The Complaints Report presents a statistical analysis of the claims and complaints processed each year, the areas to which the claims and complaints submitted related, the institutions affected and the transparency regulations and best practice criteria applied in the decisions issued.
Up until 2022, the best practice criteria were included in the “Complaints Report”. As from June 2023, for ease of reference, these criteria have been codified in a separate publication: the Compendium of best banking practice criteria. This publication is updated at least once a year and sets out the main issues leading to conflict between bank customers and their banks and specifies how they have been resolved, taking into account the criteria and the law currently in force.
