1. Extension of the face-to-face customer service period for the provision of teller services so that it spans, at the very least, from 9 a.m. to 2 p.m. This service will be provided over the counter or at the ATM.
2. Preferential treatment for the elderly in branches, with priority during busy periods in branches.
3. Mandatory specific training for sales network staff regarding the needs of this group.
(4-digit) Preferential telephone attention at no additional cost or direct, through a personal contact person.
5. Telephone customer service hours must run at least between 9 a.m. and 6 p.m. for customers to whom services are provided without a branch.
6. Ensure the adaptability, accessibility and simplicity of the channels according to their use, making versions with simplified language and interface available to these customers.
7. Repair of out-of-service ATMs to ensure the provision of cash within a maximum of 2 working days and information on the nearest alternative ATM.
8. Offering customers financial and digital education and fraud prevention actions through the most appropriate channel.
9. Financial institutions will notify elderly customers of the measures they adopt to inform them of the improvements at their disposal.
10. Expansion of the Financial Inclusion Observatory's remit so that it can adequately monitor the measures adopted by financial institutions for the personalised provision of financial services.
