Procedures and means for the presentation of complaints and claims by customers and the procedures for resolving them.
Portocolom has a Customer Defence Regulation detailing the procedure for submitting complaints and claims by customers and the procedures for resolving them. If you want more information you can consult by clicking here
The customer service details for resolving complaints and claims submitted by its customers are as follows:
Customer Service Manager: Mr. Javier García González.
Customer Service
- Email: atencionalcliente@portocolomav.com
- Customer Service Telephone: 91 770 59 74.
- Postal address: c/ Jorge Juan 8, 3ºD. 28001 Madrid
PORTOCOLOM A.V., S.A. is obliged to attend to and resolve complaints and claims submitted by its customers by any means to this service within two months of their submission. At the end of this period, the customer may go to the CNMV’s Complaints Service.
In any case, there is a need to exhaust the channel of the entity’s customer service department or service to be able to make complaints and claims to them but, if you do not agree with the response received, or if a month has passed without a response, there is a Complaints Service of the National Securities Market Commission (attached to the Investors Department of the CNMV). which you can claim before the CNMV through the following means:
Electronic submission of your claim.
Form addressed to the CNMV’s Complaints Service: Edison, 4, 28006 Madrid – Passeig de Gràcia, 19, 08007 Barcelona.
It also has an investor service telephone number: 900 535 015.
The CNMV examines the admissibility of the complaint and communicates its admission or request for correction of those issues that are necessary for its admission.
Once admitted, the complaint is transferred to the respondent entity, so that it can present its allegations within twenty-one calendar days. The entity must send these allegations to the claimant so that he can rule on them, also within twenty-one calendar days.
The maximum period for the resolution of claims is ninety calendar days. If this is not possible, this circumstance must be reported and the causes that have prevented it will be recorded in the final report.
The final report contains clear, precise and reasoned conclusions on the conduct followed by the entity in the case in question. This report:
- is for information purposes only and is not binding on the parties. However, the entity must inform the supervisor of the actions taken in relation to complaints resolved with a favourable report to the claimant.
- is not considered an administrative act that can be appealed, so it cannot be appealed to the administrative or judicial bodies.
- does not include economic assessments of the possible damages caused to users of financial services, since only the courts of justice can recognize this type of request.
In the course of the processing, the interested parties can withdraw the claim, which would lead to the termination of the procedure for the claimant. They can also reach an agreement with the entities and put an end to the file.
The CNMV examines the admissibility of the complaint and communicates its admission or request for correction of those issues that are necessary for its admission.
Regulations for Customer Defence
Failure to consider the main adverse events
Engagement Policy