Customer Care Service

The Bank of New York Mellon SA/NV, Sucursal en España

 

 

THE BANK OF NEW YORK MELLON SA/NV, SUCURSAL EN ESPAÑA (the Branch) has a Customer Care Service which is responsible for safeguarding and protecting the rights and interests of customers, as well as for ensuring that relations between the Branch and its customers always meet the requirements of good faith, fairness and mutual trust. Claims and complaints raised by its customers will be settled under the provisions of Order ECO/734/2004 and the Customer Care Service Regulation accessible here.

 

 

Claims and complaints can be addressed to the Customer Care Service at:

 

The Bank of New York Mellon SA/NV
Sucursal en España
Att: Customer Care Service
Calle Jose Abascal 45, Planta 4ª
28003 Madrid
Email: atencion.cliente.sucursalmadrid@bnymellon.com

 

 

Acknowledgment

The complainant should be receiving an acknowledgment of receipt of his complaint within 10 days after you have issued it. 

 

Escalation

Once the claim has been filed with the Claims Service and Customer Service and if the response is not satisfactory or no answer is received after one month from the presentation of the claim, the complainant may submit a claim to the Claim Services of the Bank of Spain or the Securities Market Commission (where relevant, after accrediting that the required term has elapsed) at:

 

Claim Service of the Bank of Spain 
calle Alcalá, 48

28014, Madrid

 

Claim Service of the Securities Market Commission 
calle Edison, 4

28006, Madrid

 

Claims thereto may be also submitted on electronic format. Further information is available at: 

 

https://clientebancario.bde.es/pcb/es/menu-horizontal/podemosayudarte/consultasreclama/comorealizarrecl/

 

 

 

Before submitting a claim to the Claim Services of the Bank of Spain or the Securities Market Commission, it will be required to accredit that a claim or complaint has been previously submitted to the Customer Care Service of the Branch, justifying that the relevant term has elapsed without outcome or that the customer disagree therewith.

For further information about the Claim Services of the Bank of Spain or the Securities Market Commission, please see Order ECC/2502/2012, of November 16.