Bankia S.A. and its Group offer its clients a Customer services, independent body of the internal organisation, separated from remaining commercial services and operations, that takeover its decisions independently.

The role of this Service is to address and resolve complaints and claims, filed either directly or by an authorised representative, from individuals or institutions, whether Spanish or foreign, who are users of the Bank or the subsidiaries within its jurisdiction, that deal with their legitimate rights or interests in relation to operations, contracts or financial services offered.

For the presentation of claims or complaints, consult the section of Claims. For any other enquiry or suggestion you can contact us using the phone numbers: 900 10 30 50 or +34 91 602 46 80 for calls from outside Spain.

In the event of disagreement with the decision made by the Company's Customer Care Service, or if a complaint or claim is not resolved within two months of its being presented, the claimant may contact any of the Commissioners for the Defence of Financial Services Customers.

In any event, prior to filing a claim before any of the Commissioners for the Defence of Financial Services Customers, it is essential that the complaint have first been addressed to the Customer Care Service.

• Banco de España's Complaints Department at Calle Alcalá 50, 28014 Madrid.
• Comisión Nacional del Mercado de Valores's Complaint Department at C/ Miguel Ángel, 11, 28010 Madrid.
• Directorate-General of Insurance and Pension Funds, at Paseo de la Castellana, 44, 28046 Madrid.

Regulations for the Protection of Customers (PDF, 60 kB)

This Regulations has been approved by the Board of Directors on Bankia S.A.. Clients can consult the above-mentioned regulations at each and every one of the Group's public branches, throughout the area to which they apply.

Regulations on the transparency of operations and customer protection (PDF, 11 kB)

Banco de España's portal for banking customers.

Investor's corner on the CNMV (National Securities Market Commission) website.

Portal for insurance policy holders on the Directorate-General of Insurance and Pension Funds website.