The regulatory clock starts at second zero

From the moment a customer files a formal claim, the Bank of Spain allows 15 business days to resolve and respond. PSD2 shortens that to one business day for card disputes involving unauthorised transactions. Eighty per cent of retail banking claims follow the same decision pattern, which means a well-configured agent can classify, investigate, apply policy, and prepare the response in seconds. Only cases requiring negotiation or complex judgement need a human.

Bank of Spain, Circular 4/2022 — PSD2 Directive, Art. 71 — SAC Annual Report 2023