Submit a complaint
If you want to make a complaint or file a financial claim regarding any aspect covered in the Bankinter regulation, please visit the customer service area.
By form
If you are a customer of Bankinter, please use the forms below:
Send complaint to Customer Service Area (SAC)Send financial claim to Customer Service Area (SAC)
If you aren't a customer of Bankinter:
Send complaint or financial claim to the Customer Service Area (SAC)
By telephone
By calling the Customer Service Area: 900 80 20 81.
Lines are open from Monday to Thursday from 08.00 to 17.00, and on Fridays from 08.00 to 15.00 (Spanish mainland time).
By letter
To the following address:
Customer service department
C/ Pico de San Pedro 1, 28760 Tres Cantos, Madrid.
By email
- Fifteen business days from receipt by the entity for complaints filed by consumers and non-consumers in relation to matters within the scope of Royal Decree-Law 19/2018 of 23 November, regarding Payment Services and other urgent financial measures (hereinafter, the Payment Services Royal Decree-Law), which repeals the previous Law 16/2009, regarding Payment Services, and transposed European Directive (EU) 2015/2366 of the European Parliament and of the Council, commonly referred to as PSD2.
- For complaints filed by consumers that concern matters outside the scope of the Payment Services Decree Law mentioned in the previous section, the deadline will be one month from the date the entity receives the complaint or claim, in accordance with the provisions of the third section of the fifth final provision of Law 7/2017 on Alternative Dispute Resolution.
- Two months from the date of receipt by the entity for complaints and claims submitted by non-consumers in relation to matters outside the scope of the Payment Services Royal Decree-Law mentioned in the first section of this text.
Once you have filed a complaint with the Customer Service department, you can contact the complaint services of the relevant financial supervisors if you are not satisfied with the response or if more than one month has passed and you have not received a response. In the case of payment services, the waiting period for a response is 15 business days.
- Banco de España: Department of Corporate Conduct. How to file a complaint - Banking Customer, Banco de España (bde.es) or in writing to Banco de España – Department of Corporate Conduct.
C/Alcalá 48
28014 Madrid
- Spanish National Securities Market Commission: Department of Investors' Relations.
- Directorate General of Insurance and Pension Funds Claims Service of the Directorate General of Insurance and Pension Funds.
The Customer Service department must be contacted first before proceeding to file complaints and claims with the claims services of Banco de España, the Spanish National Securities Market Commission or the Directorate General for Insurance and Pension Funds.