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 CUSTOMER SERVICE AND CLAIMS

 Customer Service

Aresbank has equipped itself with a Customer Service in charge of attending and resolving the complaints and claims of its customers.

You can request the claim form (to be completed in Spanish ) at any of our offices or download it here.

Customers can submit their claims to the Customer Service at the address Paseo de Castellana, 257, 28046, Madrid, or sending an e-mail at the email address atencioncliente@aresbank.es or in any Aresbank’s offices or branches.

The Customer Service has a maximum period of one month, in general, and fifteen business days, in the case of claims on payment services, to resolve claims, in accordance with its regulation. In the event of disagreement with the resolution or if the indicated period has elapsed without any resolution, the client can submit a complaint to the Bank of Spain Claims Service.

 Regulation

 Regulation for Aresbank Customer Service (Reglamento del Servicio de Atención al cliente de Aresbank, S.A.in Spanish).

 Supervisor Claims Services

Claims can be directed to the Bank of Spain Claims Service (Calle de Alcalá, 48,28014, Madrid). You can find more information at the following link.

Before resorting to the aforementioned service, the regulations require that the client justify having previously visited the Bank's Customer Service.

General Consumer Protection Regulations and contracting conditions

  • Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
  • Law 7/1998, of April 13, on general contracting conditions
  • Law 7/2017, of November 2, which incorporates into the Spanish legal system Directive 2013/11/ EU, of the European Parliament and of the Council, of May 21, 2013, on alternative dispute resolution in consumer matter.

 General regulations on banking services

  • Order EHA/2899/2011, of October 28, from the Ministry of Economy and Finance, on transparency and protection of banking services customers.
  • Circular 5/2012, of June 27, of the Bank of Spain, to credit institutions and payment service providers, on transparency of banking services and responsibility in granting loans.
  • Order ECE/228/2019, of February 28, on basic payment accounts, procedure for transferring payment accounts and requirements for comparison websites.

Customer Service

  • Law 44/2002, of November 22, on measures to reform the financial system, modified by Law 2/2011, of March 4, on sustainable economy.
  • Order ECO / 734/2004 of March 11, on customer service departments and services and the customer ombudsman of financial institutions.
  • Order ECC / 2502/2012, of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the National Securities Market Commission and the General Directorate of Insurance and Pensions.

Payment Services

  • Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters.
  • Order EHA / 1608/2010, of June 14, on transparency of the conditions and information requirements applicable to payment services.
  • Regulation (EU) 260/2012, of the European Parliament and of the Council, of March 14, which establishes technical and business requirements for transfers and direct debits in euros, and modifies Regulation (CE) 924/2009.