How to submit a complaint

  • STEP 1

    Complain to your bank

    MANDATORY REQUIREMENT

    • Submit a written complaint to your bank's Customer Service Department or OmbudsmanAbre en nueva ventana.
    • If you do not agree with their decision or do not receive a reply within a month (consumers) or two months (business customers), you may make a complaint to the Banco de España.
  • STEP 2

    Submit the complaint to the Banco de España

    Banco de España

    Market Conduct and Claims Department

    C/ Alcalá 48

    28014 Madrid

IMPORTANT

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.