Grievances and claims
CaixaBank has a multi-channel, easy-access Customer Service in place. It hears and resolves grievances and claims relating to the products and services marketed and sold by CaixaBank and received from customers of CaixaBank and those Group companies adhered to the service. The Customer Service functions as a first resort, hearing claims before they are passed on to the relevant supervisory body (Bank of Spain, National Securities Market Commission and/or Directorate-General for Insurance and Pension Funds).
It acts separately of the commercial and sales services and possesses independent judgment and decision-making criteria. It is adept at complying with customer protection law and regulations, regulatory requirements and best practices.
Customer Service Team
Enquiries and reputational matters
The Customer Service is supported by the Customer Service team, which handles enquiries, customer requests and grievances related to quality of service and reputational matters from a corporate standpoint
Customers have a number of services at their disposal through the various channels in place:
Mortgage Customer Service
Service launched in 2013 to address the needs of Bank customers whose main home is subject to foreclosure or other mortgage proceedings. Customers can call a 24-hour freephone number to discuss:
It is a service that has the customer's best interests at heart, working in close collaboration with ”la Caixa” in a bid to help more vulnerable customers through the Incorpora and Caixaproinfancia progammes.