Card fraud has become the main reason Spanish customers complain to the Bank of Spain. According to the supervisor's annual Complaints Report, incidents linked to cards, fraudulent payment transactions and phishing attempts reached a peak in 2025 and kept growing in the first six months of 2026.
Fewer complaints overall. The Bank of Spain received 30,970 complaints in 2025, 45% fewer than in 2024. But the drop does not reflect better relations between banks and their customers. It is explained almost entirely by the collapse in complaints over mortgage arrangement costs, which had pushed 2024 to a record 56,099 complaints, 69% more than the previous year.
Cards take the lead. Card-related complaints accounted for 31% of the total in 2025, with 9,179 cases compared with 7,747 a year earlier, an increase of 15% according to the report. The Bank of Spain says the rise is driven mainly by payments made in contexts of fraud or deception of the user, as well as issues with the documentation of revolving credit cards. For the first time in several years, cards are the financial product generating the most complaints.
Transfers close behind. Current accounts, transfers and direct debits made up 29% of complaints, up 8%. The supervisor attributes the increase mainly to fraudulent transfers and to disputes over bank fees and charges. Mortgage loans came third with 22%, after complaints about arrangement costs fell from 30,888 in 2024 to just 3,019 in 2025, a drop of close to 80%.
Why it matters
Fraud back on top. Complaints about payments made in the context of a scam or fraud rose 18% in 2025 and returned to first place among the most complained-about subjects. The Bank of Spain also reports more enquiries about internet fraud and different forms of deception, especially phishing and other identity impersonation techniques. Many enquiries on accounts and transfers were also linked to possible fraud, fees or anti-money laundering rules.
Only the tip. The supervisor only steps in when a customer has first complained to their bank and the issue has not been resolved satisfactorily. In 2025, financial institutions handled 1,061,153 complaints directly, 49% fewer than the year before, a fall the Bank of Spain also links to the end of the wave of mortgage claims.
- Never share card details or one-time codes in response to unexpected messages or calls.
- Report any unrecognised card payment to your bank as soon as possible.
- If your bank does not resolve your complaint, you can escalate it to the Bank of Spain.
- Keep records of messages, calls and transactions linked to the incident.
Source: ON Economia / Banco de España
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