Bankia Customer Care Service

Bankia S.A. and its Group offer its clients a Customer services, body regardless of the internal organisation, separated from remaining commercial services and operations, that takeover its decisions independently.

This Service has the function of attend and solve the presented claims or complaints, directly or for representation, by individuals or institutions, Spanish or foreigners, users of the Bank or of the companies of its Group to those which its field of action is spread, that they advert to its rights or legitimate interests related to operations, contracts or financial services lent. The maximum term of resolution is of two months from the presentation of the corresponding written of claim or complaint.

In any event, prior to filing a claim before any of the Commissioners for the Defence of Financial Services Customers, it is essential that the complaint have first been addressed to the Customer Care Service.

Claims

Recuerda that to communicate us some possible incidence in the service, consult us or suggest us which you wish, can select the options of Enquiries and Incidencesor Suggestions.

If you consider that Bankia has broken some legal commitment or negotiated documentalmente, you remember your right to present a claim before the Customer services, before any branch or telemáticamente, in the e-mail address and/or postcard and via following means:

• In our Branches: we are at your disposal to resolve your complaints, first and foremost.
• In writing: through letter or using if it wish the form of claims that you will be able to find in any of our branches, being its voluntary use. Additionally can Download the form (DOC, 100 kB) and print it, and, once completed, deposit it in any of our branches or send it to the following address (via postal mail, electronic or fax):
  
  Bankia, S.A.>/span>
  Customer services
  Pº of the Castilian 189
  28046 Madrid
  Fax 91 379 22 95
  E-Mail: atencionalcliente@bankia.com
• On The internet: if you are user of Online Bankia you can present your claim via this service channel. Previously, your username and password identification will be required.