Contact us

Contact us

Call us on: +3491 4566 100 Financial Services Compensation Scheme

General enquiries

Address

HSBC Bank plc Sucursal en España
Torre Picasso planta 33,
Plaza Pablo Ruiz Picasso 1,
Madrid 28020
Spain

Telephone

+3491 4566 100

Fax

+3491 4566 200

Complaints

 

CUSTOMER SERVICE

In case you consider to file a claim related to the service received or derived from your relationship with HSBC Spain, you may contact our Customer Service through any of the following channels:

 

Postal mail

Servicio de Atención al Cliente
HSBC Bank plc Sucursal en España
Torre Picasso planta 33,
Plaza Pablo Ruiz Picasso 1,
Madrid 28020
Spain

Telephone

+3491 4566 100

E-mail

 

In accordance with Order ECO/734/2004, dated March 11th 2018, on financial entities’ customer service departments and ombudsman, our Customer Service shall attend and solve claims and complaints filed by our customers that are related to their interests and rights legally established, and that are consequence of the services provided by HSBC. Such claims and complaints must be solved within the maximum period of 2 months from their date of reception.

Customer Service’s activity is regulated under our Customer Service Regulation (Reglamento de Servicio al Cliente), which can be found here (PDF, 145KB).

In case of non-conformity with the resolution notified, the claimant may revert to the relevant complaints service depending on the subject matter:

-Banco de España: Departamento de Conducta de Mercado y Reclamaciones (c/ Alcalá, 48, 28014, Madrid). You may download the complaints form here.

-Comisión Nacional del Mercado de Valores: Departamento de inversores (c/Edison, nº 4, 28006, Madrid). You may download the complaints form here.

Regulations on Transparency and Financial Services Customer Protection
(for informative, non-exhaustive purposes):

• Law 44/2002, dated November 22nd, on financial system reform measures.
• Order ECO/734/2004, dated March 11th, on financial entities' customer service department, and ombudsman.
• Law 16/2009, dated November 13th, on payment services.
• Order EHA/1608/2010, dated June 14th, on transparency of conditions and information requirements that are applicable to payment services.
• Directive 2007/64/EC of the European Parliament and of the Council of 13 November 2007 on payment services in the internal market amending Directives 97/7/EC, 2002/65/EC, 2005/60/EC and 2006/48/EC and repealing Directive 97/5/EC.

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