Services

Market conduct and claims

The Market Conduct and Claims Department does the work of the Claims Service and incorporates expertise on matters concerning market conduct, transparency of information, good practices, information to consumers, financial education and conflict resolution.

Financial education

In this field, and in collaboration with the CNMV, the Financial Education Plan is being developed which aims to improve practical knowledge about the population's finances, so the public are able to face up to their financial decisions with better understanding and therefore reinforce the sustainability of the financial system.

Finance For All WebsiteOpens in a new window

Enquiries

Deals with queries from financial users on the regulations applying to transparency and protection of customers, as well as the existing legal channels to exercise their rights.

Claims and complaints

Resolves claims and complaints made by users of the entities supervised by the Banco de España with the aim of securing their interests and legally recognised rights, as a consequence of alleged non-compliances by the entities against which the claims are made, of the regulations on transparency and protection of customers or of good financial practices and uses.

Claims will not be allowed which:

  • Have not been previously submitted to the customer service department or customer ombudsman of the entityOpens in a new window.
  • Seek to make a statement about the abusive nature of a certain contractual clause.
  • Spark controversy on the financial assessment of damages that may eventually have been caused to financial users.
  • Do not refer to specific transactions. It is not up to this Department to carry out a full audit of all the movements entered on the customers' accounts which are shown in regular statements or settlement documents issued by the entities.

Their action is concluded with a reasoned report which has no binding authority for any of the parties.

Procedures

In the Bank Customers' PortalOpens in a new window details are provided of the procedures to follow when submitting queries, complaints or claims; as well as other aspects which seek to help to improve customer knowledge about provisions which affect them; nevertheless, the procedures can be accessed directly via the following link:

Presentation of claims, complaints and queriesOpens in a new window

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Market Conduct and Claims Department

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