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.

Form for Complaints to the Consumer Ombudsman in pdf
Regulations of the Comsumer Ombudsman 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

  • Order ECC/2502/2012, of 16 November through which the procedure of presentation of complaints before Complaints services of the Banco de España, the National Stock Exchange Commission and the Directorate-General for Insurance and Pension Funds is regulated.
  • Legislative Royal Decree 1/2007,of 16 November, (B.O.E. 30/11/07, correction of errors B.O.E. 13/02/08), through which the revised text of the General Law for the Defence of Consumers and Users and other complementary laws is approved.
  • Articles 7 to 9 of Law 41/2007, of 7 December, (B.O.E. 08/12/07) through which Law 2/1981, on regulation of the mortgage market, is modified.
  • Law 22/2007, of 11 July, (B.O.E. 12/07/07), on distance marketing of financial services allocated to consumers.
  • Order ECO/734/2004, of 11 March, (B.O.E. 24/03/04), on departments and customer services and the consumer ombudsman of financial institutions.
  • Royal Decree 303/2004, of 20 February, (B.O.E. 3/3/04), through which the Regulations of the commissioners for the Consumer ombudsman of financial services is approved (Repealed as far as it is opposed by exemption clause b) of the Law 2/2011, of 4 March, on Sustainable Economy).
  • Additional provisions first and third of Law 36/2003, , of 11 November, (B.O.E. 12/11/03), on measures of economic reform.
  • Order PRE/1019/2003, of 24 April, (B.O.E. 30/04/03), on transparency of the prices of banking services provided through ATMs.
  • Articles 29 and 30 of Law 44/2002, of 22 November, (B.O.E. 23/11/02), on measures of reform of the financial system.
  • Article 40 of Royal Decree Law 6/2000, of 23 June, (B.O.E. 24/06/00), of urgent measures of intensification in the competition in assets and services markets.
  • Law 7/1998, of 13 April, (B.O.E. 14/04/98), on general conditions of contracting.
  • Law 2/1994, of 30 March, (B.O.E. 4/04/94), on mortgages subrogation and modification.
  • Circular of the Banco de España 8/1990 of 7 September, (B.O.E. 20/09/90), to Credit institutions, on transparency in the operations and protection of the clientele.
  • Article 48.2 of Law 26/1988of 29 July, (B.O.E. 30/07/88), of discipline and intervention of Credit institutions.
  • Circular of the Banco de España 5/2012, of 27 June (B.O.E. 06/07/12), to credit institutions and suppliers of payment services, on transparency of the banking services and responsibility in the granting of loans.
  • Royal Decree Law 6/2012, of 9 March, (B.O.E. 10/03/12), on urgent measures of protection of mortgagors without resources.
  • Ministerial order EHA/2899/2011, of 28 October (B.O.E. 29/10/11), on transparency and protection of the customer of banking services.
  • 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), of the Banco de España, to credit institutions and payment institutions, on advertising of the banking services and products.
  • Ministerial order EHA/1718/2010,of 11 June (B.O.E. 29/06/10), on regulation and control of the advertising of banking services and products.
  • Ministerial order EHA/1608/2010, of 14 June (B.O.E. 18/06/10), on transparency of the conditions and requirements of information applicable to payment services.
  • Circular 1/2010,of 27 January, (B.O.E. 05/02/10) of the Banco de España, to credit institutions, on statistics of the interest rates that are applied to deposits and to credits when dealing with homes and non-financial companies.
  • Law 2/2009, of 31 March, (B.O.E. 1/4/09), through which the contracting with consumers of loans or mortgage loans and of services of mediation for the signing of loan contracts or credit is regulated.

Investment services

  • Circular 2/2000, of 30 May, (B.O.E. 13/06/00), of the National Stock Market Commission, on standard forms of contract types of discretionary and individualised management of portfolios of investment. (Repealed by the Circular 7/2011, of 12 December).
  • Circular 1/1996, of 27 March, (B.O.E. 09/04/96), of the National Stock Market Commission, on rules of engagement, transparency and identification of clients in the operations of the stock market. (Repealed by the Circular 7/2011, of 12 December).
  • Circular 3/1993, of 29 December, (21/01/94), on the National Stock Market Commission, on operational records and files of justification of orders.
  • Law 24/1988, of 28 July, (B.O.E. 29/07/88) on the stock market.
  • Circular 7/2011, of 12 December, (B.O.E. 24/12/11), of the National Stock Market Commission, on informational brochures on fees and the contents of contracts by type.
  • Additional seventh provision of the Legislative Royal Decree 1/2010, of 2 July, (B.O.E. 03/07/10), through which the revised text of Corporation Law is approved.
  • Order EHA/1717/2010, of 11 June, (B.O.E. 29/06/10), on regulation and control of the advertising of services and investment products.
  • Royal Decree 217/2008, of 15 February, (B.O.E. 16/02/08), on the legal regime of investment services companies and on other companies that provide investment services and through which the Regulations of the Law 35/2003, of 4 November, are partially modified, on Collective Investment Institutions, approved by Royal Decree 1309/2005, of 4 November.