Complaints and claims

Complaints and claims

Caixabank Asset Management SGIIC, S.A.U. is covered by the Customer Service Department, which handles and resolves complaints and claims received from its own customers and from customers of other “CaixaBank” Group entities also covered by this service.

You may make a complaint to the Customer Service Department by writing to calle Pintor Sorolla, 2-4, 46002, Valencia, emailing [email protected], using the form specially provided for this purpose on the website www.caixabank.es, or at any CaixaBank branch.

The Customer Service Department must resolve your complaint within a maximum term of one months in general, or 15 days in case of payment services, in accordance with its operating regulations. If you are unhappy with its decision or if it fails to deliver one within those two months, you may contact the supervisory authorities.

 

Regulations

• Caixabank, S.A. Customer Ombudsman regulations (PDF)

 

Supervisory authority complaints services

Investment services and stock market: complaints may be made to the Comisión Nacional del Mercado de Valores (National Securities Market Commission), located at Paseo de la Castellana, 19, 28046, Madrid, or on its website www.cnmv.es

• Individual complaint form (PDF)
• Group complaint form (PDF)

 

Consumer information (Catalonia)

The Catalan Government has a consumer helpline which you can call on 012. Official complaint forms are available to customers. You can also call our customer service on freephone 900 32 32 32. Please note that under the Catalan Consumer Code Act 22/2010, of 20 July, consumers may ask for sample terms and conditions of any basic financial services contracts that they may wish to arrange.

 

Regulations on transparency and protection of financial services customers

General Regulations on Consumer Protection and Contract Terms and Conditions

• Real Decreto Legislativo 1/2007, de 16 de noviembre, por el que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios y otras leyes complementarias.
• Ley 7/1998, de 13 de abril, sobre condiciones generales de la contratación
• Ley 22/2010 de 20 de julio del Parlamento de Cataluña, del Código de Consumo de Cataluña.

 

Servicios de inversión

• Royal Legislative Decree 4/2015, of 23 October, enacting the recast text of the Securities Market Act.
• Royal Decree 217/2008, of 15 February, of the Ministry of Economy and Finance on the legal framework for investment service firms and other institutions providing investment services and partially amending the Regulations of the Collective Investment Institutions Act 35/2003, of 4 November, enacted by Royal Decree 1309/2005, of 4 November.
• Circular 7/2011, of 12 December, of the National Securities Market Commission on the prospectus containing the rates and content of standard contracts.
• Order ECO/734/2004, of 11 March, on customer service departments and the customer ombudsman for financial institutions.

 

Customer Service and Ombudsman

• Financial System Reform Measures Act 44/2002, of 22 November, as amended by the Sustainable Economy Act 2/2011, of 4 March.
• Order ECO/734/2004, of 11 March, on customer service departments and the customer ombudsman for financial institutions.
• Order ECC/2502/2012, of 16 November, regulating the procedure for making complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General for Insurance and Pensions.