The Institutions’ Conduct 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.
Banco de España is responsible for the accreditation of entities or companies which certify that the employees of financial institutions who market, design or advise individuals on mortgage loans affecting residential properties possess the required expertise and skills, in accordance with Ley 5/2019, de 15 de marzo, reguladora de los contratos de crédito inmobiliario.
To be accredited and recognised as such by Banco de España, these companies or entities must meet a set of requirements set forth in Order ECE/482/2019, de 26 de abril
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.
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.
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:
Their action is concluded with a reasoned report which has no binding authority for any of the parties.
In the Portal del Cliente Bancario 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:
If you would like to find out more about the network created by the European Commission, which groups the national organisations of the different member states responsible for resolving the claims of financial service clients through the courts, you may consult the following links:
C/ Alcalá, 48
28014 Madrid