Submit a complaint
By form
If you are a customer of Bankinter, please use the forms below:
Send a complaint to the Customer Service area (SAC)
Send a financial claim to the Customer Service area (SAC)
If you aren't a customer of Bankinter:
Send complaint or financial claim to the Customer Service Area (SAC)By letter
To the following address:
Customer service department
C/ Pico de San Pedro 1, 28760 Tres Cantos, Madrid.
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 email
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on “Payment services and other urgent financial measures” (hereinafter, the Payment Services Royal Decree-Law), which repealed Law 16/2009, on Payment Services, and transposed European Directive (EU) 2015/2366 of the European Parliament and of the Council, commonly referred to as PSD2.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.
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.