Do you need to ask your bank for a copy of your contracts or other documents?

30/12/2021

When you have a problem or a question about one of your banking products, the first thing you should do is consult the contract, the statements or any other document that might help you solve it. But often you either don't have the documents or you can't find them. You then decide to ask your bank for a copy.

Well, when you ask your bank for documentation on a certain banking product, you should do so through the channels that the bank has established for this purpose. Normally the branch itself, the bank's website or a specific e-mail address will be the channels through which the bank can provide you with the information or documentation requested.

Therefore, it is a good idea not to make this request directly to the Customer Service Department (CSD), as it might first require you to go to the branch or use the specific channel set up for this purpose. The bank should be able to provide you with this information within a reasonable period of time. Only when the request for documentation is unsuccessful for reasons attributable to the bank should you submit a claim with the CSD. In this claim, you should state that you have previously tried to obtain the documentation from the branch or through authorised channel, without success.