Access to banking services is a fundamental pillar of economic inclusion. Yet, millions across Europe still face barriers to essential financial services — whether due to geographical constraints, physical disabilities, or economic hardship.
In Spain, these systemic risks were highlighted by the ombudsman’s report on financial inclusion, which analysed 3,475 complaints on this matter from the last decade and concluded that daily operations necessary for the development of a normalised life, such as opening a current account, obtaining cash or making a transfer, sometimes become a difficult task for certain groups of people.
Efforts to promote financial inclusion have led to the development of innovative solutions to reach underserved communities. Mobile branches travel to remote areas, and digital accessibility initiatives ensure that people with disabilities can access banking services.
These measures are redefining what it means to be truly inclusive.
CaixaBank has taken a proactive approach to this problem, ensuring that its banking services are accessible to all communities, regardless of location or circumstance. Unlike many traditional banks, CaixaBank has deep-rooted ties to social banking and community development, driven by its historical connection to “la Caixa” Foundation, one of Europe’s largest charitable foundations.
With the largest banking network in Spain, serving 20.3 million customers, CaixaBank has developed a range of innovative solutions to reach underserved communities. From mobile branches traveling to remote areas to digital accessibility initiatives for people with disabilities, the bank is redefining what it means to be truly inclusive.
The bank has committed to remaining present in 483 towns where it is the last banking provider. It keeps a large bank branch footprint too, with more than 4,000 branches across more than 2,000 municipalities, making its services reachable to 92% of the Spanish population.
Despite these significant pledges, for many rural communities, traditional banking services remain out of reach. CaixaBank has addressed this challenge through its fleet of 19 mobile branches (ofibuses), which travel across 687 towns in 13 provinces, ensuring that over 324,000 people have access to financial services.
One of the towns served by the ofibus is Horcajada, a small town of no more than 400 residents in the province of Ávila, an hour’s drive away from its closest city, Salamanca, and two hours removed from the nation’s capital, Madrid. The experience of Horcajada friends, Isabel and Sagrario demonstrate the importance of the service. The inseparable duo is always punctual for their weekly appointments to withdraw cash and update their passbooks, which they make sure to book in advance. Their presence, along with other residents, turns the mobile branch visit into a social event where news is shared, and laughter is heard.
In Colmenar del Arroyo, Eva María Martín, a mobile branch manager in Madrid, describes how the arrival of the mobile branch is eagerly awaited by residents like Pilar, Manuela, Paco, Teresa, and María. These interactions not only provide essential banking services but also foster a sense of community.
Similarly, in Santos de la Humosa, Vicente, a young man with health issues, appreciates the convenience of the mobile branch parking in front of his house, allowing him to withdraw cash and pay bills without traveling.
These stories highlight the importance of mobile branches in connecting rural communities and ensuring that residents, especially the elderly, do not have to rely on their children for transportation to distant bank branches.
Ofibuses also proved to be an invaluable tool in supporting communities impacted by natural disasters. In October 2024, heavy floods devastated parts of the Valencia region, affecting thousands of residents and businesses, financial access became critical. 71 CaixaBank branches were damaged by the floods, 13 of which suffered severe damage, and another seven that needed to be completely renovated.
To ensure no customers were left without access to finance, CaixaBank responded immediately by: deploying ofibuses to affected areas, ensuring residents could access banking services; activating a loan moratorium, providing financial relief to struggling customers; allocating over €2.5 billion in financing for affected individuals and businesses; and, establishing an emergency donation platform, which raised €25 million to support relief efforts.
But banks today must go beyond physical access, with 75% of Spaniards using online banking in some form, banks must make sure the service is accessible to customers of all needs.
CaixaBank has also led the way in digital accessibility. Online banking platforms adhere to accessibility standards, ensuring services are available to individuals with visual or motor impairments. ATMs are designed to be 100% accessible, including sign-language assistance, and new services like Svisual help customers with hearing impairments access financial services seamlessly.
Today banks need to be more than just a financial institution, they must be a partner in social progress, ensuring that banking services are not just available — but truly accessible to all. Whether through disaster relief, rural outreach, or technology-driven accessibility, CaixaBank is setting a new standard for inclusive banking in the 21st century.
