First step: Customer Ombudsman

Financial institutions must have a "Customer Service" and, where appropriate, may have a "Customer Ombudsman" to address customer complaints. Thus, if the situation is not resolved after complaining to the branch manager, you can send a written complaint to this service, which must provide you with a response within two months.

You can complain about any action by your bank that harms you (delays or lack of attention, charging of fees or interest not included in the contract, lack of information when contracting products, sale of products not requested by you, etc.).

You can find the addresses of the customer service departments of each institution (as well as the regulations of these services) on the website of the Bank of Spain ( www. bde. es ), under the "Banking Customer Portal"; "Complaints and Claims" section.

If the Customer Service denies your claim (or does not respond within two months), you must contact the Bank of Spain Service if your claim is related to a banking product (current accounts, deposits, loans, mortgages, etc.).

For other claims, please note:

• If your claim is related to an investment product or service (stocks, bonds, investment funds, etc.), you must contact the National Securities Market Commission.
• And the Directorate General of Insurance for claims regarding insurance or pension plans.

Claim

Submit the claim in writing to the Customer Service or Customer Ombudsman of your institution, stating the following information:

• Personal information (name, address, ID number, etc.).
• Reason for the complaint and amount claimed (attaching the documentation on which your complaint is based).
• Branch or department where the events that led to your claim occurred.