Complaints procedure

1. Who can complain and about what

Borrowers, potential borrowers, guarantors and other interested persons may complain about an alleged failure to comply with Law 5/2019, its implementing rules, transparency and customer-protection standards, contractual duties or applicable good financial practices.

2. How to submit a complaint

Send the complaint by email or post using the details above. State clearly that it is a complaint and include enough information to investigate it.

• Full name and an appropriate contact address.
• Identification of the mortgage case or service, if available.
• A clear description of the facts, dates and requested outcome.
• Copies of relevant documents; do not send originals unless specifically requested.
• Confirmation that the same matter is not already being considered by a court, arbitral body or administrative authority, where applicable.

3. Admission and investigation

Receipt will be recorded and the complaint reviewed impartially. If essential information is missing, the complainant may be asked to correct or complete the submission. Relevant records and explanations will be examined and the complainant may provide additional observations.

4. Decision and timeframe

A written, reasoned decision will be issued in less than one month after the complaint is received, subject to any legally permitted suspension while essential deficiencies are corrected. The decision is binding on the intermediary, without restricting the complainant’s other rights.

5. Banco de España

If the complaint is rejected, the response is unsatisfactory or the deadline expires without a response, the complainant may submit the matter to the Banco de España Complaints Service. The prior complaint to the intermediary must be evidenced, and referral to Banco de España must be made within one year from the date that original complaint was filed.

Information and filing options are available through the official Banco de España website. Its reports do not replace the decisions of courts and other competent authorities.

6. Personal data

Complaint data is used to investigate, respond, keep the required record and comply with legal obligations. Further information about retention, recipients and rights is in the Privacy Policy.