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Date Published: 11/02/2022

ARCHIVED - Spanish banks commit to improving services for the elderly

ARCHIVED ARTICLE

Two financial institutions in Spain have already extended their customer service hours

<span style='color:#780948'>ARCHIVED</span> - Spanish banks commit to improving services for the elderly

After several weeks of protests and fraught deliberations, Spain’s banks have submitted a number of proposals aimed at improving their services towards elderly, vulnerable and more rural customers.

To promote financial inclusion, the Spanish Banking Association (AEB), CECA and the National Union of Credit Cooperatives (Unacc) have suggested creating personalised attention at bank branches, with better face-to-face hours and preferential treatment for those who need to call a telephone helpline.

The AEB has also proposed the development of training courses for older people and those with disabilities to help avoid the many scams circulating in Spain at the moment, in addition to creating special departments within banks to monitor any complaints made by these groups specifically.

These measures would entail modifications to the strategic protocol signed by the banks and aimed at guaranteeing the provision of services in rural areas, in order to include the problems identified in bank services for the elderly.

The changes were sparked by the ‘I’m older, not an idiot’ campaign spearheaded by 78-year-old Carlos San Juan, demanding “more humane” treatment from the banking sector. Earlier this week, San Juan presented to both the Ministry of Economic Affairs and the Bank of Spain some 600,000 signatures obtained in the initiative promoted through change.org.

Both Banco Santander and Abanca have already agreed to extend the hours of their counter services to 2pm to better facilitate older customers.

Now read: Spain loses half its bank branches in a decade

Image: Archive

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