In accordance with Act 44/2002 of 22 November, implementing Reform Measures for the Financial System, Entidad(,base_sip) has an independent internal Customer Service Department to deal with and resolve any complaints and claims you might submit, related to your interests and legally recognised rights, pertaining to contracts, the rules of transparency and customer protection, or good financial practices and customs.
You may contact this Service using any of the following channels:
The authority and scope of this service are duly defined in the Regulations for the defence of the client(in Spanish) (PDF 130,8 KB.) available. Any complaints or claims filed must be resolved within a maximum period of: (i) 15 days, exceptionally extendible to 1 month in cases of payment services, (ii) 1 month for any other consumer matters, or (iii) 2 months in other cases.
We can also provide you with forms for filing complaints and claims with the Services for claims to bodies supervising the Spanish financial system
To submit a complaint or claim with those departments, you must have first submitted it to our Customer Service Department. Additional information about these customer protection bodies is available on the Bank of Spain's website, in the section entitled "The banking customer portal".
The filing of a complaint or claim with any of the bodies listed here is incompatible with any other procedure that involves administrative, arbitration or judicial proceedings.
The operations of Caixapetrer abide by the rules governing the transparency of banking operations and customer protection, as reflected in current legal regulations.
Finally, in accordance with article 14 of (EU) Regulation 524/2013 of the European Parliament and the Council of Europe issued on 21 May 2013, regarding online dispute resolution in consumer matters, we hereby inform you of the existence of a European platform for online dispute resolution that facilitates the out-of-court settlement of such disputes.
The platform is an interactive multilingual website http://ec.europa.eu/odr, which provides free of charge an access point to consumers and businesses for out-of-court settlement of contractual disputes arising from sales or service provision agreements entered into on line.
Caixapetrer is not currently subscribed to an alternative resolution entity for consumer disputes.