Customer Service

Bankinter's customers can address all their complaints and claims about the Bank to the Customer Service Department, whose aim is to ensure appropriate attention, resolution and communication for the customer. In order to improve the service given, in 2014 this department incorporated new indicators for the Bank's products and services and optimised communication channels (branch office, website, telephone, SMS, e-mail and fax).

In 2014 the number of complaints and claims handled by the Customer Service Department fell by 12.03% against 2013, to 5,083, of which 47.6% were resolved in less than 48 hours. Claims of a financial nature numbered 4,121, of which 52.8% were resolved in the customer's favour.

Relative to the Bank's volume of transactions, the number of complaints and claims fell to 2.19 per million transactions.

As well as the Customer Service Department, customers can also send complaints and claims to a body independent of the Bank, namely the External Ombudsman, either because they disagree with the way Customer Service has resolved an issue, or because they simply prefer to address this body directly.

Eloy Antonio López Hernández
Avda. de Bruselas , 12
28108 Alcobendas ( Madrid)
Tel.: 900 802 081
Fax: 91 623 44 21
ealopez@bankinter.es

Additionally, in the event of customers disagreeing with the responses received, they can address their complaints to the Complaints Department of Banco de España.

Customer Service

Bankinter's customers can address all their complaints and claims about the Bank to the Customer Service Department, whose aim is to ensure appropriate attention, resolution and communication for the customer. In order to improve the service given, in 2014 this department incorporated new indicators for the Bank's products and services and optimised communication channels (branch office, website, telephone, SMS, e-mail and fax).

In 2014 the number of complaints and claims handled by the Customer Service Department fell by 12.03% against 2013, to 5,083, of which 47.6% were resolved in less than 48 hours. Claims of a financial nature numbered 4,121, of which 52.8% were resolved in the customer's favour.

Relative to the Bank's volume of transactions, the number of complaints and claims fell to 2.19 per million transactions.

As well as the Customer Service Department, customers can also send complaints and claims to a body independent of the Bank, namely the External Ombudsman, either because they disagree with the way Customer Service has resolved an issue, or because they simply prefer to address this body directly.

Eloy Antonio López Hernández
Avda. de Bruselas , 12
28108 Alcobendas ( Madrid)
Tel.: 900 802 081
Fax: 91 623 44 21
ealopez@bankinter.es

Additionally, in the event of customers disagreeing with the responses received, they can address their complaints to the Complaints Department of Banco de España.