Customer Service

You can request a complaint form at any of our branches or download it here.

Customers may submit their complaints to the Customer Service Department at Paseo de Castellana, 257, 28046, Madrid, by sending an email to atencioncliente@aresbank.es or at any of the Aresbank branches.

The Customer Service Department has a maximum period of 1 month in general and 15 working days in the case of complaints about payment services to resolve complaints in accordance with its operating regulations. In the event of disagreement with the resolution or if the indicated period has elapsed without a decision having been issued, the customer may lodge a complaint with the complaints services of the supervisors.

01 Regulations

Aresbank,S.A. Customer Service Regulations.

02 Supervisors’ Complaints Services

Complaints can be addressed to the Complaints Service of the Bank of Spain (Calle de Alcalá, 48, 28014, Madrid). Further information can be found at the following link.

Before resorting to the aforementioned service, the regulations require the customer to justify having previously contacted the Bank’s Customer Service Department.

03 General Regulations on Consumer Protection and contracting conditions

• Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users and other complementary laws.
• Law 7/1998, of 13 April, on general contracting conditions.
• Law 7/2017 of 2 November 2017 transposing Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters.

04 General regulations on banking services

• Order EHA/2899/2011 of 28 October 2011 of the Ministry of Economy and Finance on transparency and customer protection in banking services.
• Banco de España Circular 5/2012 of 27 June 2012 to credit institutions and payment service providers on transparency of banking services and responsibility in the granting of loans.
• Order ECE/228/2019 of 28 February on basic payment accounts, payment account transfer procedure and comparison website requirements.

Customer service

• Law 44/2002 of 22 November 2002 on measures to reform the financial system, as amended by Law 2/2011 of 4 March 2011 on sustainable economy.
• Order ECO/734/2004 of 11 March 2004 on customer service departments and services and the customer ombudsman of financial institutions.
• Order ECC/2502/2012 of 16 November regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General for Insurance and Pensions.

05 Payment Services

• Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent financial measures.
• Order EHA/1608/2010 of 14 June 2010 on transparency of conditions and information requirements applicable to payment services.
• Regulation (EU) 260/2012 of the European Parliament and of the Council of 14 March laying down technical and business requirements for credit transfers and direct debits in euro and amending Regulation (EC) 924/2009.