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Bankia's measures

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Bankia announced the implementation of a wide range of measures, in addition to those already approved by the Government, with the aim of adapting the short-term financial needs of its private and business customers to help overcome this new situation generated by the coronavirus crisis.


Bankia offers its customers financial solutions that range from ICO loans and credits to mortgage and consumer loan moratoriums (spanish version), for both customers who meet the conditions laid down by the royal decrees and for those who do not meet them. The bank has made available to its customers an informative simulator that will let them know if they can request any of the two moratoriums.

Bankia has also advanced the payment of pensions the first payment to the unemployed in a situation of ERTE and unemployment benefits from the State Public Employment Service (SEPE). More than 256,000 of the bank’s customers that have their unemployment benefit paid into their Bankia accounts have benefited from this measure.

Bankia also offers its pensioner customers over 65 years of age a free personalised home assistance service so they don’t have to leave their homes to buy groceries.

The bank has strengthened its digital channels to help its customers to operate from home, and is keeping its branches open following the recommendations of the authorities. However, we advise our customers to avoid visiting the branches unless it is strictly necessary.

In order to facilitate daily operations, the bank provides its customers the possibility of withdrawing cash from ATMs of any bank in the country free of charge and has decided to raise the limit for contactless payments from 20 euros to 50 euros without the need to enter the PIN number and waive the collection of fees from loyal customers affected by the crisis.

For its business customers, Bankia has implemented a package of measures to extend the terms of the working capital financing of self-employed workers, micro-enterprises and companies.

The bank will also provide bridge financing solutions to those companies that need it to pay off their long-term loans.

Aimed at self-employed workers and small businesses, Bankia has eliminated the maintenance fee for point-of-sale terminals (POS) that cannot operate due to the COVID-19 crisis. Thus, the bank automatically reimburses the maintenance fees of the POS terminals charged at the beginning of April to customers who have not operated since 15 March. A measure that can be extended to the cancellation of May’s maintenance fees, which will be applied to customers who have not operated during the month of April.


At the end of February, Bankia launched a Monitoring Committee on the Evolution of COVID-19 coronavirus infection, which meets daily and comprises different areas of the bank. This committee has promoted a series of measures designed to protect the health of the entity’s more than 16,000 professionals and, in parallel, ensure the proper functioning of all the services, which are within those considered essential.

Working from home

  • Central services: more than 95% of the bank's central services professionals are working from home. In the case of the teams considered ‘critical’ or ‘essential’, due to their importance for the normal functioning of the bank’s activity and whose performance requires their physical presence, they are divided to ensure business continuity.
  • Branches: more than 50% of the branch professionals are working from home. Part of the network of branches remains open, although rotating shifts have been established for personnel who physically work at the branches.

Prevention measures in branches

  • Protective screens, hydrogels and masks are being distributed among the branch network, and the cleaning and disinfecting of branches has been stepped up, also limiting the maximum number of customers allowed in branches at any given time. The goal is to avoid crowds that could complicate maintaining the 2-metre safety distance between people.

Bankia is following all the recommendations made by the health authorities and is also applying the established action protocol, based on criteria of caution, active surveillance and care for people. In line with the above, from the very first day of the health alarm, employees who are most at risk were excluded from coming into work (pregnant women and those with any type of underlying health condition that represents a greater risk).

In addition, and in order to facilitate work-life balance, bank professionals have been offered different alternatives based on their personal situation, such as reductions in working hours up to 100%, early vacations or unpaid leave, among others.

Finally, the entity’s professionals are permanently informed through internal channels about the preventive measures to be adopted. For its part, the medical service is available for consultations.


With the aim of easing the financial burden of its suppliers, especially those that are SMEs and self-employed workers, Bankia is considering maintaining the remuneration of those services that, due to current circumstances, are not being provided. This way, Bankia will support its suppliers to ensure maximum employment for third-party workers who provide their services to the bank.

The bank has already begun to negotiate with some suppliers, who will be asked to maintain the working conditions of the personnel who provide the service at Bankia for the duration of the crisis.

On the other hand, Bankia’s Services and Purchasing Division will contact all the people in the bank responsible for managing and endorsing supplier invoices to ask them to expedite payments under their responsibility and resolve any incident with the aim of ensuring that suppliers receive their payments as soon as possible.


The Board of Directors of Bankia decided not to hold the General Shareholders’ Meeting in person to protect shareholders, customers, employees and investors in general. The bank adapted to the exceptional nature of the situation and implemented all the necessary measures to make it easier for shareholders to exercise their rights remotely.

Among the measures to facilitate their participation were the extension of the deadline for casting votes by remote means of communication, as well as the possibility of sending their written requests for information physically or electronically, in this case through the Electronic Right to Information Service enabled on the corporate website.

To maintain the entity’s high level of solvency and to cope with the crisis resulting from the expansion of COVID-19, Bankia will apply the utmost prudence when defining its future dividend policy and has waived making an extraordinary payment to its shareholders this year.

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