Customer-centred banking

We understand financial inclusion from the perspective of proximity and accessibility, and aspire to become a benchmark in banking for all our customers. Our goal is to create an omnichannel experience that deletes any physical or sensory barriers.

Being close to our customers is a priority, and this is why we believe that proximity and accessibility are two concepts that go hand in hand. We work to ensure that our channels are used by as many people as possible, removing barriers that may limit their use.

Design of our products and services

Accessibility of our services

We work to make our branches, ATMs and online services accessible so that interacting with us is as easy as possible. CaixaBankNow, the online banking channel accessible via web and mobile, brings all the bank's digital services together under a single concept. At the close of 2023, we reported 11.5 million digital customers.

CaixaBank has a presence in 2,233 towns and cities in Spain, with a total of 11,335 ATMs and 3,876 branches. We work to meet the challenges of the environment by removing physical and sensory barriers and adapting our developments to the senior segment.

Data at the close of 2023

We offer a more personal and accessible model through our Store branches , with extended opening hours until 6:30pm from Monday to Thursday and, thanks to the inTouch model , more than 3.3 million digital customers can undertake their transactions remotely and contact their personal manager.

With the aim of enhancing its service in rural areas, CaixaBank has 19 mobile branches (ofibuses), which serve more than 324,000 people in 687 towns in thirteen provinces: Ávila, Burgos, Castellón, Ciudad Real, Granada, Guadalajara, La Rioja, León, Madrid, Palencia, Segovia, Toledo and Valencia.

Each mobile branch covers different daily routes and, depending on the demand, visits the locations where it provides service once or several times a month. In addition to preventing the financial exclusion of rural areas, this service preserves the direct relationship with the customers who reside in these locations, upholding the commitment to the Senior and agricultural and livestock sectors.