Bank claims to the Bank of Spain fall 55% in 2025

BarcelonaDuring 2025, Catalans filed 4,798 complaints with the Bank of Spain. The figure – representing 15.4% of the total claims made in the State – is 55% lower than the claims made a year earlier, in 2024. This sharp decrease returns the statistics to their usual pace: as the Bank of Spain explained this Tuesday, 2024 was a year of "extraordinary" activity due to the Supreme Court's ruling on undue mortgage expenses.

However, of the total complaints processed, only 34.1% – specifically 1,635 – were admitted by the public entity, while 3,039 were unsuccessful. As the Bank of Spain explained at the presentation of the "2025 Complaints Report" this Tuesday in Barcelona, the majority of complaints that are not admitted are due to defects in their submission, such as not having first gone through the customer service department of the banking entities or not relating to matters within the competence of the Bank of Spain.

Fraud, the main reason

By theme, after claims for mortgage origination expenses fell sharply (-90.2% year-on-year), fraud became the main reason that led users to turn to the Bank of Spain and accounted for 30.4% of complaints. By entity, one in four complaints related to BBVA, which headed the ranking of claims with 25.5% of the total; followed by CaixaBank, with 15.8%, and Banco Sabadell, with 8.6%.

At the state level, the Bank of Spain received 30,970 claims, 44.8% less than in 2024, when it managed 56,099. However, of all these, just over a third were admitted for processing – 10,856. By banking groups in the State, the most claimed entity was CaixaBank, with 6,156 complaints, followed by BBVA, with 5,700, and Santander, with 4,229. Further down were ING Bank (1,853), Banco Sabadell (1,651), Bankinter (1,442), Unicaja (1,030), Abanca (925), Kutxabank (856), and Ibercaja (806). The body explains that the figures are related to the market share of each entity.