Bankia Customer Care Service

Bankia Customer Care Service

Bankia S.A. and its Group offers its clients a Customer Care Service, a body that works without interference from the internal organisation, remains separate from the other commercial services and operations, and takes decisions independently.

 

The function of this service is to handle and resolve the complaints or claims filedeither directly or by an authorised representative by individuals or institutions, whether Spanish or foreign, who are users of the Bank or the subsidiaries of its Group within its remit, that deal with their legitimate rights or interests in relation to operations, contracts or financial services provided.

 

To make a complaint or a claim, consult the claims section. For any other enquiry or suggestion you can call the telephone numbers: 900 10 30 50 or +34 916 024 680 for calls from abroad.

 

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.

Claims


Remember that to inform us of a possible incident in the service, to consult us or to make a suggestion, you can select options of Enquiries and Incidences o Suggestions.

 

If you believe Bankia has failed to comply with a legal commitment or an agreement negotiated in writing with you, you have the right to present a claim through the following means:

  • At our branches: above all, we are at your disposal to resolve your complaints.
  • By telephone: 900 10 30 50 and if you'e calling from outside Spain +34 916 024 680.
  • In writing: by letter or using the complaints form you can obtain from any of our branches. You can also Download the form (DOC, 100 kB) print it and when you have filled it in, take it to any of our branches or post, email or fax it to the following address:

    Bankia, S.A.
    Customer Services
    Pē de la Castellana 189, planta 7
    28046 Madrid
    Fax 91 379 22 95
    E-MAIL: atencionalcliente@bankia.com
  • Online: if are Bankia Oficina Internet user, you can send your claim via that channel. You will previously have to identify yourself by entering your user number and access code.
Banco de España Claims Service

Calle Alcalá 50, 28014 Madrid.

Investor Advice Service of the Comisión Nacional del Mercado de Valores.

Calle Edison 4, 28006 Madrid

Complaints Service of the Directorate-General for Insurance and Pension Funds.

Pº de la Castellana nº44, 28046 Madrid

Other documents

*These Regulations have been approved by the Board of Directors of 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.