You are a banking customer in Spain, but you’re a non-resident.
In such case, if the credit institution requires our presence in order to solve an issue or to carry out any management procedure, would we need to go in person?
As an example, imagine the credit institution needs to update your data to comply with regulations on money laundering, and therefore requires your presence.
Such regulations effectively establish that credit institutions must request from their customers documentary evidence of their identity and activity, but does not specify how these documents should be gathered. Therefore, in those cases where it’s impossible for the customer to hand in those documents in person, the credit institution must offer an alternative way to deliver them, and not doing so would be considered against best banking practices.
Another example: you want to cancel an account you no longer use, which remained open because you thought cancelling it wasn’t necessary, and now it’s overdrawn.
To cancel your account when you live abroad, unless established otherwise on the contract, the credit institution must provide an alternative way of doing it such as, a written request with the original signature of all the account holders sent to the branch where the account was opened either by registered post with acknowledgement of receipt or by registered fax service.
In any case, if the credit institution persists in refusing to provide an alternative, you may file a claim.