Compendium of best banking practice criteria

The Compendium of best banking practice criteria sets out the best practice criteria drawn up by the Institutions’ Conduct Department, based on an analysis of the complaints made and the outcomes of conduct supervision. These criteria have until now been included in the Complaints Report, but, as of the first edition of the Compendium issued on 28 June 2024, they will be published separately, to facilitate their use and systematisation.

The Compendium, which will be updated at least once a year, reviews the key causes of disputes between bank customers and credit institutions, and classifies them according to the main banking products (accounts, deposits, payment services, consumer loans, mortgages), as well as by process (treatment of distressed mortgagors, probate services, etc.). It also details how the disputes have been resolved, taking into account not only the best practice criteria, but also the related legislation in force at any given time.

This publication is only available in Spanish.