Complaints and Customer Service
Serrano Street, 59
28006 - Madrid
Email: atencion-al-cliente@bankofafrica-europe.com
Complaints/Incidents helpline: 91 575 68 00
Fax: 91 576 82 94
You can submit your complaints in writing according to the Bank of Africa Europe Customer Service and Ombudsman REGULATION
After lodging a complaint with the Complaints and Customer Service Department, the Customer can contact the Bank of Spain's Complaints Department if the response is unsatisfactory or if there is no response within the following timeframes:
- Complaints or claims filed by consumers or non-consumers related to matters within the scope of payment services generally must be resolved within 15 working days from the receipt of the claim;
- Complaints or claims filed by consumers concerning matters outside the scope of payment services should be resolved as quickly as possible, and in any event, within a maximum of one month from the date of submission; or
- Complaints or claims lodged by non-consumers concerning matters outside the scope of payment services must be resolved within a maximum of two months from the date the complaint was lodged.
Bank of Spain Claims Service
Alcalá Street 48, 28014 Madrid
https://sedeelectronica.bde.es/sede/es/menu/ciudadanos/Reclamaciones___2e85b7714582d21.html
Before accessing these services, regulations require that the customer provides proof of having first contacted the Complaints and Customer Service Department or the Customer Ombudsman's Office.
In accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution in consumer matters, here is a link to the online dispute resolution platform established by the European Commission. Consumers can use this platform to resolve any discrepancies or disputes related to online services: http://ec.europa.eu/odr
Key regulations, organised by subject, governing the transparency of banking operations and customer protection applicable to the services and products offered by Bank of Africa Europe S.A.U.
Customer services and consumer ombudsman:
- Act 44/2002, of 22 November, on measures to reform the financial system, as amended by Act 2/2011, of 4 March, on the sustainable economy
- Order ECO/734/2004 of 11 March (published in the Official State Gazette on 24 March), regarding Customer Service Departments and Services and the customer ombudsman for 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 (The Spanish National Stock Exchange commission) and the Directorate General of Insurance and Pensions
Transparency of operations and customer protection and other customer protection regulations:
- Order EHA/2899/2011 of 28 October from the Ministry of Economy and Finance (published in the Official State Gazette on 29 October), concerning transparency and customer protection in banking services
- Act 22/2007 of 11 July, on the distance marketing of financial services to consumers
- 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 7/2017 of 2 November, which incorporates into Spanish law Directive 2013/11/EU of 21 May 2013, relating to alternative dispute resolution in consumer matters
- General contracting conditions:
- Act 7/1998 of 13 April, on general conditions of contracting
- Order EHA/1718/2010 of 11 June from the Ministry of Economy and Finance (published in the Official State Gazette on 29 June), on the regulation and control of advertising for banking services and products, developed by Bank of Spain Circular 6/2010 of 28 September (published in the Official State Gazette on 11 October), for credit and payment institutions regarding banking services and product advertising. Order EHA/1717/2010 of 11 June from the Ministry of Economy and Finance (published in the Official State Gazette on 29 June), on the regulation and control of advertising for investment services and products
- Decree 123/2008 of 1 July from the Department of Industry, Trade and Tourism, and the Department of Culture of the Basque Country (published in the Official Gazette of the Basque Country on 16 July), concerning the linguistic rights of consumers and users
- Act 22/2010 of 20 July, from the Parliament of Catalonia (published in the Official Gazette of the Government of Catalonia on 23 July), concerning the Consumer Code of Catalonia
- Royal Decree-Law 16/2011 of 14 October (published in the Official State Gazette on 15 October), which establishes the Deposit Guarantee Fund for Credit Institutions, and Royal Decree 628/2010 of 14 May from the Ministry of Economy and Finance (published in the Official State Gazette on 3 June), which amends Royal Decree 2606/1996 of 20 December (published in the Official State Gazette on 21 December), regarding deposit guarantee funds in credit institutions, and Royal Decree 948/2001 of 3 August (published in the Official State Gazette on 4 August), concerning investor compensation schemes
- Bank of Spain Circular 5/2012 of 27 June (published in the Official State Gazette on 6 July), addressed to credit institutions and payment service providers, regarding the transparency of banking services and the responsibility in the granting of loans
Payment Services:
- Directive 2007/64/EC of the European Parliament and of the Council of 13 November, on payment services in the internal market, which amends Directives 97/7/EC, 2002/65/EC, 2005/60/EC, and 2006/48/EC, and repeals Directive 97/5/EC
- Act 16/2009 of 13 November (published in the Official State Gazette on 14 November), on Payment Services, implemented by Order EHA/1608/2010 of 14 June from the Ministry of Economy and Finance (published in the Official State Gazette on 18 June)
- 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 euro, and amends Regulation (EC) 924/2009)
- Sustainable Economy Act 2/2011 of 4 March
- Royal Decree-Law 19/2018 of 23 November, concerning payment services and other urgent financial measures
List of Autonomous Communities that require Credit Institutions that have Offices located in them to have COMPLAINT FORMS available to consumers and users.
