In accordance with Law 44/2002 of 22 November, on Measures of Reform of the Financial System and with Order ECO/734/2004, of 11 March, on the Customer department or Customer service and the Consumer ombudsman of financial institutions, CECA takes the role of the Consumer ombudsman to attend to and resolve the claims or complaints presented by users of the financial services of the companies that have wanted to adhere to the regulations of the Consumer ombudsman.
They will be able to send their claim or complaint to:
Apartado de correos 050626 28080 Madrid
Fax. 91 596 54 55
As from 15 April 2017, the Consumer Ombudsman Service will cease its activities. Therefore, from this date forward, complaints and claims should be submitted to associated companies' Customer Services Departments.
Any complaints and claims received by the Consumer Ombudsman Service up to 14 April 2017 will be processed through the Consumer Ombudsman Service's usual channels.
Look up associated companies' Customer Services Departments' contact details at:
Please excuse any inconvenience.
The Consumer ombudsman will have a deadline of two months, starting from the presentation of the claim or complaint, to issue a statement. The claimant is able, starting from the completion of the above-mentioned time or in the event of disagreement with the resolution issued by the Consumer ombudsman, to refer to any of the Complaints services of the Banco de España, the National Stock Exchange Commission, or the Directorate-General for Insurance and Pension Funds:
Complaints Service of Banco de España
Calle Alcalá 50, 28014 Madrid.
Investor Service Office of the CNMV,
Calle Edison 4, 28006 Madrid
Claims Service of the Directorate-General for Insurance and Pension Funds,
Paseo de la Castellana no. 44, 28046 Madrid.
The Consumer ombudsman will attend exclusively to the claims or complaints presented by clients or users of the financial services of those companies that have adhered to its regulations.List of companies associated with the service