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Customer Service

Our organizational culture is based on a commitment to ensuring that quality is always a priority for our employees and in our products, in order to achieve full customer satisfaction and earn their loyalty.

 

Tinsa offers you its “CUSTOMER SERVICE DEPARTMENT (SAC),” where you can submit your complaints and claims, thereby complying with Law 10/2025 on Customer Service and Order ECO/734/2024, to the extent that they remain in effect.

 

Customers may contact this department if they have not received a satisfactory response from other departments, or if they have chosen to contact this service directly. This service will operate in a specialized and independent manner, with functional autonomy from the company’s other services.

 

You may submit your complaint or claim in writing to the“Customer Service Department”through the following channels:

  • Email: servicioatencioncliente@tinsa.com
  • Mailing Address: Tinsa Tasaciones Inmobiliarias S.A.U. (Customer Service Department (SAC)
    ) C/ José Echegaray 9 - 28232 Las Rozas, Madrid

Attached is the procedure for handling complaints and a sample form for filing a complaint or claim with this service (customers may use any written format to submit a complaint, provided it includes the information specified in the attached procedure). A response will be provided within 15 business days.

 

Financial Supervisors Claims Service

 

If you disagree with the outcome of the SAC's decision, you may contact the Conduct Department at Mercado or file a complaint at Banco de España. Please find the contact information below:

 

Banco de España
Mercado Conduct Mercado Complaints Department

C/ Alcalá 48 -28014 Madrid-.

 

A prior claim filed with Tinsa's Customer Service Department is a mandatory prerequisite for the claim to be accepted for processing by the Banco de España.

 

Related regulations

  • Law 10/2025, of December 26, regulating customer service: It establishes minimum quality standards, resolution deadlines (generally 15 business days), mandatory channels, accessibility for vulnerable individuals, and evaluation and audit systems. In the financial sector, this law applies on a supplementary basis and in coordination with specific sector-based regulations.
  • Order ECO/734/2004, dated March 11: Regulates the requirements and procedures for customer service and the customer ombudsman. Its Second Additional Provision expressly extends the obligation to address and resolve complaints and claims to companies at Appraisal, linking their regulation and the verification of their regulations to Banco de España.
  • Law 44/2002, of November 22, on Measures to Reform the Financial System (LMRSF): Chapter V of this law regulates the protection of financial services customers and the requirement to provide customer service.
  • Royal Decree 303/2004, dated February 20: Approves the Regulations Governing the Financial Services Customer Ombudsmen, establishing their authority to resolve complaints filed with official supervisory authorities (such as the Banco de España) after the prior recourse through the institution’s Customer Service Center (SAC) has been exhausted.
  • Royal Legislative Decree 1/2007, of November 16: Consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws, Articles 8 and 21 of which establish the basic rights to protection, complaint, and refund.
  • Law 4/2022, of February 25: On the protection of consumers and users in situations of social and economic vulnerability, incorporating specific obligations regarding priority and tailored assistance.