Instituto de Valoraciones has created a customer service to address any queries, complaints or claims you may have, thereby complying with Section 9 of ORDER ECO/734/2004, of 11 March on customer service departments and the ombudsman of financial institutions, published in the Official State Gazette of 24 March 2004.
According to this Order:


1. Companies shall make the following information available to their clients in each and every one of the offices open to the public, as well as on their web pages if their contracts have been concluded by electronic means:

  • Information of the customer department or service and, where appropriate, the ombudsman, with their postal and email address;
  • The company’s commitment to address and resolve any complaints and claims submitted by its clients within two months of their submission to the customer department or service or, where appropriate, the ombudsman;
  • A reference to the Market Conduct and Complaints Department as a second instance to the Bank of Spain, and to the need to exhaust the avenue of the customer service department or ombudsman to file complaints and claims before said department;
  • The rules of operation provided for in the preceding article; and
  • References to the regulations on transparency and customer protection of financial services.

2. The decisions with which the procedures for processing complaints and claims end shall expressly state that the claimant may resort to the corresponding Commissioner for the Defence of the Financial Services Client should there be a disagreement with the outcome.

All customer complaints and claims can be formulated through the following online form or sent by email to atencioncliente@ivaloraciones.com or to the postal address stated in the contact details.

Complaints may not be placed over the phone. The Customer Service will address and resolve any complaints and claims submitted by its clients within two months of receipt.

What does the Customer Service do?

Address and resolve complaints, claims and queries submitted, directly or through representation, by private clients or legal entities, Spanish or foreign, when they refer to legally recognised interests or rights related to operations, contracts or services provided by the company, whether they derive from the contracts themselves, from transparency and client protection regulations or from good practices and customs, in particular, the principle of equity.

Provide company management with recommendations and suggestions on all aspects that, in their opinion, imply a strengthening of the good relations and mutual trust that should exist between the company and its clients..

How to submit complaints or claims to the Customer Service?

Complaints and claims may be filed with the Customer Service at any office open to the public and at the postal and email addresses provided.

Regardless of the avenue chosen to file a complaint or claim, the complainant must provide the following information at least:

  • Name and surnames
  • Address (and of the person who represents him or her, where applicable)
  • Tax ID Number (for individuals)
  • Data referring to the commercial register (for legal entities)
  • The reason for the complaint, clearly specifying the issues on which a decision is sought
  • Office of Instituto de Valoraciones where the events have taken place (if applicable)
  • No of appraisal (or related property)
  • Place, date and signature. Documentary evidence (if applicable)

WEB FORM   >

EMAIL

atencioncliente@ivaloraciones.com

POST

INSTITUTO DE VALORACIONES S.A.
Servicio de Atención al Cliente
Avenida de Europa 34
Edif. D, Pl. 2 Oficina B-1
28023 Madrid

NAME*
SURNAME*
EMAIL*
TAX ID CODE (CIF)/ TAX ID NUMBER (NIF)*
TELEPHONE*
ADDRESS*
PROVINCE*
TOWN*
APPLICATION TYPE*
STATEMENT OF REASONS

BASIC DATA PROTECTION INFORMATION

DATA CONTROLLER: INSTITUTO DE VALORACIONES S.A. MAIN PURPOSE: Curriculum vitae management. AUTHENTICATION: Consent of the data subject ADDRESSEES: No data will be transferred to third parties, except with express authorisation or legal obligation. RIGHTS: Access, amend and delete data, data portability, limit or object to data processing, transparency and the right not to be subject to automated decisions. ADDITIONAL INFORMATION: You may consult the additional and detailed information about our Privacy Policy. DATA PROTECTION OFFICER (DPO): GRUPO ADAPTALIA LEGAL – FORMATIVO S.L., 91 553 34 08, legal@grupoadaptalia.com