Customer Service Area

Customer Service Area

A faster, more effective response

In 2018. the Customer Service Area (SAC), which receives complaints and claims from Bankinter's customers, significantly improved its response times, with 45% of cases resolved in just 48 hours.

Furthermore, the apps used to improve the service were also optimised, allowing customers to access details of their complaints online and using telephone banking. For the recording and control of complaints and claims, the Customer Service Area has a specific tool for monitoring, analysing cases, the cause of claims and controlling response times.

Furthermore, over the course of the year, work stepped up on the training plan for all members of the department. The main objective is to expand the team's legal and regulatory knowledge, and to improve practical aspects of banking management.

As part of its activities in 2018, the SAC resolved 17,867 cases (2,618 complaints and 15,249 claims). Of these claims, 71.2% were resolved in favour of Bankinter and 28.8% in favour of the customer.

Other authorities

Customers can send their complaints and claims to other authorities, as well as the Customer Service Area. This is the summary of its activities in 2018:

  • Ombudsman. Resolved 440 cases. Of these, 144 were in favour of the customer and 296 in favour of the bank. Another 24 cases remained outstanding.
  • Banco de España (Bank of Spain). In total, 276 cases were filed. 44 were resolved in favour of the customer, 119 in favour of the entity, 41 were not pursued (when the bank accepts the claimant's contentions), 27 were not contested and 45 remained outstanding.
  • Spanish National Securities Market Commission (CNMV). In 2018, a total of 20 cases were handled by this supervisory body. 1 was resolved in the Bank's favour, 9 in the customer's favour and the other 10 remained pending.

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