Do you know who is responsible for resolving your complaint?

Depending on the problem you have with a financial institution or a particular product, the supervisory authority in charge of resolving your complaint in Spain will be one of the following:

  • the Banco de España
  • the National Securities Market Commission (CNMV) or
  • the Directorate General of Insurance and Pension Funds.

If your complaint is related to a payment account, a mortgage, a personal loan, a card or other banking operations, the competent authority is the Banco de España.

If your complaint has to do with problems relating to the management of securities, associated accounts, investment companies or funds or other activities linked to securities markets, it will be handled by the National Securities Market Commission’s complaints service.

Lastly, if your complaint is regarding the marketing or management of insurance or pension funds, it is the responsibility of the Directorate General of Insurance and Pension Funds.

Do not forget that, even though the one-stop-shop principle applies within general government and we would send the complaint to the competent body, you will save time if you file your complaint in the right place.


If you have any doubts about which authority is responsible for settling your complaint, you can always ask us.

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