Services

The Banco de España Claims Service resolves the complaints and claims filed by users of institutions supervised by the Banco de España, which are related to their legally acknowledged interests and rights, and which result from presumed breaches by the institutions against which the claims are lodged, of the transparency and customer protection law or best financial practices and uses.

It also deals with enquiries that they may make about applicable legislation on matters of transparency and customer protection, as well as the legal channels for exercising their rights.

It works on the principle of a single service point with the claims services of the National Securities Market Commission (CNMV) and the Directorate General of Insurance and Pension Funds, forwarding the claims it receives that are not its direct responsibility to the appropriate institution.

In 2011 a total of 11,861 complaints, 2,983 online enquiries and 24,747 telephone enquiries were processed.

It is an independent service that operates on the principles of transparency, efficiency, legality, freedom and representation and the right to contest.

Before presenting a claim, the institution should have previously had the opportunity to resolve it and it is therefore essential to accredit that it has submitted to its Customer Care Department or Customer's Ombudsman.

The reports issued by the Claims Service are not binding on the parties.

The information on the institutions that receive claims (and on the institutions that may or may not resolve the matter in light of reports that do not uphold their position) can be found in our publications.