Caixabank, S.A. United Kingdom Branch wishes to provide its customers with a service of the highest standard possible. Our most important feedback comes from you, the customer. Your comments enable us continually to improve our level of customer service.
How to make a complaint:
If you, as a customer of Caixabank, S.A. UK Branch, are unhappy about any aspect of the service you have received and wish to make a complaint
Complaints Service Department
Caixabank, S.A. UK Branch
St. Mary Axe 63
London EC3A 8AA
Please give us as much information as you can about your complaint including a description of your complaint and account details, your contact details, what you think we should do to put things right and provide copies of any supporting documentation if you have this available.
We will not charge you for making a complaint against us.
Once we receive your complaint we will send you a written acknowledgement of receipt. We will do this within one (1) business day from the date the complaint is received by us.
A complaint received on any day other than a business day, or after close of business on a business day, may be treated as received on the next business day.
We will try to complete our investigation as quickly as we can and will aim to provide you with a final response to your complaint within seven (7) business days of having sent you our acknowledgement letter. This may not be possible in all cases, however, as your complaint may be particularly complex and require more time.
If we are unable to complete our investigation within seven (7) business days then we will let you know this and will keep you updated as to the progress of our investigation.
In any case we will send you our final response no later than eight (8) weeks after we received your complaint.
How we will investigate your complaint.
We will investigate your complaint as quickly and efficiently as we can. We will look at all the facts of your case on the basis of all the evidence available to us and determine a fair and reasonable outcome. We aim to be as competent, diligent and impartial as possible and we will always try our utmost to put things right for you.
We may need to ask for more information about your complaint, in which case we will contact you or any other person we need to, to request such further information. If we need to disclose your personal information to someone else for the purposes of investigating your complaint, we will ask for your permission first.
We will also take into account similarities with other complaints we have received, applicable regulatory guidance and relevant decisions of the Financial Ombudsman Service in investigating your complaint.
What is a final response?
A final response is our written response setting out the findings of our investigation into your complaint and offering redress or remedial action where we consider appropriate. If we reject your complaint we will give you our reasons for doing so. If a customer in the United Kingdom is eligible to complain to the UK Financial Ombudsman Service, you may refer your claim to the Financial Ombudsman Service if you are dissatisfied with our response leaflet. If you wish to refer your complaint to the Financial Ombudsman Service then you must do so within six months from the date of our final response.
If a customer in the United Kingdom is eligible to complain to the UK Financial Ombudsman Service, then the relevant contact details of Financial Ombudsman Service’s are:
+44 (0)20 7964 1000
020 7964 1001
The Financial Ombudsman Service
London E14 9SR