EY and Deloitte are the two companies that are currently fighting to obtain the support service from the Bank of Spain for an initial period of two years to manage the increase foreseen by the supervisor of claims for mortgage loans and cards, as stated in the Platform of Public Sector Procurement.
The object of the contract is the provision of a support service for the management of claims submitted by users of banking services referring to any type of incident related to mortgage loans and cards. Specifically, the service will consist of the full management and processing of claims up to the formulation of a proposed resolution.
“It is about contracting an instrumental activity, support, support and mere preparation of proposals, which is carried out following the instructions, and with review prior to signing by the competent body, of the Bank of Spain’s own staff”, the documentation includes. of sheets.
The offers presented by the two consultants reduce the total initial budget of 2.78 million euros. On the one hand, Deloitte has submitted an offer for an amount of 2.3 million euros, while EY has made a proposal of 2.2 million euros. Currently, the tender is in its evaluation phase of these offers.
KPMG had also submitted a proposal, although it has finally been excluded from the tender.
The Bank of Spain has verified a sustained and significant increase in claims filed by citizens with the body since 2020. Its human resources available to process claim files remain stable, which creates a risk of non-compliance with the processing deadlines set out in the regulations.
It is due to this lack of staff in the Bank of Spain’s Department of Entity Conduct that the body needs to rely on an external company to offer a quality service to citizens by processing and resolving claims within the legal deadlines.