How to make an enquiry

AREAS OF ENQUIRY
The Banco de España provides a helpline to answer questions about financial users´ rights regarding transparency and customer protection, as well as cash-related matters:
- Information on financial products:
  - Mortgage loans
  - Accounts, transfers, and direct debits
  - Cards
  - Personal loans
  - Bills of exchange
  - Guarantees
- Questions related to the claims procedure and the status of files processed or being processed.
- Queries related to cash (banknotes and coins): damaged banknotes, exchanging banknotes and coins for others of a different denomination, collector and commemorative coins, and cases involving counterfeit banknotes.
HOW TO SUBMIT YOUR ENQUIRY
- By telephone, calling 900 54 54 54 or 91 338 88 30
- Online, through the Banco de España’s electronic services website, which requires a valid digital certificate or authentication with @Clave.
- 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

Departmento de Conducta de Entidades

C/ Alcalá 48

28014 Madrid

IMPORTANT

This is not the correct channel for enquiries related to the Central Credit Register (CCR), public database management service, or to find out what accounts a person may have open at supervised institutions.
The maximum response time is one month from submission of the written enquiry.
Any natural or legal person may submit a enquiry.
Under no circumstances do queries resolve specific problems with a particular institution; for that, you must file a complaint.
The reply is for information purposes only and is not binding on the persons, activities, or situations covered by the enquiry.