Claims

Customer Service

CaixaBank has a Customer Service Department in charge of responding to and resolving complaints and claims from its customers and customers of companies in the CaixaBank Group associated with this service.

Customer Service will issue you an acknowledgment of receipt of your complaint with an identification code within days following the date of receipt.

According to its operating regulations, Customer Service has a maximum of 1 month in general, and 15 business days in the case of claims involving payment services, to settle claims. If the claimant does not agree with the resolution, or should the aforementioned time period go by without a response, they can submit the complaint to the supervisory claims service.

Customers can submit other types of requests, such as queries or suggestions, through Customer Service

Complaints made by participants and beneficiaries of individual pension plans must be lodged with the Participants' Ombudsman. Similarly, ordinary members and beneficiaries of individual EPSV's must lodge complaints or claims with the Associates' Ombudsman. For both bodies, the postal address is c/ Julián Camarillo, 29, Ed. 2, 4.ª pl. izqda. (28037 Madrid) and the email address is reclamaciones@da-defensor.org. For more information, see the "Complaints" section of the VidaCaixa website www.vidacaixa.es.

Regulations

1. CaixaBank's Customer Protection Regulation (PDF)

Supervisory complaints services

1 Banking services: complaints can be addressed to Servicio de Reclamaciones del Banco de España (c/ de Alcalá, 48, 28014 Madrid) (PDF) http://www.bde.es

2. Investment services and the securities market: complaints can be addressed to the Comisión Nacional del Mercado de Valores (C/Edison, 4, 28006 Madrid)

2.1 Individual claim form (PDF)

2.2 Collective claim form (PDF)

3. Insurance and pension plans: complaints can be directed to Dirección General de Seguros y Fondos de Pensiones (Plaza de la Castellana, 44, 28046, Madrid) (PDF)

European Union Online Dispute Resolution Platform

Consumer dispute resolution in the EU

Consumer information (Catalonia)

There is also a consumer telephone advice service, provided by the Government of Catalonia, which can be called on 012. There are official claims/report forms available to customers. The bank has a free customer service helpline available by calling +34 938 87 25 25 or 900 40 40 90. Furthermore, in accordance with the provisions of Act 22/2010, of 20 July, on the Consumer Code of Catalonia, consumers can request a template of the terms and conditions of basic financial service contracts that may be of interest.

Consumer information (Andalusia)

Consumers in Andalusia, in application of Decree 82/2022 of 17 May, regulating the complaint and claim sheets of consumers and users in the Autonomous Community of Andalusia, may file a complaint or claim on paper or in electronic format, using the form provided in Annex II of said decree. Complaints may be filed with Customer Service by post to Calle Pintor Sorolla, 2-4, 46002, Valencia, at the email address servicio.cliente@caixabank.com, or at any CaixaBank branch.

Consumers can obtain the complaint and claim sheet through the website www.consumoresponde.es: Annex I HQR Decree 82-2022 (updated on 18-10-2022). PDF (consumoresponde.es)

General regulations on consumer protection and contract conditions

• Legislative Royal Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Protection of Consumers and Users, as well as supplementary laws.
• Act 7/1998, of 13 April, on General Contracting Conditions.
• The Law 7/2017 of 2 November, which incorporates into Spanish law the Directive 2013/11/UE of the European Parliament and Council, of 21 May 2013, concerning the alternative resolution of consumer disputes.

Mortgages:

• Act 2/1994 of 30 March, on the subrogation and modifications of mortgages.
• Royal Decree-Act 6/2012 of 9 March, on urgent measures for protecting mortgage debtors without adequate resources.
• Act 1/2013 of 14 May, regarding measures to strengthen the protection of mortgage debtors, debt restructuring and social renting.
• Act 3/2016 of 9 June, protecting the rights of consumers and users taking out mortgage loans and credits.
• Act 5/2019 of 15 March, regulating real estate loan contracts.

Consumer credit:

• Act 16/2011, of 24 June, on Consumer Credit Contracts.

General regulations on banking services

• Order EHA/2899/2011 of 28 October of the Ministry of the Economy and the Treasury, on transparency regarding customer protection with banking services.
• Circular 5/2012 of 27 June of the Bank of Spain, on credit institutions and payment service providers, regarding the transparency of banking services and responsibility when granting loans.
• Order ECE/228/2019 of 28 February, on basic payment accounts, the process of switching payment accounts, and requirements affecting price comparison websites.

Payment services

• Royal Decree-Act 19/2018 of 23 November, on payment services and other urgent financial measures.
• Order EHA/1608/2010 of 14 June, on the transparency of conditions and requirements of information applicable to payment services.
• Regulation (EU) 260/2012 of the European Parliament and Council, of 14 March, which establishes technical and business requirements for transfers and direct debits transactions made in euros, and amends Regulation (EC) 924/2009).

Investment services

• Legislative Royal Decree 4/2015, of 23 October, approving the revised text of the Securities Market Act.
• Royal Decree 217/2008 of 15 February of the Ministry of the Economy and the Treasury, on the legal regime for investment services companies and other companies that provide investment services, and partially modifying the Regulation of Circular 7/2011 of 12 December of the National Securities Market Commission, on the informative brochure of rates and standard contracts.
• Order ECC/2316/2015 of 4 November, on information and financial product classification obligations.

Customer Service 

• Act 44/2002 of 22 November, on measures for reforming the financial system, amended by Act 2/2011 of 4 March, on sustainable economy.
• Order ECHO/734/2004 of 11 March, on customer services and departments, and the customer ombudsman in financial institutions.
• Order ECC/2502/2012 of 16 November, which governs the procedure for presenting claims to complaints services of the Bank of Spain, the CNMV (National Securities Market Commission) and the Directorate General of Insurance and Pensions.

As part of its commitments to good governance and transparency, the Customer Service Department of CaixaBank reports directly to the Board of Directors on the conduct of its activity. During the first quarter of each year, the Service submits to said body a comprehensive and fully structured annual report on the preceding year, which provides a complete overview of the claims handled, including their number, acceptance for processing, reasons given and amounts affected.

This annual report also includes an analysis of the rationale behind the decisions taken, the general criteria applied to resolve them, and the main recommendations resulting from the Service's handling of complaints, which helps achieve the purposes that guide its actions. The main volume and timeframe indicators in this report are integrated into CaixaBank's annual report, thereby reinforcing accountability and transparency in the handling of customer complaints.