- Fraud in payment operations became the top complaint category, accounting for 30% of all claims.
- Total complaints dropped 45% to 30,970, but fraud-related claims rose 18%.
- Banks refunded a record €6.8 million, with an average of €625 per claim.
- CaixaBank, BBVA, and Santander received the most complaints.
The Banco de España’s 2025 report reveals a significant shift in consumer complaints. Fraud in payment operations has become the main focus of risk for customer protection, with a sharp increase in related claims. The institution, led by José Luis Escrivá, recorded 30,970 complaints last year, a 45% drop from 2024, but the nature of these complaints tells a different story.
While the overall number fell due to a return to normal after a spike in mortgage cost claims, fraud-related complaints rose by 18%, making up 30% of all cases. The report highlights that this trend is continuing into 2026, with a 50% increase in complaints during the first four months compared to the same period in 2025. If this pace holds, the annual total could reach 40,000.
Fraud Claims Surge as Main Concern for Spanish Banking Customers
The most common type of fraud involves unauthorized payment operations, often through phishing or sophisticated impersonation of banks. The Banco de España warns that cybercriminals are using increasingly realistic emails and messages to steal personal and banking data. Once obtained, they can carry out transactions without the victim’s consent. In 2025, 9,179 complaints were filed specifically for fraud, representing nearly a third of all claims.
Cards and accounts are the most affected products. Card-related complaints rose 15%, driven by fraudulent transactions and issues with revolving credit cards. Account and transfer complaints increased 8%, mainly due to fraudulent transfers and disputed fees. Mortgages, which had been the top category for two years, fell 80% after the Supreme Court ruling on mortgage costs was resolved.
Sharp Drop in Total Complaints Masks Rising Fraud Trend
The total number of complaints dropped to 30,970, the lowest since 2020, but this is largely due to a 90% decline in mortgage cost claims. Without that factor, fraud and other issues are on the rise. Only 35.1% of complaints were admitted for processing, as many consumers failed to first contact their bank’s customer service or filed issues outside the BdE’s authority. Of the 10,856 admitted cases, 7,271 resulted in a formal report.
The admission rate remains low, reflecting limited understanding of the BdE’s role. Alberto Ríos, Director General of Financial Conduct and Banknotes, noted that many complaints are dismissed because they haven’t been previously raised with the bank. He also emphasized that the BdE is pushing banks to properly document their commercial policies and apply double authentication measures to prevent fraud.
Banks’ Response and Record Refunds
In 39% of resolved cases, the BdE ruled in favor of the bank, while 20% favored the customer. In 33% of cases, the bank rectified before a final decision, often reaching an agreement. This led to a record €6.8 million in refunds, with an average of €625 per claim. The amount returned increased 36% from 2024, marking a historic high. However, in 21% of cases where the BdE ruled against the bank, the institution did not comply, leaving customers without compensation.
The BdE also handled 35,735 consultations, a 34.5% drop from 2024, with 82% resolved within ten days. Topics included how to file complaints, mortgage loans, and account issues. The BdE has issued new criteria for banks, such as clearly explaining the total cost of loans and managing the cancellation of expired guarantees.
Which Banks Face the Most Complaints?
CaixaBank topped the list with 6,156 complaints, followed by BBVA (5,700) and Santander (4,229). ING, Sabadell, Bankinter, Unicaja, Abanca, Kutxabank, and Ibercaja also featured prominently. On the other end, Solventia (33), Banca March (57), Andbank (195), and Cetelem (365) received the fewest. The BdE notes that complaint numbers generally correlate with market share, but customer service policies also play a role.
The largest banks also saw the highest refund amounts, but the average per claim varied. For example, in the Valencia region, the average refund was €756, while in Alicante it was €511. The BdE’s report highlights that banks are increasingly rectifying complaints before a formal report, with 79.4% of favorable cases resolved through prior agreement.
Regional Breakdown: Where Complaints Are Highest
Madrid, Andalusia, and Catalonia accounted for more than half of all complaints, with Madrid alone having 10 complaints per 10,000 inhabitants. The national average was 6 per 10,000. Valencia ranked fourth with 3,233 complaints, where fraud was the main issue (1,001 cases). In Valencia province, the average refund was €1,109, well above the national average. Alicante and Castellón had lower refund averages, reflecting regional differences in claim outcomes.
The BdE’s report also notes a rise in personal loan complaints, up 44% year-on-year, often related to documentation disputes and cancellation issues. The institution is closely monitoring these trends and expects fraud to remain the dominant concern in 2026.
Overall, the 2025 data shows that while total complaints have normalized, the nature of complaints has shifted dramatically. Fraud is now the primary driver, and the BdE is responding by tightening requirements for banks, such as enforcing double authentication and proactive customer alerts. With a 50% surge in early 2026, the fight against bank fraud is far from over.