Contact Us

Customer satisfaction is of paramount importance to us, so please let us know if you are not happy with any aspect of our service. We assure you that we will do our best to put matters right as quickly as possible. Firstly, please allow us the opportunity to resolve the issue through our official complaints procedure. In the unlikely event that you are not happy with the outcome, you may be able to complain to the Defensor del Cliente del Banco de España 

How can I make a complaint?

If you already have a customer relationship with Moneycorp, please speak to your usual contact with any queries (e.g. your dealer) as they are likely to be in the best position to assist. Alternatively, you can contact us via any of the methods listed below.

Online:

Send us your complaint via email to SAC2@moneycorp.com

Telephone: +34 911 233 383

Write to us at: 

Moneycorp Technologies Limited, succursal en España

Calle Núñez de Balboa 35-A,

3rd floor B, 

Madrid, 

28001 

Spain

What will happen next?

Your complaint will be passed to the relevant department and you can expect an initial acknowledgement of your complaint within 5 business days from the date this is received by Moneycorp.

For all complaints regular updates will be provided no longer than 15 business days business days, starting from the date the complaint was made.

For all complaints where the matter cannot be resolved within 35 business days from the date the complaint was received, Moneycorp will inform the complainant of the anticipated time frame the complaint will be resolved.

Once the complaint has been resolved Moneycorp will issue a letter to the complainant. This response will include:

• The outcome of the investigation;

• Where applicable the terms of any offer or settlement being made;

• If the complainant is unsatisfied with the remediation of the complaint, the complainant can refer the matter to Defensor del Cliente del Banco de España or Servicio de Reclamaciones de la CNMV.

What if I am still unhappy?

We aim to resolve complaints internally. However, if you are not satisfied with our final response you have the right to refer your complaint to the Defensor del Cliente del Banco de España or Servicio de Reclamaciones de la CNMV.

You can submit a complaint, if you are a consumer, which means:

1. a private individual - e.g. a personal account holder

Or, subject to certain turnover limitations:

1. a limited company

2. a Sole Trader

3. a Trust

4. a Club

5. a Charity

6. a Partnership

And you are:

• a customer of the financial service provider,

• a person to whom the provider has offered the service, or

• a person who has sought a financial service from the provider

You can also make a complaint if you are:

• a surviving dependant of a consumer

• a legal personal representative of a deceased consumer

• a widow, widower or surviving spouse or civil partner of a deceased consumer

• any person who is contractually entitled to benefit from a long-term financial service

• an employee or a former employee entitled to benefit from an income continuance plan

• a consumer who was, in relation to a credit agreement, a customer of the financial service provider in a case where a credit servicing firm undertakes credit servicing in respect of the credit agreement concerned

By post, sending the complaint to:

Banco de España

Departamento de Conducta de Entidades

c/ Alcalá, 48

28014 Madrid

In person, in Madrid, or at any of its branches

Website: How to make a complaint - Procedures - For citizens - Banco de España (bde.es)

Complaints to CNMV Servicio de Reclamacions must contain required information (available in CNMV website) and can be made electronically through CNMV Online platform using a digital certificate or e-ID or with user and password filling the online form; or filling the PDF form available at CNMV´s website and that must be submitted to Servicio de Reclamaciones: C/ Edison, 4, 28006 Madrid – C/ Bolivia 56, (4ª Planta) 08018 Barcelona.

The investor has the option to call the Service on 900 535 015 availble Monday to Friday 9:00 - 19:00 CET Time.

Website: https://cnmv.es/