To register a complaint against a bank or other financial entity in Spain, the process is as follows:
Step 1
The first thing you must do is to register a written
complaint with the customer service department (servicio al
cliente) of the institution in question. Be sure that you leave
one copy with the company and have another stamped with the date
received. In the case that your complaint is not resolved to your
satisfaction, you will need this documentation later.
Step 2
Before you can proceed any further two months must
pass either without a response to your complaint, or without a satisfactory
response.
Step 3
At this point, you can submit your complaint, and
all the documentation surrounding it, to the Banco de Espaņa. This
entity's decisions are not legally binding, however, banks usually
adhere to its rulings as they are well aware that the Banco de Espaņa
is highly regarded in a court of law.
Spanish financial consumer associations are also available to help resolve difficulties between clients and service providers. There is also a special commission in Gibraltar that can advise regarding offshore concerns.
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