Institutions’ Conduct

The Institutions’ Conduct Department does the work of the Claims Service and incorporates expertise on matters concerning market conduct, transparency of information, good practices, information to consumers, financial education and conflict resolution.

Accreditation of expertise and skills required by the new real estate credit regulations

Banco de España is responsible for the accreditation of entities or companies which certify that the employees of financial institutions who market, design or advise individuals on mortgage loans affecting residential properties possess the required expertise and skills, in accordance with Ley 5/2019, de 15 de marzo, reguladora de los contratos de crédito inmobiliarioOpens in a new window.

To be accredited and recognised as such by Banco de España, these companies or entities must meet a set of requirements set forth in Order ECE/482/2019, de 26 de abrilOpens in a new window

Financial education

In this field, and in collaboration with the CNMV, the Financial Education Plan is being developed which aims to improve practical knowledge about the population's finances, so the public are able to face up to their financial decisions with better understanding and therefore reinforce the sustainability of the financial system.


Deals with queries from financial users on the regulations applying to transparency and protection of customers, as well as the existing legal channels to exercise their rights.

Claims and complaints

Resolves claims and complaints made by users of the entities supervised by the Banco de España with the aim of securing their interests and legally recognised rights, as a consequence of alleged non-compliances by the entities against which the claims are made, of the regulations on transparency and protection of customers or of good financial practices and uses.

Claims will not be allowed which:

  • Have not been previously submitted to the customer service department or customer ombudsman of the entityOpens in a new window.
  • Seek to make a statement about the abusive nature of a certain contractual clause.
  • Spark controversy on the financial assessment of damages that may eventually have been caused to financial users.
  • Do not refer to specific transactions. It is not up to this Department to carry out a full audit of all the movements entered on the customers' accounts which are shown in regular statements or settlement documents issued by the entities.

Their action is concluded with a reasoned report which has no binding authority for any of the parties.

In the Portal del Cliente BancarioOpens in a new window details are provided of the procedures to follow when submitting queries, complaints or claims; as well as other aspects which seek to help to improve customer knowledge about provisions which affect them; nevertheless, the procedures can be accessed directly via the following link:

If you would like to find out more about the network created by the European Commission, which groups the national organisations of the different member states responsible for resolving the claims of financial service clients through the courts, you may consult the following links:

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Institutions’ Conduct Department

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