SAC will resolve the complaint or claim by means of a reasoned decision, within two (2) months from the date of filing, reporting the decision to the person concerned in writing within ten (10) days from the resolution.
Disagreement with the resolution or lack of response
Department of Market Conduct and Claims (Bank of Spain)
How shall be filed a complaint or claim?
The submission of complaints or claims may be made in person or through a rep-resentative, on paper or by computer, electronic or telematic means, provided that they allow reading, printing and saving the documents.
The procedure shall commence with the submission of a document stating the following:
Name and address of the person concerned and, if necessary, of the person representing him/her properly accredited; ID card for individuals and data relating to its public register and tax identification number for legal entities.
Reason of the complaint or claim, clearly specifying the facts on which the decision is requested.
The department where the events, subject of the complaint or claim, have taken place.
That the claimant has no knowledge that the subject matter of the complaint or claim is being substantiated through an administrative, arbitral or judicial proceeding.
Place, date and signature.
In addition to the previous documents, the claimant must submit any documen-tary evidence in his/her possession that substantiates the complaint or claim.
Where shall be submitted a complaint or claim?
Complaints and claims may be submitted to Customer Service.
- E-Mail: firstname.lastname@example.org
- Postal Mail Worldwide Payment Systems, S.A.U.
INSUR Bldg. Diego Martínez Barrio 10, 4th floor
41013 Seville, Spain
- In Person
For any regular production support questions, requests can be submitted by clicking on the ‘Contact us’ link placed on the top right corner of our web portal.
When can you file complaint or claim?
Complaints and claims may be submitted to Customer Service no later than two (2) years from the date customer is aware of the facts on which they want to present the complaint or claim.
Reasons for which a complaint or claim are not admissible
A complaint or claim may not be accepted for processing if any of the following reasons occurs:
When essential data is omitted to process the complaint or claim, including cases in which the subject of the complaint or claim is not specified.
When trying to process a complaint or claim, appeals or actions of which administrative, arbitral or judicial bodies are aware, or if the claim is pending of resolution or litigation or the matter has already been resolved in those instances. If SAC is aware of simultaneous processing of a complaint or claim, in an administrative, arbitral or judicial proceeding on the same matter, SAC should refrain from admitting it or, if it had already started an investigation, from continue it.
When the facts, reasons and request on which the issues in the complaint or claim are based, do not refer to specific transactions or do not conform to the requirements set out in Article 5 of this Regulation (for example, claims regarding working relationships between the entity and its employees)
When presented complaints or claims repeat facts included in other complaints or claims previously resolved, submitted by the same client in relation to the same events.
When the deadline for the filing of complaints and claims provided in this Regulation has elapsed.