Overview
- The Banco de España presented its 2025 complaints report on Tuesday and recorded 30,970 complaints, a roughly 45% fall from 2024’s record 56,099 cases.
- Complaints about payment operations carried out in a context of fraud rose about 18% in 2025 and made up roughly 30% of cases, with 66% linked to card fraud and 34% to transfers.
- The supervisor issued decisions favorable to banks in about 39% of admitted complaints, the highest share in five years, while many disputes were resolved directly by banks before the report was published.
- Decisions by courts cut mortgage‑fee claims by about 90%, removing the prior surge in filings and limiting the Banco de España’s ability to issue binding resolutions in that area.
- Law‑enforcement and cybersecurity data recorded 429,677 computer frauds in 2025, up 4%, and victims are advised to contact their bank immediately, preserve evidence, file a police report and then escalate to the Banco de España if the bank does not resolve the case.