La Banca Ignora Las Quejas De Los Clientes Respaldadas Por El Banco De España

Los bancos evitan asumir cualquier tipo de rectificación ante sus clientes, por mucho que el Banco de España les haya dado la razón en alguna de las quejas presentadas ante el regulador por conflictos como las cláusulas suelo de las hipotecas, las comisiones de sus tarjetas o la falta de transparencia en los contratos que firman, entre otros muchos casos. De los 6.028 informes que el Servicio de Reclamaciones emitió en 2014 a favor de los clientes, las entidades rectificaron en 1.014 ocasiones. Es decir, en un 16% de los casos, según los datos provisionales del Banco de España.
El año pasado, un 60% de los informes del supervisor fue favorable al reclamante. En 2013, un 57%, mientras que en 2012 este porcentaje fue del 54%.
Ni siquiera el regulador es capaz de cambiar la postura de muchas entidades financieras porque sus informes no son vinculantes. Es decir, la banca no tiene obligación legal de cumplirlos. Y a eso se aferran para obviar los dictámenes en los que no se les da la razón. Incluso, hacen caso omiso de forma más evidente cuando la queja viene motivada por una cláusula suelo, la gran batalla que plantean los usuarios ante sus sucursales y que acapara seis de cada diez reclamaciones. Ante estas quejas hipotecarias, el Banco de España dio la razón a los clientes en 4.777 ocasiones el año pasado, frente a los 2.879 informes en los que apoyaba la postura de la banca. Las entidades sólo aceptaron modificar la aplicación de la cláusula suelo en 678 casos, es decir, en un 14,2% de los miles de informes favorables del regulador que significa un 7% del total de reclamaciones de cláusulas suelo.Está claro que la reclamación al Banco de España es muy poco efectiva de cara a eliminar la cláusula suelo pues sólo en el 7% de reclamaciones que se realizan el banco accede a eliminar la clásula suelo mientras que por la vía judicial se eliminan más del 90%.

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