Complaints filed with the Andorran Financial Authority (AFA) increased in 2025, rising from 18 to 31 in a single year. This data reveals which financial disputes most frequently reached the Andorran regulator.
Key data
- 31 claims received by the AFA during 2025.
- 18 claims registered during 2024.
- 8 claims related to insurance and policies.
- 10 claims deemed inadmissible.
- 163 inquiries handled by the AFA in 2025.
Claims against the AFA in 2025: key figures
The Andorran Financial Authority received 31 complaints during 2025, compared to 18 in the previous year. This represents a total of 13 more complaints than in 2024. However, this increase alone does not indicate a general deterioration of the financial system, as the report does not explain the reasons for this trend.
The AFA handles matters related to entities and activities under its supervision. Therefore, the agency may not be competent to resolve a complaint against an unsupervised entity or a dispute attributed to another agency.
The main figure is this: In 2025, the AFA received 31 complaints, 13 more than in 2024.The most frequent category was related to insurance, although claims were also registered regarding bank accounts, banking operations, testamentary matters, investment products and fees.
What were the most frequent reasons for complaints to the AFA?
Insurance and policy coverage: 8 claims
Insurance-related complaints were the most numerous category, with eight submissions. These concerned insurance policy coverage and management.
The 2025 report does not provide a detailed breakdown of each case. To analyze a claim of this type, it may be helpful to review the policy, its annexes, and the insurer's communications.
Cancellation and opening of bank accounts: 5 complaints
The second category involved the cancellation of bank accounts or the refusal of some institutions to open or maintain accounts for certain customers. There were five complaints of this type.
The report does not detail the circumstances of each case. Therefore, it does not allow us to know whether the decisions were based on contractual, regulatory, or other reasons.
Banking transactions: 4 complaints
The banking transactions resulted in four complaints. The information published for 2025 does not break down the individual cases or specify which transactions were the subject of the complaints.
Wills, investments, and fees
The AFA received two complaints regarding estate matters, one concerning investment products, and another related to fees. The distribution includes issues related to inheritance, financial products, and costs charged by financial institutions.
The summary of categories published in the AFA's 2025 annual report is as follows:
| Reason | Claims |
|---|---|
| Coverage and management of insurance policies | 8 |
| Cancellation, opening or maintenance of accounts | 5 |
| Banking operations | 4 |
| Testamentary matters | 2 |
| Investment products and fees | 1 in each category |
What claims can the AFA process?
The report indicates that some complaints were rejected because they were directed against entities not supervised by the AFA or because they fell under the jurisdiction of other bodies. Therefore, jurisdiction depends on the entity involved and the content of the complaint.
The source does not detail the outcome of the accepted claims, nor does it indicate whether any resulted in compensation. To learn about the procedure applicable to a specific case, it is necessary to consult the official AFA channels and the relevant documentation.
Ten claims were deemed inadmissible
Of the claims received in 2025, ten were deemed inadmissible. The main reasons were failure to comply with the formal requirements for processing the case and the AFA's lack of jurisdiction.
In some cases, the complaints were directed against entities not supervised by this agency. In others, the matter fell under the jurisdiction of another agency or resolution channel. The AFA took the necessary steps to gather the available information and, where appropriate, directed the complainant to the correct channel or agency.
The report does not specify which formal requirements were not met in each case. Therefore, anyone wishing to file a complaint should consult the AFA's current instructions and verify that the matter falls within its jurisdiction.
How to file a complaint with the AFA?
Presentation via the website
The web channel was the most used in 2025, with 14 complaints. Its use remained at similar levels to the previous year.
Presentation via email
The AFA received 12 complaints via email. This channel saw a significant increase compared to 2024.
Postal mail and in-person service
Mail and in-person channels received a total of five complaints. For current requirements and channels, please consult the Official website of the Andorran Financial Authority.
Which channel was used most in 2025? The AFA website, with 14 complaints. Which one saw a significant increase? Email, with 12 complaints. The source does not detail what documentation was submitted in each case, nor does it establish a different procedure depending on the channel.
What to do if a bank closes an account in Andorra?
Cancellation or refusal to open or maintain an account was the second most common reason, with five complaints. The report does not explain the specific circumstances of these cases or the reasons for the banks' decisions.
The practical question is which body can intervene. According to the report, the AFA guides the complainant when the matter falls under the jurisdiction of another channel or organization and can act when the entity is within its area of competence. In a specific case, the entity and the reason for the complaint must be identified.
What to do if you have a problem with an insurance policy in Andorra?
Insurance policies accounted for eight complaints, the highest number of all categories. The report identifies policy coverage and management as the issues raised in the complaints, but does not provide details of individual disputes.
What information does the source provide? That the claim may be related to an insurance policy and that jurisdiction depends on the entity and the matter. To determine the appropriate channel, it is necessary to consult the contract documentation and the AFA's instructions.
The AFA received 163 inquiries during 2025
In addition to complaints, the AFA recorded 163 inquiries during 2025, a figure that remained stable compared to the previous year. The distribution did change, however: inquiries regarding operating licenses and the creation of entities decreased, a trend the agency attributes to less activity from new entrants into the financial system.
Inquiries about digital assets, blockchain technology, payment services, and electronic money also decreased. According to the AFA, this trend may reflect greater regulatory clarity and stability in these areas.
In contrast, inquiries about deposits related to immigration procedures and those linked to the insurance sector increased. The "other matters" category also grew, which the AFA interprets as a possible indication of a greater diversity of questions or the emergence of more heterogeneous issues.
What does this evolution mean for those who live, invest or start a business in Andorra?
The main data point for users of financial services is that complaints increased from 18 to 31 between 2024 and 2025. The most frequent disputes were related to insurance and policies, followed by bank accounts.
To determine if the AFA can intervene, there are two practical questions: Is the entity supervised by this body? And does the matter fall within its scope of action? The report indicates that lack of jurisdiction was one of the reasons for inadmissibility, but it does not offer further details on each case.
The increase in complaints does not, in itself, prove that the Andorran financial system is functioning worse. The report records the numerical evolution and the subjects of the complaints, but does not establish the causes of the increase.
Conclusions and next steps
In 2025, 31 complaints were filed with the AFA, with insurance being the most common: eight cases concerning policies and coverage. There were also five complaints related to bank accounts. In addition, ten complaints were dismissed due to procedural issues, lack of jurisdiction, or because they were filed against unsupervised entities.
The AFA also received 163 inquiries. Those related to operating licenses and the creation of entities decreased, as did those concerning digital assets, blockchain technology, payment services, and electronic money. Inquiries about deposits linked to immigration procedures and insurance increased.
For official information on the channels and scope of action of the AFA, visit their official websiteFor matters related to residency, banking, investment, insurance, or starting a business, you can also contact Andorra Insiders to receive personalized guidance.
This content is for informational purposes only and does not replace professional legal, financial, or regulatory advice.
Frequent questions
How many complaints did the AFA receive in 2025?
The Andorran Financial Authority received 31 complaints in 2025, compared to 18 registered in 2024.
What was the main reason for the complaint to the AFA?
Insurance policy coverage and management was the most frequent category, with eight claims.
How can you file a claim against a bank in Andorra?
The report indicates that there were complaints regarding account cancellations and refusals to open or maintain accounts. To determine the appropriate channel for a specific case, you should consult the official information from the AFA and verify that the entity falls within its supervisory scope.
Why might a claim before the AFA be declared inadmissible?
This can occur due to failure to meet formal requirements, being directed against an unsupervised entity, or falling under the jurisdiction of another body or resolution channel.
Can the AFA force a bank or insurance company to compensate the client?
The source does not detail the measures taken in the accepted claims, nor does it indicate whether any resulted in compensation. The scope of the AFA's actions depends on its jurisdiction and the specific case.
Sources
- Andorran Financial Authority, activity report for 2025.
