CLAIMS AND ENQUIRIES

CaixaBank Payments & Consumer, E.F.C., S.A., Sociedad Unipersonal, has joined the Customer Service Department responsible for dealing with and resolving complaints and claims from its customers and companies of the "CaixaBank" Group that subscribe to this service.

Customers can submit complaints to the Customer Service Department through one of the following options:

• Using the form provided at CUSTOMER SERVICE > Contact us > Link form > Claims > Form.
• By sending a postal letter to: Calle Pintor Sorolla, 2-4, 46002, Valencia.
• By letter delivered to a Caixabank branch.
• By sending an email to servicio.cliente@caixabank.com.

The Customer Service Department typically resolves claims within one month (fifteen working days in the case of complaints related to payment services) in accordance with its operating regulations. In the event that the claimant does not agree with the resolution or should the aforementioned time period go by without a response, s/he can file the claim with the supervisory claims service.

Regulations
1. Rules governing customer protection of Caixabank, S.A.

Supervisory Claims Services

1. Banking services: claims can be addressed to the Bank of Spain Claims Service (c/ de Alcalá, 50, 28014, Madrid)

https://www.bde.es/wbe/es/para-ciudadano/gestiones/reclamaciones

2. Insurance and pension plans: claims can be directed to the Directorate-General for Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones, Paseo de la Castellana, 44, 28046, Madrid) (pdf)  
3. European Union Online Dispute Resolution Platform

Claims Services of Related Insurance Companies

1. SegurCaixa: click here 

2. VidaCaixa: click here 

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 +34 933 20 33 10 or 900 10 16 01. 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 conditions of contracting. Order EHA/1718/2010 of 11 June, on the regulation and control of banking products and services advertising.
• Act 22/2007 of 11 July, on distance marketing of financial services to consumers.
• 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.

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, regarding 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.

Insurance Brokerage:

• Act 26/2006 of 17 July, on Insurance Brokerage.

Payment Services:

• Royal Decree-Law 19/2018 of 23 November, on payment services and other urgent financial measures.
• Order EHA/1608/2010 of 14 June, regarding 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).

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 Care Services and Departments and the consumer ombudsman of financial entities.
• Order ECC/2502/2012 of 16 November, which governs the procedure for presenting claims to complaints services of the Bank of Spain, the CNMV (The Spanish National Stock Exchange commission) and the Directorate General of Insurance and Pensions.