Banco de España Unveils 2024 Claims and Queries Report: Enhancing Consumer Protection in Financial Services
Madrid, Spain – July 29, 2025 – The Banco de España has today released its comprehensive “Memoria de la actividad de reclamaciones y consultas 2024” (Report on the Activity of Claims and Queries 2024), detailing the Directorate General of Financial Conduct and Banknotes’ efforts in safeguarding the rights and interests of financial service users. This annual report provides valuable insights into the types of issues brought forward by consumers and the Bank’s role in resolving them.
The report, published by the Directorate General of Financial Conduct and Banknotes, serves as a vital tool for understanding the evolving landscape of consumer-financial institution interactions. It highlights the Banco de España’s commitment to ensuring transparency, fairness, and robust consumer protection within the Spanish financial sector.
While specific details of the 2024 findings are still being analyzed and will be fully elaborated upon in the published memoria, the Bank’s consistent focus in previous reports has been on addressing a wide spectrum of concerns. These typically include issues related to banking services, such as account management, loan agreements, and payment services. Additionally, the report often sheds light on queries and complaints pertaining to investment services, insurance products, and other financial instruments.
The Banco de España’s claims and queries service acts as an essential intermediary, facilitating dialogue between consumers and financial institutions. This process not only aims to resolve individual disputes efficiently but also contributes to identifying systemic issues and informing regulatory improvements. By analyzing the trends and patterns emerging from these submissions, the Directorate General of Financial Conduct and Banknotes can proactively address areas of potential consumer vulnerability.
The publication of this report underscores the Banco de España’s dedication to a well-functioning and trustworthy financial system. It empowers consumers by providing them with a clear avenue for seeking recourse and assistance when they encounter difficulties. Furthermore, it encourages financial institutions to maintain high standards of conduct and service quality.
Financial sector participants and the general public are encouraged to review the full “Memoria de la actividad de reclamaciones y consultas 2024” once it becomes available on the Banco de España’s official website. This detailed document will offer a deeper understanding of the challenges and successes in consumer protection within the Spanish financial market over the past year.
D.G. Conducta Financiera y Billetes. Memoria de la actividad de reclamaciones y consultas 2024
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