As a customer, you can complain about those operations or services provided by the institution in which you believe you have been treated negligently, incorrectly or contrary to your interests or rights.

To do so, you should follow the steps below:

• Contact us by post or e-mail, indicating the reason for your complaint (including the documents you provide as proof) and your contact details to:

José Miguel Martín Gutiérrez 
Head of Customer Care Service

Calle Serrano 21, 1a Planta, Madrid 28001, España

Tel: +34 91 73 72 855

Email: atencionalcliente@caledonia.es

 

Customer Service opening hours: Monday to Thursday (working days), 9.00 am to 6.00 pm, and Friday (working days),  9.00 am to 3.00 pm (Spanish mainland time).

Please make sure that your complaint complies with the regulations available on this website. If it does not comply with the regulations, your complaint may be rejected.

The Company shall acknowledge and resolve complaints and claims submitted by its clients within a maximum period of one month from the date of submission.

Once the complaint has been lodged with the Customer Service Department, if the response has not been satisfactory or if a period of two months has elapsed since the complaint was lodged and no response has been received, the customer may contact the INVESTOR SERVICE OFFICE OF THE CNMV located at C/ Edison4, 28006, Madrid.

• PDF – Customer Protection Regulations
• PDF – Documentation to make a complaint

​References to the regulations on transparency and customer protection in financial services:

• Law 10/2025 of 26 December on Customer Service Functions: (https://www.boe.es/buscar/act.php?id=BOE-A-2025-26698)
• Order ECO/734/2004, of 11 March, on customer service departments and services and the customer ombudsman of financial institutions (https://www.boe.es/buscar/pdf/2004/BOE-A-2004-5290-consolidado.pdf).
• Law 44/2002 of 22 November 2002 on measures to reform the financial system, as amended by Law 2/2011 of 4 March 2011 on the sustainable economy (https://www.boe.es/eli/es/l/2002/11/22/44/con).
• Order ECO/734/2004 of 11 March (B.O.E. of 24 March), on Customer Service Departments and Services and the customer ombudsman of financial institutions (https://www.boe.es/eli/es/o/2004/03/11/eco734/con)
• Order ECC/2502/2012 of 16 November regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General for Insurance and Pensions. (https://www.boe.es/eli/es/o/2012/11/16/ecc2502)
• Law 22/2007 of 11 July 2007 on distance marketing of consumer financial services (https://www.boe.es/eli/es/l/2007/07/11/22).
• Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users and other complementary laws. (https://www.boe.es/eli/es/rdlg/2007/11/16/1/con).