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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.

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:

If you are a Bankinter customer, please use the forms below:

Send complaint to Customer Service Area (SAC)
Send financial claim to 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).

In writing
To the following address:
Customer service department
C/ Pico de San Pedro 1, 28760 Tres Cantos, Madrid.

By email
[email protected]

See Reply period Reply period

  • Fifteen business days from receipt by the Customer Service area for claims submitted by consumers and non-consumers in relation to matters within the scope of Royal Decree-Law 19/2018 of 23 November, on “Payment services and other urgent financial measures” (hereinafter, the Payment Services Royal Decree-Law), which repealed Law 16/2009, on Payment Services, and transposed European Directive (EU) 2015/2366 of the European Parliament and of the Council, commonly referred to as PSD2.
  • One month from the date of receipt by the Customer Service area for complaints or claims submitted by customers in relation to matters outside the scope of the Payment Services Royal Decree-Law, in accordance with section three of the fifth final provision of Law 7/2017, on Alternative Conflict Resolution.
  • Two months from the date of receipt by the Customer Service area for complaints and claims submitted by non-customers in relation to matters outside the scope of the Payment Services Royal Decree-Law.

You can also contact the customer ombudsman
José Luis Gómez-Dégano y Ceballos-Zúñiga
C/ Raimundo Fernández Villaverde 61-8º Dcha.
28003 Madrid.
Tel.: 91 429 56 61
E-mail: [email protected]

Customers whose complaints and claims are not accepted by the Customer Service area can submit their complaint or claim to the Customer Ombudsman for consideration. This option is without prejudice to the possibility of contacting the Complaints Services of supervisory bodies directly, as detailed below.

To file a complaint or claim with Banco de España, the Spanish National Securities Market Commission (CNMV) or the Directorate General for Insurance and Pension Funds, you must first use the Customer Service area or, if enabled, the Customer Ombudsman channel.

Online alternative dispute resolution: as provided for under EU Regulation No 524/2013 of 21 May 2013 on the online settlement of consumer disputes, 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 has been created