Monitoring Report on Measures Aimed at Improving Personalized Attention for Seniors and People with Disabilities

The following document “Monitoring Report on Measures Aimed at Improving Personalized Attention for Seniors and People with Disabilities” prepared by CECA, AEB, and UNACC includes an introduction, follow-up data as of June 30, 2022, and conclusions.

In February 2022, the banking associations (AEB, CECA, and UNACC) signed the update of the “Strategic Protocol to Reinforce Social and Sustainable Commitment of Banks” (hereinafter, the Protocol), adopted by AEB and CECA in 2021, and to which UNACC has adhered in Chapter 5, dedicated to Financial Inclusion.

This update aimed to expand the initiatives launched by the entities with the dual objective of contributing to increasing the digital skills of their clients through training and providing alternatives for those who, for various reasons, are unable to access the digital society, need a longer adaptation period, or simply desire more personalized attention. In this context, new measures were adopted, in addition to those already being applied by the entities, aimed at enhancing personalized attention for seniors or people with disabilities in various aspects, such as in-person attention in offices, telephone support, adaptation of ATMs, software applications, and websites, as well as strengthening financial, digital education, and fraud prevention for this group of clients.

The commitment to develop a biannual follow-up report on the adopted measures was also included, which we fulfill through the publication of this report. Although this report encompasses figures from the entire Spanish financial sector, the success and responsibility of the entities toward this group of clients can be verified in each of the measures implemented individually.