FILING A COMPLAINT

Complaints may be filed with the Customer Care Service, with the Customer Ombudsman, at any office open to the public or by post or email:

Customer Care Service at C/Consuegra, 3 - 28036 Madrid (email - atencionalcliente@uci.com)

The company’s Customer Ombudsman:

Ms. Ana María Aranda López

Paseo de la Castellana 126, 8º derecha. - 28046 Madrid

Telephone: 913 197 979

ef.defensordelcliente@gmail.com 

Please be informed that, in accordance with the customer services rules within this organization, we are obliged to resolve any disputes or complaints raised by our clients ( in the context of consumers of our products) within one month from the date of submission to any of our branches, or directly to our Customer Service department or to the Customer Advocate, where applicable. In those cases where the client is not a consumer of our products, the resolution period is extended to two months in total.

If, as a consumer, you disagree with the response received from this organization, or in the case that you have not received a response within the space of one month since registering the complaint, you may contact the department of market conduct and claims of the Central Bank of Spain. In the case of clients who are not consumers of our products, who disagree with the response received or have not received a response in the space of two months since registering the complaint, you may also contact the market conduct department of the central bank of Spain. This complaint may be made through their virtual office on line, or alternatively sent to "Calle Alcalá, 48, 28014 Madrid, Spain"


Virtual Office

You may consult the Customer Care Service Regulations and the Valuation Rules and Tariffs Brochure, without any obligation, at any UCI branch and on our websites www.uci.com and www.hipotecas.com, as well as the quarterly information on rates and fees charged or offered in our mortgage loans. 

You are also informed that this Company has recently become a member of the Customer Ombudsman service, so we publish the Customer Defence Regulations through the next link, as well as make them available at all our offices open to the public. 

UCI S.A. E.F.C Customer Care Service Regulations.

UCI S.A. E.F.C Customer Ombudsman Regulations.



Transparency regulations


The regulations governing Bank Transaction Transparency and Consumer Protection are outlined in the following legal texts:

- Spanish Law 2/1994, of 30 March. Subrogation and Modification of Mortgage Loans (Official Spanish Gazette dated 4 April).
- Spanish Law 44/2002, of 22 November, on Measures to Reform the Financial System. 
- Order ECO/734/2004, of 11 March, on customer service departments and ombudsman offices at financial institutions. 
- Spanish Law 22/2007, of 11 July, on distance marketing of consumer financial services.
- Spanish Royal Legislative Decree 1/2007, of 16 November, which approves the modified text of the General Law on Consumer and User Defence and other complementary laws.
- Spanish Law 41/2007, of 7 December, which modifies Spanish Law 2/1981, of 25 March. 
- Spanish Law 16/2009, of 13 November, on payment services.
- Spanish Royal Decree 712/2010, of 28 May, concerning the legal framework for payment services and payment institutions.
- Order EHA/1608/2010, of 14 June, on the transparency of information terms and requirements applicable to payment services.
- Order EHA/1718/2010, of 11 June, on the regulation and control of advertising for banking services and products. 
- Circular 6/2010, of 28 September, of the Bank of Spain, to credit institutions and payment institutions on advertising for banking services and products.
- Spanish Law 2/2011, of 4 March, on the Sustainable Economy. 
- Spanish Law 16/2011, of 24 June, on consumer loan contracts.
- Order EHA/2899/2011, of 28 October, on transparency and protection for banking services customers.
- Spanish Royal Decree-Law 6/2012, of 9 March, on urgent measures to protect mortgage debtors without resources.
- Circular 5/2012, of 27 June, from the Bank of Spain, to credit institutions and payment service providers on the transparency of banking services and liability for granting loans.
- Order ECC/2502/2012, of 16 November, regulating the procedures for submitting complaints with the Bank of Spain, Spanish Securities Market Commission and Directorate General for Insurance and Pension Funds complaint services.
- Spanish Law 1/2013, of 14 May, on measures to reinforce protection for mortgage debtors, debt restructuring and social housing rental. 
- Spanish Law 10/2014, of 26 June, on the organisation, supervision and solvency of credit institutions.
- Spanish Law 5/2015, of 27 April, on fostering business financing.

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