Investor Ombudsman - Complaints

Before submitting your complaint to this Office, it is strongly recommended that you first contact the Customer Service Department (SAC) of the entity concerned. This will enable you to provide the relevant information and the response issued by the entity, thereby facilitating a more effective defence of your interests.

Complaints submitted to the Investor Ombudsman of the Barcelona Stock Exchange will undergo a preliminary review by the Supervision Department. Complaints must be submitted in writing, duly signed by the claimant, and filed within one year from the date on which the events giving rise to the complaint occurred. The procedure includes an initial phase before the Market Supervision Department.

The complaint must include the following:

• Personal data: full name, address for notifications (email and/or postal address), and national identity document number, or the equivalent information in the case of legal entities, together with valid proof of representation.

• A responsible statement expressly confirming that the matter is not being handled by the customer ombudsman or an equivalent body of any entity, nor is it under review by the National Securities Market Commission (CNMV) or the Complaints Service of the Bank of Spain.

• Identification of the entity concerned.

• A detailed account of the background and facts underlying the complaint.

• A clear and specific statement of the relief or remedy sought.

Please ensure that the document is duly signed and that all supporting evidence or documentation is attached.

The signed complaint, together with all accompanying documentation, must be sent to the following address:

• By post: PROTECTOR DEL INVERSOR Bolsa de Barcelona
  Paseo de Gracias, 19. 08007 Barcelona, Spain

• By email: informacionbcn@grupobme.es
  

For any questions or clarifications regarding the submission of complaints, the following telephone number is available:
+34 934 013 895 

The Protector’s Office will acknowledge receipt of each complaint and assign it a consecutive number for file identification. If additional information is required, it will be requested from the complainant. All communications and other actions within the complaint procedure will be carried out in writing.

The Investor Protector will verify jurisdiction and, if applicable, will inform the complainant of the acceptance of the complaint and the start of the relevant proceedings to examine and resolve the submitted matter. Cases in which the Protector lacks jurisdiction can be consulted in section 3.3 of Circular 8/1991, available at the following link: Protector Inversor - Normativa

If the Office determines it does not have jurisdiction, the complainant will be informed of this and advised of the appropriate channels or bodies to which they may turn.

Once jurisdiction has been confirmed and the complaint admitted, the procedure begins and generally follows these stages:

I - Request for additional documents or information from the complainant, if the Investor Protector’s Office deems it necessary to clarify insufficiently explained issues.

II - Forwarding of the documentation submitted by the complainant to the affected entity or entities so they may provide their arguments. 

III - Communication of the entity’s arguments to the complainant. The Office may forward these to the complainant so they may respond within a period of no less than 15 days.

The issuance of the Final Report concludes the procedure, unless an agreement is reached beforehand. The process is confidential and free of charge.

Before submitting your complaint to this Office, the investor must first contact the Customer Service Department (SAC) of the entity concerned, requesting the relevant documentation and filing the appropriate complaint. The entity must respond within a period of 30 days. This will allow you to provide the pertinent information and the response issued by the entity, thereby contributing to a more effective defence of your interests.

Complaints addressed to the Investor Ombudsman of the Bilbao Stock Exchange must be submitted in writing and duly signed by the claimant within three months from the date on which the events giving rise to the complaint occurred. This period is interrupted when the prior complaint referred to in point 1 above is filed with the entity.

Please include the following:

• Personal data: full name, address for notifications (email and/or postal address), and national identity document number, or the equivalent information in the case of legal entities, together with valid proof of representation.

• A responsible statement expressly confirming that the matter is not being handled by the customer ombudsman or an equivalent body of any entity, nor is it under review by the National Securities Market Commission (CNMV) or by the Complaints Service of the Bank of Spain.

• Identification of the entity concerned.

• A detailed description of the background and facts underlying the complaint.

• A clear and specific statement of the relief or remedy sought.

Please ensure that the document is duly signed and that all supporting evidence or documentation available is attached.

Send the signed complaint, together with all accompanying documentation, to the following address:

• By post: PROTECTOR DEL INVERSOR Bolsa de Bilbao
  Calle José María Olabarri,1, 48001 Bilbao, Spain

• By email: protectorbbi@grupobme.es
  

For any questions or enquiries related to the submission of complaints, the following telephone number is available:
+34 944 034 400

The Investor Ombudsman’s Office will acknowledge receipt of each complaint and assign it a consecutive number, which will be used to identify the file. If additional information is required, it will be requested from the claimant. All communications and procedural steps will be conducted in writing.

The Investor Ombudsman will assess its competence and, if applicable, will inform the claimant of the admission of the complaint and the initiation of the relevant proceedings for the examination and resolution of the matter submitted. The cases in which the Office is not competent may be consulted in section 3.2 of Circular 2/2021 of 26 March, available at the following link: Protector Inversor - Normativa

If the Office is deemed not competent, the claimant will be duly informed of this circumstance and of the alternative avenues or bodies to which they may turn.

Once competence has been confirmed and the complaint admitted, the procedure will begin, and will generally follow the stages outlined below:

I -  Request for any additional documents or data submitted by the claimant, should the Investor Ombudsman’s Office require them to clarify aspects that are insufficiently explained.

II - Referral of the documentation submitted by the claimant to the entity or entities concerned, so that they may provide their arguments.

III - Communication of the entity’s submissions to the claimant. The Office may forward these submissions to the claimant so that they may respond within a period of no less than 15 days.

The issuance of the Final Report concludes the procedure, unless the parties reach an agreement beforehand. The procedure is confidential and free of charge.

Before submitting your complaint to this Office, it is highly recommended that you first contact the Customer Service Department (SAC) of the entity concerned. This will enable you to provide the relevant information and the response issued by the entity, thereby contributing to a more effective defence of your interests.

Complaints addressed to the Investor Ombudsman of the Valencia Stock Exchange must be submitted in writing and duly signed by the claimant within three months from the date on which the events giving rise to the complaint occurred. This period is interrupted once the prior complaint referred to in point 1 above has been filed with the entity.

Please include the following:

• Personal data: full name, address for notifications (email and/or postal address), and national identity document number, or the equivalent information in the case of legal entities, together with valid proof of representation.

• A responsible statement expressly confirming that the complaint is not being handled by the customer ombudsman or an equivalent body of any entity, nor is it under review by the National Securities Market Commission (CNMV) or by the Complaints Service of the Bank of Spain.

• Identification of the entity concerned.

• A detailed description of the background and facts underlying the complaint.

• A clear and specific statement of the relief or remedy sought.

Please ensure that the document is duly signed and that all supporting evidence or documentation available is attached.

Send the signed complaint, together with all accompanying documentation, to the following address:

• By post: PROTECTOR DEL INVERSOR Bolsa de Valencia
  Isabel La Católica nº 8, 4º piso. 46004 Valencia, Spain

• By email: protectorbv@grupobme.es

For any questions or enquiries related to the submission of complaints, the following telephone number is available:
+34 963 870 116

The Investor Ombudsman’s Office will acknowledge receipt of each complaint and assign it a consecutive number for file identification purposes. If additional information is required, it will be requested from the claimant. All communications and procedural actions will be conducted in writing.

The Investor Ombudsman will assess its competence and, if applicable, will inform the claimant of the admission of the complaint and the initiation of the relevant proceedings for the examination and resolution of the matter submitted. The cases in which the Office is not competent may be consulted in section 3.2 of Circular 1/2000 of 20 June, available at the following link: Protector Inversor - Normativa

If the Office is deemed not competent, the claimant will be informed accordingly, along with guidance on the alternative avenues or bodies to which they may turn.

Once competence has been verified and the complaint admitted, the procedure will commence and will typically follow the phases outlined below:

I -  Request for any additional documents or data submitted by the claimant, should the Investor Ombudsman’s Office require them to clarify aspects that are insufficiently explained.

II - Referral of the documentation submitted by the claimant to the entity or entities concerned, so that they may provide their submissions.

III - Communication of the entity’s submissions to the claimant. The Office may forward these submissions to the claimant so that they may respond within a period of no less than 15 days.

The issuance of the Final Report concludes the procedure, unless the parties reach an agreement beforehand. The procedure is confidential and free of charge.