The new publication Compendium of good banking practice criteria sets out the good practice criteria developed by the Institutions' Conduct Department, based on the analysis of complaints and the results of conduct supervision. The good practice criteria, included until now in the Complaints Report, become a separate publication to facilitate their use and systematization.
The compendium, which will be updated at least once a year, reviews the main reasons that cause conflicts between bank clients and their credit institutions, classifying them according to the main banking products (accounts, deposits, payment services, consumer loans , mortgages) and, to a lesser extent, according to the processes (treatment of mortgage debtors in difficulty, testamentary processes...) and reports on how they have been resolved.
* Planned publication date, barring unforeseen circumstances.
28 June 2024