Complaints and Customer Service Department
TELEPHONE ASSISTANCE
FROM SPAIN: 900 109 132
Monday to Friday: 9:00 am to 6:00 pm
EMAIL
Complaints and Claims
The Investor Service of Bestinver Group companies, Bestinver SV, S.A., Bestinver Pensiones EGFP, S.A. and Bestinver Gestión SGIIC, S.A., aims to resolve any complaints and claims that their customers might lodge in relation to their legally recognised rights and interests. Customers can submit their complaints and claims at the following address:
Customer Service
Tel. 900 109 132 (free number)
Calle Juan de Mena 8-28014 Madrid
serviciodeatencionalcliente@bestinver.es
You must include your full name and ID number on the complaint.
If you do not receive acknowledgement of receipt of your complaint within one week of sending it, please contact BESTINVER (900 878 280).
Bestinver will resolve the complaint within two months of the date of submission.
In the event of disagreement with the decision taken by the Investor Service Department, customers may contact the CNMV’s Commissioner for the Defence of Investors or the Commissioner for the Defence of Unitholders of the Directorate General for Insurance and Pension Funds.
Regulations governing the transparency of transactions and customer protection and other consumer protection regulations:
– Law 44/2002, of November 22, 2002, on financial system reform measures, as amended by Law 2/2011, of March 4, 2011, on sustainable economy.
– Law 22/2007, of July 11, on distance marketing of financial services for consumers.
– Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
– Order ECO/734/2004, of March 11 (B.O.E. of March 24), on Customer Service Departments and Services and the customer ombudsman of financial institutions.
– Order ECC/2502/2012, of November 16, 2012, regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pensions. Order ECC/2502/2012, of November 16, regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pensions.
BESTINVER Group Customer Service Regulations
EPSV complaints and claims should be submitted in the first instance to the Governing Board of BESTINVER INDIVIDUAL EPSV and, in the event of disagreement with the Resolution adopted by the Entity’s Governing Board, they may be addressed to the Department of the Basque Government responsible for EPSV matters.