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 Unión de Créditos Inmobiliarios, S.A., EFC. Apartado de Correos 1160 28080 – Madrid. (email - atencionalcliente@uci.com)

- The company’s Customer Ombudsman (Ms Lucía Lucero Gallardo), by writing to Avda. de la Industria, nº 18 - 28760 –Tres Cantos (Madrid) (email -defensordelcliente.financieras@gmail.com).

We inform you that, according to the regulations in force, the company has the obligation to solve your complaint within two months of its submission through any of the services listed (Entity´s branch offices, Customer Care Service or the company´s Customer Ombudsman) . If you do not agree with the company’s reply or do not receive a reply within that term of two months, you may contact the Bank of Spain’s Market Conduct and Complaints Department (Departamento de Conducta de Mercado y Reclamaciones del Banco de España), at c/Alcalá 48- 28014, Madrid, or through the Virtual Office:

https://sedeelectronica.bde.es/sede/es/menu/tramites/reclamaciones-y-/Reclamaciones__2e85b7714582d21.html

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 SA, EFC Customer Care Service Regulations.

UCI SA, EFC 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.