As an Electronic Money Institution, UNNAX has a Customer Service in accordance with Order ECO/734/2004 of 11 March on customer care departments and services and the customer ombudsman of financial institutions (“Order ECO/734/2004”), as well as the Supervisory Guide on the organisation and operation of customer services of institutions supervised by the Banco de España (“Guide”).
The Customer Service Department is available for filing complaints if you consider that UNNAX has failed to comply with any of its obligations in the provision of its services.
You can also consult the Regulation governing this service here.
UNNAX Customer Service provides the following communication channels for complaints and queries:
UNNAX will respond to all complaints on paper or another durable medium within a maximum period of fifteen (15) working days from receipt of the complaint.
In exceptional situations where a response cannot be provided within fifteen (15) working days for reasons beyond UNNAX’s control, an interim response will be sent explaining the reasons for the delay and specifying the deadline for the final response, which shall not exceed one month.
If the response received from UNNAX is not satisfactory, you may file a complaint with the Banco de España, the authority supervising UNNAX’s compliance as an electronic money institution.
You can submit your complaint through the following channels:
Banco de España Department of Entity Conduct C/ Alcalá 48 28014 Madrid
You may also submit your complaint through the Banco de España website using the following link:
Claims and inquiries regarding transparency regulations and good banking practices
In such cases, the competent authority must inform you of alternative dispute resolution procedures, without prejudice to your right to bring a claim before the courts in accordance with Spanish procedural law.
In compliance with article 9 of Order ECO/734/2004, below is a list of the regulations governing UNNAX obligations regarding transparency and customer protection.