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BankiaFloor clause refund process

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Bankia has started a process by which personal customers who have a mortgage with the Bank that includes a floor clause may apply to have the floor reviewed and, where applicable, receive a refund, with interest, of the amounts charged to them under that clause.

The procedure, which will be available from 3 February 2017, will ensure that applications are handled quickly and free of charge and has been established in compliance with Royal Decree-Law 1/2017 of 20 January on urgent consumer protection measures in relation to floor clauses.


The procedure is very simple. All that Bankia customers have to do is go to their usual Bankia branch with their ID card and fill out the appropriate form (download the application form). However, applications may be submitted in any Bankia branch.

All personal customers who have a mortgage with Bankia that is subject to an interest rate floor are entitled to submit applications (download an overview of the application process), even if they have a claim against the Bank currently in progress either in or out of court.

Once an application has been submitted, Bankia will analyse the application and will respond within 3 months.

If the decision is in the customer’s favour, all the holders of the mortgage must agree with the amount to be refunded and must sign the settlement agreement before any money is repaid.

Once the agreement has been signed, Bankia’s Floor Clause Customer Service Centre (“Centro de Atención de Cláusulas Suelo”) will settle the agreed amount, either in cash paid into the customer’s account or as a reduction of the loan principal outstanding. In the latter case, the customer will be given an additional document showing the revised amortisation schedule.

In the settlement agreement, any customer who has filed a claim against the Bank in a court will agree to withdraw that claim.

The customer will thus be able to recover the interest charged under the floor clause plus compensatory interest, saving time and the costs of legal proceedings.

Bankia - Floor clause refund process

Overview of floor clause refund process 

Time limits

  • Applications may be submitted from 3 February 2017.
  • Applications will be resolved within 3 months of the date of submission.



  • Address: C/ Gabriel García Márquez 1, 28232, Las Rozas (Madrid).
  • Email: clausulasuelo@bankia.com
  • Telephone inquiries: 916 024 629 from 8:00 to 22:00, Monday to Friday.

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