[F32][Customer service] Claims


Customer service department

Customer service

If you’re a VidaCaixa customer, you can submit your complaints and claims to our Customer Service through different channels: 

If you are unhappy with the solution given or you haven’t received an answer within the time foreseen, you can submit your complaint or claim to the Claim Service of the Directorate-General of Insurances and Pension Funds (Dirección General de Seguros y Fondos de Pensiones): 

  • Through its website http://www.dgsfp.mineco.es/es/Paginas/Iniciocarrousel.aspx 
  • Or by post to Paseo de la Castellana, 44, Madrid – 28080 

If you have any doubts, please check the Customer Service Regulations at this link.

 

Pension Schemes of the individual system

Nevertheless, participants or beneficiaries of pension schemes of the individual system may submit their claim or complaint directly to the Participant’s Advocate through the following channels: 

If you are unhappy with the solution given by the Participant's Advocate or you haven’t received a decision within two months, you can submit your complaint or claim to the Claim Service of the Directorate-General of Insurances and Pension Funds (Dirección General de Seguros y Fondos de Pensiones):

  • Through its website http://www.dgsfp.mineco.es/es/Paginas/Iniciocarrousel.aspx 
  • Or by post to Paseo de la Castellana, 44, Madrid – 28080 

If you have any doubts or queries, please check the Regulations of the participant's advocate from this link.

Individual type EPSV

Nevertheless, standard partners or beneficiaries of the EPSV of the individual system should, if they wish, submit their claims and complaints to the Partner’s Advocate or the Regional Government of the EPSV.

If you’d like to submit your claim or complaint to the Partner’s Defense or Regional Government of the EPSV, you can do so: 

If you are unhappy with the decision made by the Partner’s Advocate or if you haven’t received said decision within fifteen days, or if you are unhappy with the decision announced by the Regional Government of the EPSV, you can submit your claim to the Basque Tax and Finances Department.

If you have any doubts or queries, please check the Partner’s Advocate Rules from this link.

 

Consumer information

The company has a customer helpline with the following phone numbers: (+34) 938 87 25 25 and 900 40 40 90.

There is also a consumer helpline run by the Autonomous Government of Catalonia with phone number 012. There are official complaint/report forms for customers. Furthermore, we hereby inform you that in accordance with Law 22/2010 of 20 July of the Catalan Code of Consumption, consumers may ask for a template of the general terms and conditions for the standard financial services they are interested in contracting.
 

Consumer information (Andalusia)


Consumers in Andalusia, in application of the "Decree 82/2022, of May 17, which regulates the complaints and claims forms for consumers and users in the Autonomous Community of Andalusia", may submit a claim or complaint in paper or electronic format, according to the model set out in Annex II of this regulation. Customers can submit their complaints to Customer Service by post to Calle Pintor Sorolla, 2-4, 46002, Valencia, at the email address servicio.cliente@caixabank.com, using the form provided for this purpose, or at any CaixaBank branch.
The consumer may obtain the complaints and claims form through the web portal www.consumoresponde.es: "Anexo I HQR Decree 82-2022 (updated to 18-10-2022).pdf (consumoresponde.es)” 

 

EU Online Dispute Resolution Platform

In accordance with the laws for the alternative resolution of consumption-related disputes, we provide you with the link for this platform: 

 

Regulations on transparency and the protection of financial service customers

General Regulations on Consumer Protection and Contract Conditions

  • Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users and other implementing laws:
  • Law 7/1998 of 13 April on general contractual terms and conditions.
  • Law 22/2010 of 20 July of the Catalan Code of Consumption.
  • Consumer credit
  • Law 16/2011 of 24 June on Consumer Credit.

Consumer credit

  • Law 16/2011, dated 24 June, on Consumer Credit Contracts.

Payment methods

  • Royal Decree-Law 19/2018 of 23 November of payment services and other urgent measures in financial areas.
  • Royal Decree 712/2010 of 28 May on the legal system for payment services and payment entities. (Spanish Official Gazette of 29 May).
  • Spanish Ministry of Economy and Tax Order 1608/2010 of 14 June on transparency in terms and conditions and reporting requirements applicable to payment services. 
  • Regulation (EU) No 260/2012 of the European Parliament and of the Council of 14 March 2012 establishing technical and business requirements for credit transfers and direct debits in euro and amending Regulation (EC) No 924/2009.

Investment Services

  • Spanish Royal Legislative Decree 4/2015 of 23 October, implementing the recast text of the Securities Market Law.
  • Spanish Royal Decree 217/2008 of 15 February on the legal system of investment service companies and other entities providing investment services, partially amending the Regulations of Spanish Law 35/2003 of 4 November on undertakings for collective investment passed by Royal Decree 1309/2005 of 4 November.
  • Circular 7/2011 of 12 December issued by the Spanish National Securities Market Commission on the prospectus on rates and contents of standard contracts.
  • Order ECC/2316/2015 of 4 November on information and classification obligations in relation to financial products.
  • Spanish Royal Decree 1464/2018 of 21 December expanding the recast text of the Securities Market Law passed by Royal Legislative Decree 4/2015 of 23 October and Royal Decree-Law 21/2017 of 29 December on urgent measures to adapt Spanish Law to the European Union regulations on the securities market partially amending Royal Decree 217/2008 of 15 February on the legal system of investment service companies and other entities providing investment services and partially amending the Regulations of Law 35/2003 of 4 November on undertakings for collective investment passed by Royal Decree 1309/2005 of 4 November and other royal decrees regarding the securities market.
  • Spanish Royal Decree 358/2015 of 8 May amending Royal Decree 217/2008 of 15 February on the legal system of investment service companies and other entities providing investment services, partially amending the Regulations of Spanish Law 35/2003 of 4 November on undertakings for collective investment passed by Royal Decree 1309/2005 of 4 November.
  • Circular 7/2013 of 25 September issued by the Spanish National Securities Market Commission to regulate the procedure to solve claims and complaints against companies providing investment services and to address queries within the area of the securities market.
     

Customer Service and Customer Advocate

  • Spanish Law 44/2002 of 22 November on measures to reform the financial system amended by Law 2/2011 of 4 March on sustainable economy.
  • Order ECO/734/2004 of 11 March on customer service and departments and customer advocate in financial entities.
  • Order ECC/2502/2012 of 16 November regulating the procedure to submit claims with the claim services of the Bank of Spain, the Spanish National Securities Market Commission and the Directorate-General of insurances and Pension Schemes.
  • Please go to the following link to see the Rules for Customer Advocacy of Caixabank.

 

General regulations for insurances and pension schemes:

  • Spanish Law 26/2006 of 17 July on the mediation of private insurance and reinsurance.
  • Spanish Law 50/1980 of 8 October on taking out insurance policies.
  • Spanish Law 20/2015 of 14 July on the regulation, supervision and solvency of insurance and reinsurance companies (LOSSEAR).
  • Spanish Royal Decree 1060/2015 of 20 November on the regulation, supervision and solvency of insurance and reinsurance companies (ROSSEAR).
  • Spanish Royal Decree 304/2004 of 20 February passing the Regulations for pension schemes and funds.
  • Spanish Royal Legislative Decree 1/2002 of 29 November, passing the recast text of the Law regulating pension schemes and funds.
  • Spanish Royal Decree 62/2018 of 9 February amending the Regulations on the arrangement of pension-related commitments undertaken by companies for workers and beneficiaries, adopted by Royal Decree 1588/1999 of 15 October and the Regulations for pension schemes and funds adopted by Royal Decree 304/2004 of 20 February.