The Bank of Spain announced a pilot programme that will open an in-person citizen guidance point at its Valencia premises from 24 November, operating by appointment. The service will provide general orientation on personal finance-related matters and Bank of Spain procedures, but will not offer information, advice or assessments on specific institutions, products or services. The guidance point will handle queries on the nature of banking products and services, bank-customer rights, complaint procedures, financial education topics, and how to carry out formalities with the Bank of Spain. It will complement existing support provided via the telephone service centre and the Banking Customer Portal, and is framed as part of initiatives under the Strategic Plan 2030 to strengthen the role of branches in outreach and financial education; Valencia was selected based on the representativeness of the city and surrounding area, branch characteristics and the local socio-economic environment, and the initiative is also linked to supporting recovery in areas affected by DANA. Appointments can be requested from 10 November, and the Bank of Spain plans to assess the pilot’s results in summer 2026 to consider whether to extend it to other branches.
Bank of Spain 2025-11-06
Bank of Spain launches Valencia pilot to provide in-person personal finance guidance by appointment
The Bank of Spain will launch a pilot programme on 24 November, opening an in-person citizen guidance point at its Valencia premises to provide general orientation on personal finance and Bank procedures. This initiative, part of the Strategic Plan 2030, aims to enhance outreach and financial education, complementing existing support services. The pilot's results will be evaluated in summer 2026 to determine potential expansion to other branches.