Spain complaints handling

Definition of a complaint

A statement of dissatisfaction submitted by a user of a financial service due to delays, neglect or any other failing in the functioning of the financial institution against which the complaint is filed.

It also includes complaints, with a view to obtaining compensation for the harm to the user’s interest or right, for specific facts about acts or omissions, which are detrimental for the user and that arises from breaches of the regulations on transparency and customer protection, or of good practices in financial business.

Definition of a complainant

Any individual person or corporate entity that has a right or interest in a policy (e.g. policyholder, insured, beneficiary) is entitled to submit a complaint to an insurer.

Timescales

External Dispute Resolution

For business written on a Freedom of Establishment basis

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 1 (one) month of receipt of the complaint. The decision will be communicated to the complainant within a maximum period of 10 (ten) calendar days after the decision has been taken.

Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones

Paseo de la Castellana, 44

28046 Madrid

Spain

Tel: 952 24 99 82

Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx

For business written on a Freedom of Services basis

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made. A final response to be provided within 2 (two) months of receipt of the complaint.

Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones

Paseo de laCastellana, 44

28046 Madrid

Spain

Tel: 952 24 99 82

Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx