We remind you that this channel is exclusively for submitting complaints, and that our maximum response time is 30 days. In that regard, it should be the last-resort option for contacting the company.

If you have any incident/query or request such as a request for non-renewal of the policy, request for a duplicate, request for a change of beneficiary or current account number, request for information about the status of a claim, or if you want to carry out any other procedure in regards to your policy, you can do so through our Customer Service channel by clicking here.

If you have not been able to resolve your problem through the above-mentioned channels, you can submit your complaint directly using one of these email addresses:

• SAC_BSSegurosGenerales@bancsabadell.com
• SAC_BSVida@bancsabadell.com
• SAC_BSPensiones@bancsabadell.com

Or by sending the complaint to the Customer Ombudsman’s postal address: C/Acanto 22, 28045 Madrid.

Remember to provide us with the following information needed to process your complaint:

• Name and surname(s)
• National ID No. (DNI)
• Reason for the complaint
• Claimant’s personal details
• Statement affirming that you have no knowledge of your claim being processed through arbitration or court proceedings
• Place, date and signature

For issues related to pension plans of the individual system (Bansabadell Pensiones), please contact the Participants’ Ombudsman by sending a letter by post to the following address: C/Conde de Aranda, 15, 28001 Madrid; or to the fax number 91 577 91 279; or to the email address pbabogados@telefonica.net

If you have contacted to our three companies via email or postal address and you have not received a response or have not been provided within the legally established period, you can contact the General Directorate of Insurance and Pension Funds to file your complaint or claim through from: https://dgsfp.mineco.gob.es/

The Customer Service department, or Ombudsman in the case of individual pension plans, will acknowledge receipt of your claim or complaint and provide you with a case number. The Customer Service department or Participants’ Ombudsman, as the case may be, may request during the course of the processing of the case, both from the claimant and from the different departments and services of the entity concerned, any data, clarifications, reports, elements of proof that are considered relevant, as well as representations from the respondent department or service.

The Customer Service Department or Ombudsman will have a legal period of one month to render a decision, counting from the time the complaint or claim is filed, although it will endeavour to resolve the case in the shortest possible time.

If the decision of the Customer Service Department or Ombudsman is favourable to the claimant, it will be binding on the respondent entity.

 When the decision of the Customer Service or the Participants’ Ombudsman is unfavourable to the claimant, or when the legal period of one month has elapsed since it was received without the claimant having been notified of the decision, the claimant may go to the Complaints Service of the Directorate-General for Insurance and Pension Funds (Paseo de la Castellana 44, 28046 Madrid). 

Please send your complaint to one of the following email addresses depending on the product you have:

• SAC_BSSegurosGenerales@bancsabadell.com
• SAC_BSVida@bancsabadell.com
• SAC_BSPensiones@bancsabadell.com

You can also send it to the postal address Defensa del Cliente, C/Acanto 22, 28045 Madrid.

The companies that are subject to complaint procedures are:

• BanSabadell Seguros Generales, S.A. de Seguros y Reaseguros Sociedad mercantil española, holder of Tax ID No. A64194590, and with registered office at C/Isabel de Colbrand, número 22, Planta 2ª, Edificio C (Las Tablas), 28050 Madrid. Registered in the Madrid Companies Register, Volume 36651, Book 0, Folio 117, Section 8, Page M-657405, and in the Register of Insurance Entities of the Directorate-General of Insurance and Pension Funds under code C-0767.
• Bansabadell Vida, S.A. de Seguros y Reaseguros Sociedad de nacionalidad mercantil española, holder of Tax ID No. A08371908, and with registered office at C/Isabel de Colbrand, número 22, Planta 2ª, Edificio C (Las Tablas), 28050 Madrid. Registered in the Madrid Companies Register, Volume 36993, Book 0, Folio 149, Section 8, Page M-661014, and in the Register of Insurance Entities of the Directorate-General of Insurance and Pension Funds under code C-0557.
• Bansabadell Pensiones E.G.F.P. SA Sociedad mercantil española, holder of Tax ID No. A58581331, and with registered office at C/Isabel de Colbrand, número 22, Planta 2ª, Edificio C (Las Tablas), 28050 Madrid. Registered in the Madrid Companies Register, in Volume 36622, Book 0, Folio 140, Section 8.ª, Page M-657072 and in the Special Register of Pension Fund Management Entities of the Directorate-General of Insurance and Pension Funds under code G-0085.

All of our clients and users, whether they are individuals or legal entities who are policyholders, insured parties, beneficiaries, injured third parties, or the rightful claimants of any of the above, as well as the participants in and beneficiaries of pension plans.