CaixaBank Payments & Consumer, E.F.C., S.A., Sole Shareholder Company, has joined the Customer Service Department responsible for handling and resolving complaints and claims from its customers and from the entities of the ”CaixaBank” Group that are affiliated to this service.
Customers may submit their complaints to the Customer Service Department through one of the following options:
The Customer Service Department has a maximum of one month to respond to complaints, and 15 working days in the case of payment services. If you do not agree with the response or do not receive one within that period, you may refer your complaint to the complaints services of the supervisory authorities.
Regulations
1. Customer Protection Regulations of Caixabank, S.A.
Supervisory Authorities’ Complaints Services
1. Banking services: complaints may be addressed to the Complaints Service of the Bank of Spain (c.de Alcalá, 50, 28014, Madrid)
https://www.bde.es/wbe/es/para-ciudadano/gestiones/reclamaciones/
2. . Insurance and Pension Plans: claims may be address to Dirección General de Seguros y Fondos de Pensiones (Pº de la Castellana, 44, 28046, Madrid) (pdf)
3. Online Dispute Resolution Platform of the European Union
Complaints services of related Insurance Companies
1. SegurCaixa: click here
2. VidaCaixa: click here
Consumer Information (Catalonia)
There is a consumer telephone enquiry service provided by the Generalitat de Catalunya through the number 012. Official complaint/report forms are available to customers. The entity provides a free customer service helpline through the numbers +34 933 20 33 10 and 900 10 16 01. Note also that, in accordance with Law 22/2010 of 20 July on the Consumer Code of Catalonia, consumers may request a form of the general terms and conditions of basic financial services contracts in which they may have an interest.
Consumer Information (Andalusia):
Consumers in Andalusia, pursuant to Decree 82/2022 of 17 May regulating the complaint and claims forms of consumers and users in the Autonomous Community of Andalusia, may submit a complaint or claim in paper or electronic format, in accordance with the model set out in Annex II of that regulation. Complaints may be submitted to the Customer Service Department at the postal address Calle Pintor Sorolla, 2-4, 46002, Valencia; by email at [email protected]; or at any CaixaBank branch.
Consumers may obtain the complaint and claims form through the relevant official website portal www.consumoresponde.es: Anexo I HQR Decreto 82-2022 (updated on 18-10-2022).pdf (consumoresponde.es)
General consumer protection regulations and contracting conditions:
- Royal Legislative Decree 1/2007 of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users and other complementary laws.
- Law 7/1998, of 13 April, on general terms and conditions of contracts. Order EHA/1718/2010, of 11 June, regulating and controlling the advertising of banking services and products.
- Law 22/2007, of 11 July, on the distance marketing of financial services intended for consumers.
- Law 7/2017, of 2 November, incorporating into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013, on alternative dispute resolution in consumer matters.
Consumer credit:
· Law 16/2011 of 24 June, on Consumer Credit Agreements.
General banking services regulations:
· Order EHA/2899/2011 of 28 October, from the Ministry of Economy and Finance, on transparency and protection of banking services customers.
- Circular 5/2012 of 27 June, from the Bank of Spain, addressed to credit institutions and payment service providers, on transparency of banking services and responsibility in granting loans.
- Order ECE/228/2019 of 28 February, on basic payment accounts, procedures for transferring payment accounts, and requirements for comparison websites.
Insurance Mediation:
· Law 26/2006 of 17 July, on Insurance Mediation.
Payment Services:
- Royal Decree-Law 19/2018 of 23 November, on payment services and other urgent measures in financial matters.
- Order EHA/1608/2010 of 14 June, on transparency of conditions and information requirements applicable to payment services.
- Regulation (EU) 260/2012 of the European Parliament and of the Council of 14 March, establishing technical and business requirements for credit transfers and direct debits in euros, amending Regulation (EC) 924/2009.
Customer Service:
- Law 44/2002 of 22 November, on measures to reform the financial system, as amended by Law 2/2011 of 4 March, on sustainable economy.
- Order ECO/734/2004 of 11 March, on customer service departments and the customer ombudsman of financial institutions.
- Order ECC/2502/2012 of 16 November, regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission, and the Directorate General of Insurance and Pension Funds.
