Bank of America Europe DAC, Sucursal en España has a Customer Service Department responsible for handling and resolving complaints submitted by clients in relation to their legally recognized interests and rights, in accordance with applicable Spanish regulations.
Clients may contact the Customer Service Department through the following channels:
Postal address:
C/ Marqués de Villamagna 3, Planta 8
Torre Serrano
28001 Madrid
Spain
Email address:
EMEA.MadridClientComplaints@bankofamerica.com
Complaints may be submitted in writing, including by electronic means, and mechanisms are in place to ensure the proper registration and recordkeeping of all communications and their contents.
The Branch is committed to handling and resolving complaints within one month from receipt. Complaints relating to payment services will be handled within the timeframes established under Article 69 of Royal Decree-Law 19/2018.
Clients may request updates regarding the status of their complaint at any time through the contact channels indicated above.
Resolutions will be communicated in writing, either in paper format or by electronic means, as appropriate.
The Rules of Procedure governing the Customer Service Department are available here:
Customer Protection Regulations – BofA Europe DAC, Sucursal en España
Applicable transparency and customer protection regulations in relation to financial services include, among others:
- Law 44/2002, of 22 November, on Financial System Reform Measures (Articles 29 and 30)
- Order ECC/2502/2012, of 16 November, regulating the procedure for filing complaints before the complaints services of the Bank of Spain, CNMV and DGSFP
- Law 7/2017, of 2 November, incorporating into Spanish law Directive 2013/11/EU on alternative dispute resolution for consumer disputes
- Order ECO/734/2004, of 11 March, on customer service departments and customer ombudsman of financial institutions
- Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent financial measures
- Law 10/2014, on the organization, supervision and solvency of credit institutions
- Order EHA/2899/2011, of 28 October, of the Ministry of Economy and Finance, on transparency and protection of banking services customers.
- Circular 5/2012, of 27 June, of the Bank of Spain, addressed to credit institutions and payment service providers, on transparency of banking services and responsible lending.
This list is not exhaustive. It is intended to provide an overview of the main applicable regulations. Additional requirements may apply.