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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. The response from SAC will be sent to your usual communication channel and to the email address provided:
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
See Deadlines for replies (from receipt by the entity) Deadlines for replies (from receipt by the entity)
- 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on “Payment services and other urgent financial measures” (hereinafter, the Payment Services Royal Decree-Law), which repealed Law 16/2009, on Payment Services, and transposed European Directive (EU) 2015/2366 of the European Parliament and of the Council, commonly referred to as PSD2.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 mentioned in the first point of this article.
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]
If your claim is turned down by the Customer Service area, you can submit your complaints or claims to the Customer Ombudsman. This does not affect your right to contact the Claims Services listed below directly if you do not receive a reply within these deadlines:
- Banco de España: Institutions' Conduct Department. How to submit a complaint - Cliente Bancario, Banco de España (bde.es) or in writing to Banco de España Institutions' Conduct Department.
C/Alcalá 48
28014 Madrid
- National Securities Market Commission: investors department.
- Directorate-General of Insurance and Pension Funds claims service of the Directorate-General of Insurance and Pension Funds
The Customer Care Service or the Customer Ombudsman channels, if the latter is authorised, must be used first before proceeding to file complaints and claims with the claims services of the Bank of Spain, the National Securities Market Commission (CNMV) or the Directorate General for Insurance and Pension Funds.
Online alternative dispute resolution: a single point of access for consumers and businesses for out-of-court settlement of contractual disputes arising out of contracts of sale or the provision of services concluded online has been created, in accordance with EU Regulation No 524/2013 of 21 May 2013 on online dispute resolution for consumer disputes.