Consumer ombudsman

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

E-mail:
defensordelcliente@ceca.es

NOTICE

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.

CECA's Consumer Ombudsman

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.

Consumer ombudsman claim form in pdf

Warning

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

Banking services

  • Bank of Spain Circular 5/2012, of 27 June (B.O.E. 06/07/12), to credit granting entities and payment service suppliers, on transparency of banking services and responsibility of granting loans.
  • Royal Decree-Law 6/2012, of 9 March, (B.O.E. 10/03/12), on urgent protection measures of mortgage borrowers without resources.
  • Ministerial Order EHA/2899/2011, of 28 October (B.O.E. 29/10/11), on transparency and protection of banking services customers.
  • Law 16/2011, of 24 June, (B.O.E. 25/06/11), on consumer credit contracts.
  • Circular 6/2010,of 28 September, (B.O.E. 11/10/10), issued by the Bank of Spain, to credit entities and payment institutions, on advertising banking services and products.
  • Ministerial Order EHA/1718/2010,of 11 June (B.O.E. 29/06/10), on regulation and control over advertising of banking services and products.
  • Ministerial Order EHA/1608/2010, of 14 June (B.O.E. 18/06/10), on transparency of conditions and information requirements for payment services.
  • Bank of Spain Circular 1/2010,of 27 January, (B.O.E. 05/02/10) issued to credit institutions concerning statistics on interest rates applied to deposits and lending to households and non-financial corporations.
  • Law 2/2009, of 31 March, (B.O.E. 1/4/09), by which the contracting is regulated with the consumers of loans or mortgage loans and of brokerage services for the conclusion of loan contracts or credit.

Investment services

  • Circular 2/2000, of 30 May, (B.O.E. 13/06/00), issued by the Spanish National Securities Market Commission (CNMV), on standard forms of contract-type of discretionary and customised management of investment portfolios. (Repealed by the Circular 7/2011, of 12 December).
  • Circular 1/1996, of 27 March, (B.O.E. 09/04/96), issued by the Spanish National Securities Market Commission (CNMV), on rules of engagement, transparency and identification of customers in Securities Market operations. (Repealed by the Circular 7/2011, of 12 December).
  • Circular 3/1993, of 29 December, (21/01/94), issued by the Spanish National Securities Market Commission (CNMV), on operation records and filing of order justifications.
  • Law 24/1988, of 28 July, (B.O.E. 29/07/88) on the Securities Market.
  • Circular 7/2011, of 12 December, (B.O.E. 24/12/11), issued by the Spanish National Securities Market Commission (CNMV), on the information brochure relating to tariffs and contract-type content.
  • Seventh additional provision of Royal Decree 1/2010, of 2 July, (B.O.E. 03/07/10), implementing the Consolidated Text of the Law on Corporations.
  • Order EHA/1717/2010, of 11 June, (B.O.E. 29/06/10), on regulation and control of the advertising of investment services and products.
  • Royal Decree 217/2008, of 15 February , (B.O.E. 16/02/08), regarding the legal structure of investment service companies and other providers of investment services, and which partially amending the Regulations of Law 35/2003, of 4 November, on Collective investment Institutions, approved by Royal Decree 1309/2005, of 4 November.