Bank customer enquiries

Queries or enquiries can be made about financial services and bank operations such as:

• Mortgage and personal loans.
• Guarantees and collateral.
• Current and savings accounts.
• Time deposits.
• Payment service instruments (cards, transfers, direct debit payments, etc.).
• Cash services.
• Negotiable instruments (cheques, bills, etc.).
• Probate services.
• How to file or check the status of a complaint with the Banco de España.
• Banknote and coin-related services offered by the Banco de España.

Under no circumstances may enquiries refer to a specific operation involving a particular entity, without prejudice to the possibility of submitting a complaint.

Replies are informative and are not binding for the persons, activities or scenarios envisaged in the enquiry.

• By telephone, calling 900 54 54 54 or 91 338 8830
• Online:
  
  1. Through the Banco de España’s Virtual Office (in Spanish), for which you will need to have a valid digital certificate or provide accreditation using @Clave.
  2. By filling out the contact form.
• In person, through the General Register of the Banco de España in Madrid or the branch offices, between 8:30 and 14:00.
• By post, addressed to:
  Banco de España
  Departamento de Conducta de Entidades
  c/ Alcalá, 48
  28014 Madrid

• Your full name or company name, ID card number or tax ID number and, in the case of written enquiries, your address for communication purposes.
• Background information and circumstances.
• Doubts raised by the applicable regulation.
• Any other details or elements that may facilitate the enquiry process.
• The parties’ signature, indicating the place and date (in the case of written enquiries).

The deadline for responding is generally one month after submission of the written enquiry.

A delay in the response does not imply acceptance of the terms expressed by users in the enquiry.