Corporate responsibility

Responsible business

Customer Service

Customer Service 

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:

  • Form available at, under the Customer Service or Claims sections of the site
  • Freephone number: 900 40 40 90
  • E-mail:
  • CONTACT US document available from any branch
  • Twitter account: @CABK_Responde
  • WhatsApp: 626789079
  • Facebook


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:

  • doubts regarding the procedure to follow
  • post-foreclosure concerns
  • personal worries or dire family or household situations

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.

  • Freephone number of the Mortgage Customer Service: 900 100 072