Complaints Service of the Bank of Spain

If the customer ombudsman of your institution does not agree with you or does not resolve your complaint within two months, you can contact the Complaints Service of the Bank of Spain.

If the Bank of Spain's report is favorable to you, it is likely that the institution will correct its initial position (although it is not mandatory). And if it does not, you will have a favorable opinion that will be strong evidence if you finally decide to sue the bank in court.

Procedure

In order for the Complaints Service of the Bank of Spain to process the complaint, it is essential that you have previously filed a written complaint with the customer service or customer ombudsman of the institution itself. Likewise, it is necessary to prove that two months have passed since the complaint was filed without being resolved (or that the complaint has been denied). Therefore, it is important to request a receipt for the complaint submitted to customer service.

Upon receiving the complaint, the Complaints Service opens a file and finally issues the corresponding report. If this report is unfavorable to the financial institution, it must inform, within one month, whether it has voluntarily rectified the situation.

However, if the Complaints Service of the Bank of Spain dismisses your complaint, your only option will be to go to court. In this case – and it is a problem that affects many people – one option is to file a claim through a consumer association, as they file what is known as a "collective lawsuit" (such as those filed against the "floor clauses" of some mortgages).

Filing the complaint

The complaint to the Bank of Spain can be filed in two ways:

• Online. To do this, access the Bank of Spain's Virtual Office through the following website: https://sedeelectronica.bde.es .
• In writing. Likewise, the complaint form can also be submitted in writing at the General Registry of the Bank of Spain or at its branches. Or sent by postal mail to the Bank of Spain.