Claims Customer Service

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1. Frequently Asked Questions. If you have a question about your products or services, for example regarding your access codes or your cards, check this section.

2. Contact us. If you want to resolve your question or issue with any product, with access to online banking or the mobile banking app, we present our most agile contact methods: phone, online form, or by visiting a branch.

3. Complaint. If you want to file a complaint, keep reading and remember that the legal deadlines for a response are longer than with any of the other alternatives.

Complaints. Customer Service.

ABANCA Corporación Bancaria, S.A. has a customer service that handles complaints and claims submitted by customers and users of ABANCA Corporación Bancaria, S.A., those of ABANCA SERVICIOS FINANCIEROS, E.F.C, S.A, and those of the insurance brokerage of said entity.

ABANCA Corporación Bancaria, S.A. has a Customer Defense Regulation which you can also request at any ABANCA branch.

If you wish to file a complaint and:

You are a customer of ABANCA or the Insurance Brokerage, click here.

You are a customer of ASF - ABANCA Servicios Financieros, click here.

If you have any questions or want to exercise any right related to the processing of your personal data, please consult our privacy policy.

The Customer Service has a maximum period of 1 month in general and 15 business days in the case of complaints about payment services to resolve complaints in accordance with its operating regulations. In case of disagreement with the resolution or if the indicated period has elapsed without any decision being issued, you may submit your complaint to the claims services of the supervisors mentioned below:

However, if you wish to make an inquiry or suggestion about the products and services of ABANCA Corporación Bancaria, S.A., we recommend that you use this form.

Insurance

ABANCA Vida y Pensiones

ABANCA Vida y Pensiones de Seguros y Reaseguros, S.A.U has its own Customer Service that handles complaints and claims addressed to this entity. In addition, you can consult the regulation that governs it and submit complaints or claims through the following means:

By postal mail: sending a signed letter indicating the specific reason for your disagreement, along with a copy of your National Identity Document to the following address:

ABANCA Vida y Pensiones
Customer Service
Avenida de la Marina, n.º 1, 3ª, 15005. A Coruña (A Coruña)
By email: To the following address: sacvidaypensiones@abancaseguros.com. The message must include a signed document stating: your full name, postal address, your Identity Document, and an explanation of the reason for your disagreement and your specific request.
At any ABANCA Corporación Bancaria, S.A. branch, where you can submit the following complaint form for internal use or submit your own written document that meets the formal requirements of the Customer Service Regulation.

Regardless of the means of communication, the Customer Service, in accordance with its operating regulations, has a maximum period of 1 month to resolve complaints.

In case of disagreement with the resolution or if the indicated period has elapsed without ABANCA Vida y Pensiones de Seguros y Reaseguros having issued any decision, you may submit your complaint in a second instance to the Customer and Participant Ombudsman of the Company: D.A. Defensor, S.L., C/Julian Camarillo, 29, Ed 2, 4th floor, left. 28037, Madrid, with email reclamaciones@da-defensor.org, who will have a period of 2 months from the receipt of your complaint by the Company's Customer Service to issue a decision, which, if favorable to the complainant, is binding on the Company. If this period elapses without a decision from the Customer and Participant Ombudsman, or if the decision is unfavorable to the complaint, you have the right to contact the Complaints Service of the Directorate General of Insurance and Pension Funds located at Pº de la Castellana 44, 28046 Madrid.

Remember, if you submit the complaint or claim through a third party representing you, this representation must be duly accredited by any means accepted by law.

ABANCA Seguros Generales

On the other hand, ABANCA Generales de Seguros y Reaseguros, S.A. (hereinafter, the Company) has its own customer service, which you can contact at Avenida Linares Rivas nº 30, 3º (15005 A Coruña). In addition, you can consult the regulation that governs it and submit complaints or claims addressed to this entity at any ABANCA Corporación Bancaria, S.A. branch.

In case of disagreement with the resolution adopted by the Company's customer service, you may submit your complaint in a second instance to the Company's Customer Ombudsman: D.A. Defensor, S.L., C/ Velázquez, 80, 1ºD, 28001 Madrid, with email reclamaciones@da-defensor.org, who will have a period of 1 month from the receipt of your complaint by the Company's Customer Service to issue a decision, which, if favorable to the complainant, is binding on the Company. If one month has passed since the submission of the complaint or claim and it has not been resolved, its admission has been denied, or you are not satisfied with the response received, you may contact the Complaints Service of the Directorate General of Insurance and Pension Funds, located at Pº de la Castellana 44, 28046 Madrid.