Services

How and where can a claim be filed?

A claim against an entity may be filed in two ways:

1. By online means.
   To do this, the claimant must be in possession of an electronic DNI (national identity card) or other electronic signature system recognised by the Banco de España, in accordance with Article 15.2 of Law 11/2007.
   • Presentación telemática de consultas, reclamaciones y quejas
2. In writing.
   This must be done using the official form and indicating the following minimum information:
   • Identification of the claimant (name and surname(s) or company name, address for notification purposes, DNI and authorisation for another person to represent the claimant, where relevant).
   • The entity or entities against which the claim is being made and the offices involved.
   • Specific reason for the complaint or claim.
   • Proof of having previously gone through the correct procedures with the customer service department or ombudsman of the entity in question.
   • Location, date and original signature.
   • A photocopy of documentation substantiating the issues relating to the claim must be enclosed.
   • The claim may be presented directly to the General Registry of the Banco de España or any of its branch offices, or sent by post to the Claims Service.
     • Modelo oficial de reclamación  (143 KB)