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 filed, either 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. The maximum term of resolution is two months from the submission of the corresponding letter of complaint or claim.

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.


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 Incidenceso 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 Customer Service Department, any Bankia branch or online, to the email and/or postal address and through the following channels:

  • At our branches: above all, we are at your disposal to resolve your complaints.
  • In writing: by letter or using, if you prefer the claims form available at 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
    28046 Madrid
    Fax 91 379 22 95
  • 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.

Department of Market Conduct and Claims of the Bank of Spain

Calle Alcalá 48, 28014 Madrid.

Access to the virtual office of the Department of Market Conduct and Claims is:

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.