Complaints about our service

We want to provide our customers with the highest level of service possible. Our most important feedback comes from you, the customer. Your feedback allows us to continually improve our level of customer service.

How to make a complaint.

If you, as our customer, are unhappy about any aspect of the service you have received and wish to make a complaint, you can contact our branch and speak to a member of staff, preferably your relationship manager. However, if you wish to make a formal complaint you would need to send a letter to the Complaints Service Department at:

CaixaBank, S.A. Zweigniederlassung Deutschland
Complaints Service Department
Neue Mainzer Strasse 66-68
60311 Frankfurt am Main

Please provide as much information as possible about your complaint, including:

A description of your complaint.

Your bank account details.

Your contact details.

What you suggest could be done to put things right.

Copies of any supporting documentation you have.

No costs.

We will not charge you in any way for making or processing a complaint.

Next steps.

We will make all reasonable efforts to resolve the matter, and we will aim to provide you with a response to your complaint within 15 business days upon receipt of your complaint. If we are not able to respond to your complaint within 15 business days, we will let you know accordingly and will keep you updated as to the progress and estimated duration of our investigation. In any case, we will provide you with our final response to your complaint no later than within 35 business days upon receipt of your complaint.

How we will investigate your complaint.

We will investigate your complaint as quickly and efficiently as we can. We will look at the facts of your case based on the evidence available to us and determine a fair and reasonable outcome. We aim to be as diligent and impartial as possible, and we will always try our utmost to put things right for you. We might require more information about your complaint, in which case we will contact you or any other person we need to. If we need to disclose your personal data for the purposes of our investigation, we will ask for your permission first. Where relevant, we will consider similarities with other complaints we have received and applicable regulatory guidance in investigating your complaint.

What if you are not happy with our final response to your complaint?

Our final response to your complaint will set out the findings of our investigation and offer remedial action when considered appropriate. If we reject your complaint, we will give you our reasons for such rejection. Under certain conditions, you may also make a complaint to BaFin via mail to Graurheindorfer Straße 108, 53117 Bonn, Germany, or via fax to + 49 (0)228 4108-1550, or to any competent arbitration board.