Overview

• In the first half of 2025, the Bank of Spain received 15,574 complaints, pointing to an annual total near 30,000.
• Complaints hit 56,099 in 2024, the highest since the service’s 1987 inception, driven by a 538% jump in mortgage cost clause disputes after top court rulings.
• The regulator deemed 80% of 2024 filings inadmissible because it lacks authority to enforce judicially declared abusive clauses.
• Bank customer service units handled a record 2.09 million complaints in 2024, yet just 2.7% of those cases escalated to the supervisor.
• A long-pending bill to establish a Financial Consumer Defense Authority with mandatory rulings remains blocked in Congress.