Client Service

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The Customer Service Centre is required to attend to every complaint and claim it receives, either directly or indirectly or via proxy, from any natural or legal person who qualifies as a user of the financial services provided by Banca Civica.

You can make your complaint or claim through the following methods:

At our branches: the staff at your usual branch are available as the first step in responding to your complaint or claim.
Should this avenue be exhausted without a satisfactory resolution, the same branch will help you lodge a formal complaint or claim to the bank's Customer Service Centre.
In writing:
- By post, providing your full name, address, national identity document, the reason for the complaint or claim and a signature. Check the submission requirements.
- You can also use the claim form that can be printed here (98Kb).

In both cases, you can send your correspondence to the customer service postal address of the relevant bank, to facilitate the correct handling of your complaint or claim.

BANCA CÍVICA	CAJASOL	CAJA NAVARRA*	CAJACANARIAS	CAJA DE BURGOS
Servicio de Atención al Cliente Pº de Recoletos, 37 28004 Madrid	Servicio de Atención al Cliente Pl. de San Francisco, 1 41004 Sevilla	Servicio de Atención al Cliente Avda. de Carlos III, 8 31002 Pamplona (Navarra)	Servicio de Atención al Cliente Patriotismo, 1 38002 Sta. Cruz de Tenerife	Servicio de Atención al Cliente Pl. de la Libertad s/n (Casa del Cordón) 09004 Burgos

BANCA CÍVICA

CAJASOL

CAJA NAVARRA*

CAJACANARIAS

CAJA DE BURGOS

Servicio de
Atención al Cliente
Pº de Recoletos, 37
28004 Madrid

Servicio de
Atención al Cliente
Pl. de San Francisco, 1
41004 Sevilla

Servicio de
Atención al Cliente
Avda. de Carlos III, 8
31002 Pamplona (Navarra)

Servicio de
Atención al Cliente

Patriotismo, 1
38002 Sta. Cruz de Tenerife

Servicio de
Atención al Cliente
Pl. de la Libertad s/n (Casa del Cordón)
09004 Burgos

* If the complaint or claim is related to Caja Navarra and involves any of the Navarre, Basque Country, Aragon or La Rioja branches, you must send the correspondence to the Navarre postal address (Avda. de Carlos III, 8 31002 Pamplona -Navarra). If the matter originates in any other province, please address the correspondence to Pº de Recoletos, 37, 28004 Madrid.

Electronically: by completing the claim form and sending it.

Once these avenues have been exhausted, you can submit your complaint or claim to any Financial Supervisors Claims Service:

Servicio de Reclamaciones del Banco de España, calle Alcalá 48, 28014 Madrid.
Oficina de Atención al Inversor de la Comisión Nacional del Mercado de Valores, calle Miguel Ángel 11, 28010 Madrid.
Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones, Pº de la Castellana nº 44, 28046 Madrid.

Banca Civica has made available the “Reglamento para la Defensa del Cliente del Grupo Banca Cívica” (Banca Civica's Client Protection Regulations) (110,5Kb) with references to Normativa de Transparencia y Protección del Cliente de Servicios Financieros (Financial Services Transparency and Client Protection Standards) (45Kb).