Customer Service
In accordance with Law 44/2002 of 22 November on Financial System Reform Measures, Order ECO/734/2004 of 11 March, and Law 10/2025 of 26 December, the company provides its clients with a Customer Service Department, responsible for handling and resolving any complaints and claims that clients may raise regarding the services provided, in accordance with the procedures set out in the Grupo CIMD Customer Protection Regulations. Complaints and claims will be handled and resolved within a maximum of one month from the date of submission. Claims may be submitted in writing, free of charge, through the following channels:
Customer Service Department
C/ Príncipe de Vergara, 131, 3rd floor
28002 Madrid
Email: atencionalcliente@grupocimd.com
Opening hours: 9:00 a.m. to 5:00 p.m., Monday to Friday (business days)
Clients may also call +34 91 432 64 00 for enquiries and telephone assistance; however, complaints or claims cannot be formally submitted by phone.
If clients disagree with the decision received, or if one month has passed without a response, they may contact the Complaints Service of the Spanish National Securities Market Commission (CNMV) by following the instructions on its website (www.cnmv.es).
The procedure for submitting, registering, monitoring and resolving complaints and claims is governed by the Grupo CIMD Customer Protection Regulations, which can be consulted below.