Submission #234

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QUESTIONS

1. In which Member State is your institution established? NA

2. Please provide information on the type or nature of customers or categories of customers you have decided not to service and/or on the financial products you have withdrawn from providing. NA

Please provide quantitative data where possible in support of your response (e.g., how often this type of decisions are taken per calendar year, an estimate % this represents in the total number of your business relationships, etc.). NA

3. Which risk factors does your institution consider when assessing whether to withdraw from serving certain customers or categories of customers or from offering certain products? In your experience, is one risk factor more important than others? If so, which one? NA

4. What measures (such as offering alternative products, increasing the price for an existing product, or restricting the features of an existing product) has your institution taken to mitigate potential detriment arising from your de-risking decision? NA

6. In which Member State is the financial institution that decided not to have/withdraw business relationship with you established? ESPAÑA

7. Which financial product have you been denied access to? Hemos recibido quejas por dificultades de apertura y mantenimiento de cuentas.

8. How did it affect you and what was the concrete impact of this decision?

Los interesados planteaban no poder recibir rentas de integración, prestaciones, ayudas y también tener dificultades para poder normalizar o mantener su tráfico financiero.

Please provide quantitative data where possible in support of your response. Nuestra institución no recopila de forma sistemática estos datos.

9. How was the decision not to have/withdraw a business relationship with you explained by the financial institution?

Se alegaba el cumplimiento de la legislación de prevención del blanqueo y del terrorismo o interpretaciones rigoristas de la norma, incluso en productos, como la cuenta básica de pagos que tiene un carácter de último recurso para evitar la exclusión y también prevenir la creación de redes informales y con frecuencia costosas de servicios financieros alternativos.

10. Were you given an opportunity to have this decision reviewed and if so, what was the process involved with what outcome? Please provide details.

Se indica a los interesados que acudan a los servicios de atención al cliente de las respectivas entidades bancarias y posteriormente al Servicio de Reclamaciones del Banco de España, pero el sistema de revisión es formalista, poco ágil y no ha logrado hasta el momento un suficiente nivel de confiabilidad, particularmente para ciertas categorías de personas en situación vulnerable

11. Were you able to use alternative channels to access financial services? Please explain. No se nos reportó información sobre ello.

Type of organisation: Others

If you selected “Financial Institutions”, please specify the type here: NA

If you selected ‘others’, please specify here: DEFENSOR DEL PUEBLO DE ESPAÑA (Alto comisionado del Parlamento para la defensa de los derechos y libertades9

Upload files Actuaciones del Defesor del Pueblo Problemática apertura de cuentas bancarias .pdf

Disclose comments yes

Name of the organization DEFENSOR DEL PUEBLO

Contact name Bartolomé José Martínez García, Director del Área de Economía y Hacienda.