Customer Service Department
Your satisfaction is our priority
Maccorp Exact Change, E.P., S.A. has a Customer Service Department responsible for handling and resolving complaints and claims submitted by its customers in relation to their legally recognised interests and rights.
Customer Service Department Addresses
Postal Address
C/ Orense nº 6, 28020 MADRID
Time Limit for Resolution
The Department has a period of fifteen business days from the date on which the complaint or claim is submitted to issue a decision.
In case of disagreement
If no decision has been issued on the substance of the matter within the established time limits, or if the complainant is not satisfied with the decision received, they may refer the matter to the Bank of Spain Complaints Service.
If you disagree with the decision of the Customer Service Department, you may contact the Bank of Spain Complaints Service once you have received said decision.
In any case, a consumer complainant who does not receive a reply from the Customer Service Department has a maximum period of one year from the date of submission of their complaint to that Department to contact the Bank of Spain Complaints Service and lodge the corresponding complaint.
Customer Defence Regulation
Maccorp Exact Change, E.P., S.A. has a Customer Defence Regulation that governs the activity of the Customer Service Department as well as the procedure for submitting and processing complaints and claims. This Regulation is available to customers at branches open to the public and on the website.
Reference Legislation
Act 7/2017 of 2 November
Transposing into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters.
Royal Decree-Law 19/2018 of 23 November
On payment services and other urgent financial measures.
Ministerial Order ECO/734/2004 of 11 March
On Customer Service Departments, Customer Ombudsman and similar bodies of financial institutions.
Bank of Spain Circular 8/90
On Transparency of Transactions and Protection of Customers.
We are committed to providing a quality service and resolving any incident quickly and effectively.