If you have a complaint about our service or want to submit a financial claim under the terms and conditions of the regulation, there are several ways you can do this:
Over the phone:
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).
To the following address:
Customer Service Area
14 Avda. de Bruselas, 28108 Alcobendas, Madrid.
Send complaint to Customer Service Area (SAC)
Send financial claim to Customer Service Area (SAC)
If you are not satisfied with the resolution, or if no resolution is issued within a period of two months, you may contact the complaints or claims departments of the following institutions:
- Bank of Spain: Market Conduct and Claims Department.
- National Securities Market Commission (CNMV): investors department.
- Directorate-General of Insurance and Pension Funds Complaints Department
Online alternative dispute resolution: Pursuant to EU Regulation No 524/2013 of 21 May 2013 on the online settlement of consumer disputes, the Bank has created a single point of access for consumers and businesses for the out-of-court settlement of contractual disputes arising out of contracts of sale or the provision of services concluded online.