How to file a claim with your bank: these are the steps you must follow

In the relationship between a bank and its client, unexpected conflicts may arise before which the citizen has the right to claim. Modified contract conditions, other changes that may negatively affect you…situations that are subject to discrepancies and in which it is important to be prepared.

The one that, for these cases, the first step that the client must take is to write a letter of claim before his bank. It is very important to accumulate all the documentation that can help us: the contract, the statements or receipts, communications from the bank…

With this information in their possession, the citizen has two options, as explained by the Bank of Spain:

-Go to the bank branch to request a claim form in which, providing name, surnames, DNI or NIE and the entity, the reason for the claim is explained. If this form does not exist, a folio also serves. In any of these cases, what is key is that the bank stamps our claim and that we keep a copy of the document, since it will serve as proof in the future.

-Send a letter with the reason for the claim by burofax or certified mail with acknowledgment of receipt. It must be sent to the bank, either to its customer service or to its Customer Ombudsman, if it has one. The Bank of Spain recommends that the letter be brief and clear, showing the reasons for the claim in a transparent manner.

The next step is to wait for a response from the entity. In the event that the client does not agree with the answer or that this answer does not arrive after a month, they can contact the Bank of Spain to continue their claim process. You can do it in two ways:

-In writing, for which you must fill out the form provided by the Bank of Spain. With the information completed, you must present it to the General Registry of the Bank of Spain or one of its branches or send it by mail to the Department of Market Conduct and Claims.

-Telematically at the Virtual Office of the Bank of Spain. The system requires possession of a digital certificate ().

Transferring the claim to the Bank of Spain, the ball remains in the court of the institution, which will have to decide whether the customer’s complaint is justified or not. In any case, you may request additional documentation in order to make a decision with all the information in your possession.