Notices and charges

See Banking transparency and customer protection Banking transparency and customer protection

Prevailing legislation

The transactions carried out by this bank are subject to the following provisions on transparency and customer protection:

  • Rule 8 of Bank of Spain Circular 8/1990, of 7 September (Official State Gazette of 20 September 1990), for the sole purpose of calculating the weighted average interest rates on transactions with the resident private sector in Spain denominated in euros.
  • Royal Decree 2606/1996, of 20 December, on the deposit guarantee funds of banks (Official State Gazette of 21 December 1996).
  • Legislative Royal Decree 1/2007, of 16 November, approving the amended text of the General Consumer and User Protection Act and other complementary laws (Official State Gazette of 30 November 2007).
  • Law 2/2009, of 31 March, regulating the contracting of loans or mortgage loans and brokerage services and the contracting of loan or credit agreements with consumers (Official State Gazette of 1 April 2009).
  • Order EHA/1608/2010, of 14 June, on the transparency of terms and conditions and information requirements for payment services (Official State Gazette of 18 June 2010).
  • Order EHA/1665/2010, of 11 June, implementing articles 71 and 76 of Royal Decree 217/2008, of 15 February, on the legal framework for investment services companies and other entities that provide investment services, in relation to prices and standard contracts (Official State Gazette of 23 June 2010).
  • Bank of Spain Circular 6/2010, of 28 September, to banks and payment entities, on the advertising of banking services and products (Official State Gazette of 11 October 2010).
  • CNMV Circular 7/2011, of 12 December (Official State Gazette of 24 December 2011).
  • Law 16/2011, of 24 June, on consumer credit agreements (Official State Gazette of 25 June 2011).
  • Order EHA/2899/2011, of 28 October, on transparency and the protection of customers of banking services (Official State Gazette of 29 October 2011).
  • Royal Decree-Law 6/2012, of 9 March, on urgent measures for the protection of mortgage debtors without resources (Official State Gazette of 10 March 2012).
  • Bank of Spain Circular 5/2012, of 27 June, to banks and payment service providers, on the transparency of banking services and liability in the granting of loans (Official State Gazette of 6 July 2012).
  • Order ECC/2316/2015 of 4 November, relating to information obligations and the classification of financial products (Official State Gazette of 5 November 2015).
  • Law 3/2016 of 9 June, on the protection of the rights of consumers and users in the contracting of loans and mortgages (Official Gazette of the Autonomous Community of Andalusia of 16 June 2016).
  • Royal Decree Law 19/2017, of 24 November, on basic payment accounts, the transfer of payment accounts and the comparability of fees (Official State Gazette of 25 November 2017).
  • Delegated Regulation (EU) 2018/32 of the Commission of 28 September 2017, complementing Directive 2014/92/EU of the European Parliament.
  • Delegated Regulation (EU) 2018/33 of the Commission of 28 September 2017, complementing Directive 2014/92/EU of the European Parliament.
  • Delegated Regulation (EU) 2018/34 of the Commission of 28 September 2017, complementing Directive 2014/92/EU of the European Parliament.
  • Royal Decree Law 19/2018, of 23 November, on payment services (Official State Gazette of 24 November 2018).
  • Order ECE 228/2019, of 28 February 28, on basic payment accounts, procedures for the transfer of payment accounts and requirements for comparison websites (Official State Gazette of 5 March 2019).
  • Law 5/2019 of 15 March, regulating real estate credit agreements (Official State Gazette of 16 March 2019).
  • Royal Decree 164/2019, of 22 March, establishing a free regime of basic payment accounts for the benefit of people in vulnerable situations or at risk of financial exclusion (Official State Gazette of 3 April 2019).
  • Bank of Spain Circular 2/2019, of 29 March, on requirements for Information documents and statements and comparison websites for payment accounts, and amending Bank of Spain Circular 5/2012, of 27 June, (Official State Gazette of 4 April 2019).
  • Royal Decree 309/2019, of 26 April, partially implementing Law 5/2019 (Official State Gazette of 29 April 2019).
  • Order ECE 482/2019, of 26 April, modifying Order EHA 1718/2010 and Order 2899/2011 (Official State Gazette of 29 April 2019).

Information for our customers

The following information will be available to the public at all times at all of our branches and on our website and will be sent to any customers who request it:

  • Interest rates and fees applicable to tacit overdrafts in current accounts and tacit overdrawing on credit accounts.
  • Quarterly information on the fees and interest rates usually applied to general banking services provided to customers.
  • Exchange rates and minimum purchase and maximum sales amounts, applied when the amount does not exceed €3,000, for the following:
    • Currency exchange: buying and selling currencies against the euro, over the counter or through foreign currency transfer orders.
    • Exchange of cash: purchase and sale of foreign currency against the euro.
  • Rates for the most common transactions determined by the CNMV.
  • Prospectuses for issuances and OPVs in which Bankinter is responsible for the placement or the financial service.
  • Prospectuses for the collective investment institutions marketed by the Bank.
  • Examples of standard contracts for the following:
    • Portfolio management
    • Securities deposits.

Customer Service Area

Bankinter has a Customer Service Area and a Customer and Investor Ombudsman. Bankinter provides the following channels to ensure the protection of its customers and users, and to help them deal with any issues that arise:

  • Bankinter Telephone Banking
  • The Customer Service Area:
    C/Avda. Brussels 14, Arroyo de la Vega, 28108, Alcobendas, Madrid
    Phone: 900 802 081 - Fax: 91 / 623 44 21
  • You can also contact:
    The Customer and Investor Ombudsman
    José Luis Gómez-Dégano y Ceballos-Zúñiga
    C/Raimundo Fernández Villaverde 61, 8-dcha.
    28003, MADRID
    Phone: 91 429 56 61 - Fax 91 429 2319
  • If you are unhappy with the results, you can submit the issue to the Complaints Service of the Bank of Spain or, for investment services, the CNMV, in accordance with rule five of Circular 7/2013 of 25 September, by completing the following CNMV complaint form.

See Binding offers of consumer credit transactions and mortgages Binding offers of consumer credit transactions and mortgages

You are hereby informed of your right to request binding offers on transactions which are of interest to you and to which Act 16/2011 of 24 June on consumer credit agreements, Act 2/94 on subrogation and modification of mortgage loans and Act 5/2019 of 15 March regulating real estate credit agreements, is applicable.

The binding offer shall be free of charge and shall have the validity set forth in each of the provisions referred to above. During this period, the Entity undertakes to fulfil the economic conditions offered, except for exceptional causes for which the Entity is not responsible.

See Fees and interest rates Fees and interest rates

The bank provides this guide for your information and in compliance with prevailing legislation:

QUARTERLY INFORMATION ON FEES AND INTEREST RATES - PDF (1.4 MB)

Usually applied to normal banking services provided to customers (Annexe 1 of Bank of Spain Circular 5/2012, of 27 June, to financial institutions and payment service providers, on transparency of banking services and responsibility in the granting of loans).

See Interest rates statements Interest rates statements

Bankinter attaches great importance to the quality of service provided to its customers.

Here are our interest rate statements:

ARREARS INTEREST RATE IN CREDIT CARD STATEMENT - PDF (17KB)

INTEREST RATES AND FEES - PDF (873 KB)

Interest rates and fees published for tacit overdrafts on current accounts and on credit accounts (Annexe 2 of Bank of Spain Circular 5/2012, of 27 June, to credit institutions and payment service providers, on transparency of banking services and responsibility in granting loans).

See Stock market fees Stock market fees

The bank provides this guide for your information and in compliance with prevailing legislation:

MAXIMUM FEES FOR SECURITIES MARKET TRANSACTIONS AND SERVICES - PDF (62KB)

See Interchange fees and merchant services charges Interchange fees and merchant services charges

As provided for under prevailing laws, we provide you with quarterly information on discount and exchange rates (Annex to Bank of Spain Circular 1/2015, of 24 March, to payment service providers, on information on discount and exchange rates).

QUARTERLY DISCOUNT RATE INFORMATION 03/2018 - PDF (23KB)

QUARTERLY EXCHANGE RATES INFORMATION 03/2018 - PDF (19KB)

See Information for depositors Information for depositors

The bank provides this guide for your information and in compliance with prevailing legislation:

 DEPOSITOR FACTSHEET - PDF (74KB)

Annexe introduced by paragraph 17 of the first final provision of R.D. 1012/2015, of 6 November, implementing Law 11/2015, of 18 June, on the recovery and resolution of credit institutions and investment services companies, and amending Royal Decree 2606/1996 of 20 December on deposit guarantee funds for credit institutions.

CODE OF GOOD PRACTICE INFORMATION DOCUMENT - PDF (378KB)

MORTGAGE LOAN ACCESS GUIDE - PDF (536KB)

 

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