How to submit a complaint

  • STEP 1

    Complain to your bank


    • Submit a written complaint to your bank's Customer Service Department or OmbudsmanAbre en nueva ventana.
    • If you do not agree with the decision or receive no reply as a consumer within one month - 15 working days in the case of payment services, whether as a consumer or firm -  or two months,  if you are not a consumer, you can approach the Banco de España.
  • STEP 2

    Submit the complaint to the Banco de España


    Banco de España

    Institutions´ Conduct Department

    C/ Alcalá 48

    28014 Madrid


Please prepare the documentation required by the Banco de España

  • As the interested party, you need to provide proof of identify (name and surname or company name, address – for notification purposes-, Spanish ID number, foreign national identification number (NIE) or passport number and evidence that you are a legal representative, should this be the case).
  • You need to specify the bank or banks about which you are making the complaint and the branches involved.
  • You must prove that you have first complained to the bank´s Customer Service Department or OmbudsmanAbre en nueva ventana.
  • Please sign your complaint stating the place and date.
  • Please do not forget to attach a photocopy of all the documentation supporting your complaint.
  • Your claim will not be admitted if more than 5 years have passed since the time of the events without you having lodged a claim or complaint to your bank.