Complaints

In response to the requirements of Order ECO/734/2004 of 11 March on customer service departments and services and the customer ombudsman of financial institutions, GRUPO TASVALOR, S.A. has a Customer Service Department to which customers or users of appraisal services may apply to make a complaint or claim.

Customers of GRUPO TASVALOR, S.A. are entitled to submit complaints or claims free of charge to the Customer Service Department on the matters and subject to the rules set out in the Customer Protection Regulation, as this service is responsible for handling and resolving the complaints and/or claims that customers submit in relation to their legally recognised interests and rights arising from service contracts with GRUPO TASVALOR, S.A., from customer transparency and protection rules or good practices, and from the principle of fairness.

Processing complaints or claims before the Customer Service Department and the Bank of Spain's Market Conduct and Complaints Department is incompatible with any other route involving judicial or administrative proceedings; and submitting a complaint or claim to the Customer Service Department is a prior and mandatory step before submitting it to the Bank of Spain's Market Conduct and Complaints Department.

Complaints or claims must be submitted, in person or through an accredited representative, in writing to the Customer Service Department at the following address:

Electronic communications must meet the requirements of Law 59/2003 of 19 December on electronic signatures.

GRUPO TASVALOR, S.A. will resolve the complaints received within two months of their submission to the Customer Service Department, provided they are made in accordance with the Customer Protection Regulation of GRUPO TASVALOR, S.A. (in Spanish).

If the complainant disagrees with the decision of the Customer Service Department, they may apply to the Bank of Spain's Market Conduct and Complaints Department, whose details are listed below:

To regulate the activity of the Customer Service Department, preserve the trust of our customers and offer them an adequate level of protection that resolves complaints and claims as satisfactorily as possible, the Board of Directors of GRUPO TASVALOR, S.A. has approved the current Customer Protection Regulation.

Download the Customer Protection Regulation (PDF, in Spanish)

List of legal provisions regulating the transparency and protection of financial services customers, ordered by date of publication in the Official State Gazette:

• Law 7/2017 of 2 November, transposing into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes (Official State Gazette no. 268, 04/11/2017).
• Law 10/2014 of 26 June on the regulation, supervision and solvency of credit institutions (Official State Gazette no. 156, 27/06/2014).
• Order ECC/2502/2012 of 16 November regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the CNMV and the DGSFP (Official State Gazette no. 281, 22/11/2012).
• Circular no. 5/2012 of 27 June, Credit institutions and payment service providers. Transparency of banking services and responsible lending (Official State Gazette, 06/07/2012).
• Law 2/2011 of 4 March on Sustainable Economy (Official State Gazette no. 55, 05/03/2011).
• Order EHA/1608/2010 of 14 June on the transparency of conditions and information requirements applicable to payment services (Official State Gazette no. 148, 18/06/2010).
• Order ECO/734/2004 of 11 March on Customer Service Departments and Services and the Customer Ombudsman of Financial Institutions (Official State Gazette no. 72, 24/03/2004).
• Law 44/2002 of 22 November on measures to reform the financial system (Official State Gazette no. 281, 23/11/2002).
• Ministerial Order of 1 December 1999 on MIBOR references (Official State Gazette no. 290, 04/12/1999).
• Law 7/1998 of 13 April on general contracting conditions (Official State Gazette no. 89, 14/04/1998).
• Law 2/94 of 30 March on the subrogation and modification of mortgage loans (Official State Gazette no. 80, 04/04/1994).