Complaint to a bank's customer service department (Spain)
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For a customer of a bank in Spain with a problem over fees, charges, cards, transfers or any other product who wants to complain in writing. It is the compulsory first step: the customer service department has fifteen working days for payment services and one month otherwise; if it does not reply or rejects the complaint, the next step is a complaint to the Banco de España, on its own form. The letter sets out the facts, states what is requested and invites negotiation (Organic Law 1/2025). Hand it in at the branch against a stamped copy, use the bank's online channel, or send it by burofax. In Spanish.
- Made for use in Spain
- Last updated October 20, 2026
Published byDocMuse
When to use this document
- Your bank in Spain charged you a fee you do not understand and the branch explains nothing.
- You made a transfer in Spain that never arrived and the bank gives you no answer.
- The bank will not refund an unauthorised card payment and you want to complain in writing.
- You want a written complaint to a bank's customer service department in Spain.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Sender's DNI or NIE (Spanish identity number)
- How the letter is sent (printed above the recipient)
- Bank
- Postal address of the bank or its branch, as the bank publishes it
- City
- Date
- IBAN or contract number
- Date of the events
- What happened (product, amounts, dates, contacts with the bank)
- What you ask the bank for (e.g. a refund of a stated amount)
Common questions
- Why must a complaint first go to the bank's customer service in Spain?
- Because it is compulsory: the Banco de España only admits a complaint if it was first made to the bank's customer service department or customer ombudsman, and the bank did not admit it, rejected it or failed to answer in time. That time is fifteen working days for payment services, one month for consumers otherwise, and two months for non-consumers. Keep the stamped copy or the receipt showing the filing date.
- What can you do in Spain if the bank does not answer or rejects the complaint?
- Complain to the Banco de España, which has its own form and accepts it through its online office, at its branches or by post. You do not need DocMuse for that. Enclose the complaint to the bank and its reply, if any; the deadline is one year from your complaint to the bank. Its report does not bind the bank. Investments go to the CNMV, insurance to the Directorate-General for Insurance and Pension Funds, and personal data to the AEPD.
- How is the complaint lodged with the bank in Spain so that there is a record?
- At the branch, asking staff to stamp and date your copy; through the bank's online complaints channel, keeping the receipt; or by burofax with certified content, which also proves the attempt to negotiate if you later want to sue the bank (Organic Law 1/2025). Consumer associations such as OCU and FACUA also publish free model complaints.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
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