Have you had any problems with your card transactions?
The first thing you need to know is that, to open a support ticket the charge must be posted:
- It must already have been charged to your account.
- It cannot be “on hold” or “pending”.
If the charge hasn't been posted yet, you'll need to wait until it is.
The process is very simple and 100% online; click here, follow the steps, and in just a few minutes you will have submitted your incident support ticket.
If the reason is fraud or theft of your card:
To make a claim, you must file a police report at the police station, where you will be asked to provide proof of the charge.
But the first thing to do is block your card.
- If you have your Online Banking login details, you can do so via our website or our app.
GO TO BLOCK CARD - If you do not have your login details, you can call Telephone Banking on 91 657 88 00.
After blocking your card, you can start the process by clicking here, then selecting the charge you want to dispute and downloading the proof of the charge, which is essential for filing a police report.
Take this proof to a police station to file the report.
If the reason for your incident is not fraud or theft:
To resolve your issue, simply click here and follow the steps; it's easy and won't take more than a couple of minutes.
What documents do I need to provide to file a claim?
- The claim form
- Depending on the reason for your claim, you will also need to provide the following documents:
Wrong charge made by a business or ATM
- Proof of payment showing the correct amount or proving that you had already made the payment through another method.
- Credit note. Only if you have returned the item and the business has not refunded the amount or cancelled the transaction.
Incidents with businesses due to defects with purchased items or services provided
- Proof of purchase showing the description of the item in question and the expected date of receipt
- Proof of the return made to the business, showing the shipment locator number
- Documentary graphic evidence proving the discrepancy in the product received (e.g. a photograph)
- Copy of written conversations you may have had with the business in an attempt to resolve the conflict. If the business has gone bankrupt, you will have to provide the negative response issued by the official receiver designated to handle claims filed by those affected.
- Proof of formal cancellation if you had cancelled the purchase
- Copy of the cancellation policy if the business gave it to you at the time of payment or had published it
Fraud or theft
- Copy of the police report for card fraud or theft
If your incident relates to a transaction that took place more than three months ago:
Please contact Telephone Banking or visit your branch so that we can assist you.
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Download form
You can download the claim form here.
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Fill in and sign form
Fill in the form and make sure you sign all pages.
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Send it to us
Send us the completed form along with the necessary documents. We offer you three options:
- The most convenient, through our website
- Take it to any of our branches or to your Bankinter Agent
- Send it by regular post to the following address:
Bankinter, S.A. Operaciones, MMPP
Calle Pico de San Pedro, 1
Tres Cantos, Madrid, 280760
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If you choose to file a claim through the website, create a single file for all the documents you need to provide. The following formats are accepted: .jpeg, .tiff, .bmp, .gif, .png, .doc and .txt. The maximum file size is 10 MB. Remember, the file must contain all the necessary documents. Otherwise, you will have make a new submission for each document you want to provide.
If you want to check the status of an incident:
