As a user of financial services, you have the right to file complaints and claims for breaches by your financial institution. The complaint procedure begins by filing a complaint with the entity itself.
First step: Customer Advocate
Financial institutions must have a “Customer Service” and, where appropriate, may have a “Customer Advocate” to handle customer complaints. Thus, if after complaining to the director of your office the situation is not resolved, you can send a letter to that service, which, within two months, must give you an answer.
You can file a complaint against any action by your bank that harms you (delays or lack of attention, charging fees or interest not included in the contract, lack of information when contracting products, selling products not requested by you, etc.).
You can find the addresses of the customer service departments of each entity (as well as the regulations of said services) on the Bank of Spain website (www.bde.es), under the section “Banking Customer Portal”; “Complaints and Claims”).
If the Customer Service denies your complaint (or does not respond within two months), you should contact the Bank of Spain Service if your complaint relates to a banking product (current accounts, deposits, loans, mortgages, etc.).
For other claims, please note:
- If your complaint relates to an investment product or service (stocks, bonds, investment funds, etc.), you should contact the National Securities Market Commission.
- And to the General Directorate of Insurance for claims regarding insurance or pension plans.
Complaint
Submit your complaint in writing to the Customer Service Department or Customer Ombudsman of your organization, including the following information:
- Personal data (name, address, NIF, etc.).
- Reason for the complaint and amount claimed (attaching the documentation on which your complaint is based).
- Office or department where the events that motivate your claim took place.
