This significant reduction brings statistics back to their usual pace, following 2024, which was an "extraordinary" year of activity due to the Supreme Court ruling on undue mortgage expenses, as explained by the Bank of Spain on Tuesday.
Of the total complaints processed, only 34.1% (1,635) were admitted by the public entity, while 3,039 were not successful. The Bank of Spain detailed that most rejected claims are due to presentation defects, such as not having previously contacted the bank's customer service or dealing with matters outside its jurisdiction.
After a sharp drop (-90.2% year-on-year) in claims related to mortgage origination expenses, fraud became the primary reason for complaints, accounting for 30.4% of the total. By entity, BBVA led the ranking with 25.5% of complaints, followed by CaixaBank (15.8%) and Banco Sabadell (8.6%).
Nationally, the Bank of Spain received 30,970 claims in 2025, a 44.8% decrease from 2024. Of these, only 10,856 were admitted. At the national level, CaixaBank was the most claimed entity (6,156 complaints), followed by BBVA (5,700) and Santander (4,229). The institution attributes these figures to each entity's market share.
