Customer Service

The culture of our organization is the commitment that quality is always present in our
workers and in our products to achieve the full satisfaction of our customers and obtain their loyalty
.

Tinsa places at your disposal the "CUSTOMER SERVICE (SAC)", where you can submit your complaints and
claims, thus responding to the requirements of the Second Additional Provision of the Ministerial Order
ECO/734/2004 of March 11 on Customer Service Departments and Services and the customer ombudsman
in financial institutions.

You may contact this Department when you have not obtained a satisfactory response from other areas, or when you have
chosen to contact this service directly, which will act autonomously and independently from the rest of the company's services
.

You can submit your complaint or claim in writing to the "Customer Service" through the following means:
:

• Email: servicioatencioncliente@tinsa.com
• Mail:
  Tinsa, Tasaciones Inmobiliarias S.A.U.
  SAC Servicio Atención Cliente
  C/ José Echegaray 9 -28232 Las Rozas-
  Madrid

Attached is a procedure for handling complaints and a model form to submit a complaint or
complaint to this service (the customer may use any written format to channel the
complaint, provided that it contains the data specified in the attached procedure). A response will be given
within a period not exceeding one month.

Financial Supervisors Claims Service

If you disagree with the SAC's decision, you may contact the Banco de España Mercado Conduct Mercado Complaints Department (
) at
.

Banco de España
Mercado Conduct Mercado Complaints Department

C/ Alcalá 48 -28014 Madrid-.

The procedure for submitting a complaint or claim to Tinsa's Customer Service Department is prior to and

The Bank Banco de Españas Claims Service is obliged to file the claim.

Related regulations

• Law 44/2022, of November 22, 2002, on measures to reform the financial system (Art. 29 and 30).
• Order ECC/2502/2012, of November 16, regulating the procedure for submitting
  complaints to the complaints services of the BdE, the CNMV and the DGSyFP (entry into force May 22,
  2013).
• Law 7/2017, of 2 November, which transposes into Spanish law Directive
  2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative
  resolution of consumer disputes.
• Order ECO/734/2004, of March 11, 2004, on customer service departments and services and the
  customer ombudsman of financial institutions.
• Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in
  financial matters.
• Law 10/2014 on the regulation, supervision and solvency of credit institutions.