transparency and bank customer protection.
Through the supervision and regulation of conduct, the Banco de España verifies effective compliance with regulations, promotes transparency in the relationship between institutions and their customers, while moving towards a responsible banking model and a pre-emptive approach to conduct supervision.
Supervision and regulation of conduct shortcuts
Deals with queries and resolves claims submitted by users of financial services of entities supervised by the Bank of Spain with the aim of obtaining restitution of their legally recognized interests and rights, as a result of alleged breaches by the claimed entities, of regulations on transparency and protection of customers or good practices and financial practices
Complaints and enquiries shortcuts
The Banco de España works to improve relations between supervised institutions and their customers, ensuring transparency and balance in these relations. To this end, it assists citizens in their relations with these institutions, providing information such as statistics on rates and fees that allow comparison between institutions, tools such as simulators that help us to assess the impact of financial products on our economy, or disseminating advice on how to avoid falling victim to fraud in our banking operations.
Providing information and services to the public shortcuts
