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Customer Service

This service will deal with any complaints or claims that you wish to put forward. To submit a complaint or claim, please download this Contact form  You can send your complaint or claim to us by post to the following address:

Postal address:
Servicio de Atención al Cliente
Centro Banco Sabadell
Polígono Can Sant Joan
Sena, 12
08174, Sant Cugat del Vallés

Or you can send it to us by email, via SAC@bancsabadell.com, provided that you use this complaint channel pursuant to that set forth in current legislation on electronic signatures.

All complaints and claims must be submitted in accordance with the "Banco Sabadell Regulation for the Protection of Customers and Users of Financial Services".

This regulation complies with the guidelines set forth in Order ECO/734/2004 of 11th March, and its related legislation, on customer care departments and ombudsman services of financial institutions.

Banco Sabadell has a Financial Ombudsman, whose operation is governed by the Regulation of the Financial Ombudsman. Our current Financial Ombudsman is José Luís Gómez-Dégano y Ceballos-Zúñiga, whose offices are located at Calle Raimundo Fernández Villaverde no.61, 8º derecha – 28003 Madrid. Email oficina@defensorcliente.es.

Any complaints or claims submitted by participants or beneficiaries of individual pension plans managed by BanSabadell Pensiones, E.G.F.P. should be submitted to the Pensions Ombudsman, Pilar Puerta Barrenechea, whose offices are located at Calle Conde de Aranda no. 15, 2º Derecha, 28001 – Madrid. Email: pbabogados@telefonica.net, in accordance with the Regulation of the Pensions Ombudsman.

Once submitted to the Customer Care Service, the Financial Ombudsman or the Pensions Ombudsman, complaints put forward by consumers will be resolved within a period one (1) month from the date they are received.

However, complaints related to payment services and arising from the rights and obligations envisaged in Titles II and III of Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent measures relating to financial matters raised by users qualifying as consumers or micro-entities, shall be resolved within a period no longer than fifteen (15) business days from the date they are received. In the event of any exceptional circumstances arising for reasons beyond the control of the Customer Care Service, the Financial Ombudsman or the Pensions Ombudsman, of which the customer shall be duly notified in a prior preliminary response, the resolution period of the complaint or claim may be extended to one (1) month.

Complaints submitted by those not qualifying as consumers shall generally be resolved within a period of two (2) months from the date they are received.

Once the complaint or claim has been submitted, if the claimant is unhappy with the result or has not received a response within the periods indicated in the preceding paragraphs, they may contact the following Complaints Services of the Financial Supervisor, depending on the matter in question, by downloading and completing the corresponding form:

Bank of Spain (form)

National Securities Market Commission (form)

General Directorate of Insurance and Pension Funds (form)

However, matters should not be referred to the above complaints services if more than one (1) year has passed since filing the complaint or claim with Banco Sabadell or its Customer Care Service, Financial Ombudsman or Pensions Ombudsman.

Pursuant to the provisions set forth in Regulation (EU) no. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes, the link below has been included through which consumers can access the online dispute resolution platform developed by the European Commission and submit their disputes in order to resolve any dispute or controversy related to online services http://ec.europa.eu/odr.