COMPLAINTS RESOLUTION PROCEDURE
Financial North's Customer Complaints Service (Servicio de Atención al Cliente, "SAC") is the channel established under Spanish Law 5/2019 governing real estate credit contracts (LCCI) and under the Bank of Spain regulations on transparency and customer protection.
What is it for?
To submit complaints or claims relating to the real estate credit intermediation activity carried out by Financial North: the handling of a file, the information supplied, the terms of the service, or any other matter arising from the contractual or pre-contractual relationship.
Who is it for?
Clients and potential clients of Financial North, as well as third parties with a legitimate interest derived from the intermediation activity.
Financial North's Internal Reporting Channel is the system established under Spanish Law 2/2023 of 20 February, regulating the protection of persons who report regulatory infringements and combat corruption.
What is it for?
To report, on a confidential basis and with guarantees of protection against retaliation, facts or conduct that may constitute infringements of European Union law or Spanish law occurring within Financial North's scope of activity. This is not a channel for commercial complaints or service incidents: such communications must be directed to the Customer Complaints Service.
Who is it for?
Persons falling within the personal scope of Article 3 of Spanish Law 2/2023 who hold information obtained in a work or professional context with Financial North: current and former employees, self-employed workers, contractors, subcontractors and suppliers and their personnel, shareholders and members of administrative or supervisory bodies, interns, volunteers, and candidates in selection processes.