Customer service departments and organisations

Claims and Customer Service

Calle Josefa Valcarcel, 30
Edificio Merrimack IV, 2ª Planta
28027 - Madrid
e-mail: atenclie@gruposantander.com
Fax: 91 759 48 36
You can submit your claims in writing as per the Santander Group Customer Ombudsman and Customer Service Regulation (PDF 12 KB) 


Office of the Customer Ombudsman

D. José Luis Gómez-Dégano y Ceballos-Zuñiga
Apartado de Correos 14019
28080 Madrid
Fax: 91 429 23 19

Independent body to which Santander Group is affiliated and to which you can submit your claims based on the Santander Group Customer Ombudsman and Customer Service Regulation (PDF 39 KB).

Once the claim has been filed with the Claims Service and Customer Service or with the Customer Ombudsman, if the response is not satisfactory or no answer is received after one month from the presentation of the claim, the Client may contact the following pertinent Financial Supervisor Claims Services depending on the matter in question, downloading and filling out the corresponding form:

Claims Service of the Bank of Spain
Calle Alcalá 48, 28014 Madrid

Access to the Bank of Spain Online Office

CNMV Investor Assistance Office
Calle Edison 4, 28006 Madrid

The Claims Service of the General Directorate of Insurance and Pension Funds
Paseo de la Castellana 44, 28046 Madrid

CNMV Form (PDF 70 Kb)
General Directorate of Insurance and Pension Funds Form (PDF 64 Kb)

Before resorting to these services, the regulations require that the customer justify having previously gone to the Claims and Complaints and Customer Service or the Customer Ombudsman's Office.

Complaint forms

Autonomous Communities that require Credit Institutions that have Offices located in them to have Claim Sheets available to consumers and users:

  • Andalucía
  • Aragón
  • Asturias
  • Canarias
  • Cantabria
  • Castilla-La Mancha
  • Catalunya
  • Galicia
  • Islas Baleares
  • La Rioja
  • Madrid
  • Murcia
  • Navarra
  • País Vasco
  • Valencia

Claims/Incidents helpline: 900 811 088

In compliance with the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013, on the resolution of online consumer disputes, the link to the dispute resolution platform is inserted below online launched by the European Commission which consumers can use to resolve any discrepancy or controversy regarding the services provided online http://ec.europa.eu/odr

Regulations, classified by subject, which regulate the transparency of banking operations and the protection of customers:

Customer service and ombudsman service:

Law 44/2002, of November 22, on measures to reform the financial system, modified by Law 2/2011, of March 4, on sustainable economy.

Order ECO/734/2004 of March 11, regarding Departments and Services of customer service and the customer ombudsman of financial entities.

Order ECC/2502/2012, of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the National Securities Market Commission (CNMV) and the Directorate General of Insurance and Pension Funds.

Law 7/2017, of November 2, incorporating Directive 2013/11/EU, of the European Parliament and of the Council, of May 21, 2013, on the alternative resolution of consumer disputes, into the Spanish legal system.

Transparency of operations and customer protection, and other consumer protection regulations:

Order ECE/1263/2019, of December 26, on transparency of the conditions and information requirements applicable to payment services and amending order ECO/734/2004, of March 11, regarding the departments and services offered by customer services and the customer ombudsman of financial institutions, and Order EHA/2899/2011, of October 28, on transparency and customer protection for banking services.

Order EHA/1718/2010 of June 11 by the Ministry of Economy and Finance, defining the regulation and control of advertising of banking services and products, developed by Circular 6/2010 of September 28 of the Bank of Spain, to credit institutions and payment entities, regarding the advertising of banking services and products. Order EHA/1717/2010, of June 11 by the Ministry of Economy and Finance, defining the regulation and control of the advertising of investment products and services

Order EHA/2899/2011, of October 28 of the Ministry of Economy and Finance, on transparency and the protection of the client of banking services.

Law 22/2007, of July 11, governing distance marketing of financial services intended for consumers.

Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws.

Bank of Spain Circular 5/2012, of June 27, to credit institutions and payment service providers, on the transparency of banking services and responsibility in the granting of loans.

Royal Decree Law 6/2013, of March 22, protecting the holders of certain savings and investment products and other financial measures.

Law 5/2015, of April 27, promoting business financing.

Royal Decree-Law 11/2015, of October 2, regulating commissions for the withdrawal of cash at ATMs.

Circular 2/2019, of March 29, from the Bank of Spain, regarding the requirements of the Informative Document of Fees and the Statement of Fees (Documento Informativo de las Comisiones y del Estado de Comisiones), and the payment account comparison websites, and which modifies Circular 5/2012, of June 27, to credit institutions and payment service providers, on the transparency of banking services and responsibility in the granting of loans.

Mortgage loans:

Law 2/1994, of March 30, governing the subrogation and modification of mortgage loans. Order EHA/2899/2011, of October 28 of the Ministry of Economy and Finance, on transparency and the protection of the client of banking services.

Law 41/2007, of December 7, amending Law 2/1981, of March 25, on the Regulation of the Mortgage Market and other standards of the mortgage and financial system, the regulation of reverse mortgages and the dependency insurance and by which a certain tax regulation is established.

Law 2/2009, of March 31, which regulates the contracting with consumers of mortgage loans or credits and intermediary services for the conclusion of loan or credit contracts.

Royal Decree Law 6/2012, of March 9, on urgent measures to protect mortgage debtors without resources.

Law 1/2013, of May 14, on measures to strengthen the protection of mortgage debtors, debt restructuring and social rent.

Royal Decree-Law 1/2017, of January 20, on urgent consumer protection measures in terms of floor clauses.

Royal Decree 536/2017, of May 26, which creates and regulates the Monitoring, Control and Evaluation Commission provided for in Royal Decree-Law 1/2017, of January 20

Law 5/2019, of March 15, regulating real estate credit contracts.

Royal Decree 309/2019, of April 26, which partially develops Law 5/2019, of March 15, regulating real estate credit contracts and adopting other financial measures.

Order ECE/482/2019, of April 26, amending Order EHA/1718/2010, of June 11, defining the regulation and control of advertising of banking services and products, and Order EHA/2899/2011, of October 28, on transparency and customer protection for banking services.

Consumer credit:

Law 16/2011, of June 24, on Consumer Credit contracts.

General contracting conditions:

Law 7/1998, of April 13, on general contracting conditions.

Payment Services:

Order ECE/1263/2019, of December 26, on transparency of the conditions and information requirements applicable to payment services and amending order ECO/734/2004, of March 11, regarding the departments and services offered by customer services and the customer ombudsman of financial institutions, and Order EHA/2899/2011, of October 28, on transparency and customer protection for banking services.

Royal Decree 736/2019, of December 20, on the legal regime of payment services and payment entities and amending Royal Decree 778/2012, of May 4, governing the legal regime of payment entities electronic money, and Royal Decree 84/2015, of February 13, which develops Law 10/2014, of June 26, regarding the organisation, supervision and solvency of credit institutions. 

Law 2/2011, of March 4, on Sustainable Economy.

Royal Decree-Law 19/2017, of November 24, governing basic payment accounts, transfer of payment accounts and comparability of commissions

Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters

Order ECE/228/2019, of February 28, on basic payment accounts, procedure for transferring payment accounts and requirements of comparison websites

Royal Decree 164/2019, of March 22, which establishes a free regime of basic payment accounts for the benefit of people in situations of vulnerability or at risk of financial exclusion

Investment Services:

Royal Legislative Decree 4/2015, of October 23, which approves the revised text of the Securities Market Law

Royal Decree 217/2008, of February 15, on the legal regime of investment service companies and other entities that provide investment services and which partially modifies the Regulation of Law 35/2003, of 4 November, of Collective Investment Institutions, approved by Royal Decree 1309/2005, of November 4.

Delegated Regulation (EU) 2017/565 of April 25, from the Committee, 25 April 2016, supplementing Directive 2014/65/EU of the European Parliament and of the Council with regard to the organisational requirements and operating conditions of investment services companies and terms defined for the purposes of said Directive.

Holders of currency exchange establishments:

Bank of Spain Circular 6/2001, of October 29, on holders of currency exchange establishments, amended by Bank of Spain Circular 3/2009, of December 18.

Deposit Guarantee Fund:

Royal Decree-Law 16/2011, of October 14, creating the Credit Institutions Deposit Guarantee Fund.

Royal Decree 628/2010 of May 14, amending Royal Decree 2606/1996, of December 20, on deposit guarantee funds in credit institutions and Royal Decree 948/2001, of August 3, on investor compensation systems.
Royal Decree 2606/1996 of 20 December 1996 on credit institution deposit guarantee funds (partly amended by Royal Decree 1012/2015 of 6 November 1995).

Shall we discuss it?

If you would like more information, visit any of our branch offices.

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