The relationship between vulnerable financial consumers and banking institutions. A qualitative study in Spain

• Financial inclusion is the sustainable provision of financial services. exclusion can be conceived as discrimination. We find a complex intra-urban ‘financial ecology’ low-income consumers. Use difficulties are main that vulnerable consumers face. The phenomenon has been approached from different perspectives. After reviewing recent literature, we adopt ecology approach and propose comprehensive framework to analyse types (access, use perception) face in relationships with banking institutions well their underlying causes. consider services products an adjustment individual needs. examine special group urban consumers: underbanked people facing poverty social exclusion. Data were obtained focus groups coded analysed using qualitative data analysis software. results show predominate, followed by perception difficulties. Bank pressure lack training stood out among causes these conclude poorer neighbourhoods constitute distinctive produced ‘discrimination’ significant number inhabitants mainstream study provides evidence socio-spatial nature process calls for further research on role policy responses restrict abusive practices.