Customer service

Our organizational culture is based on a commitment toensuring thatquality is always presentinouremployees and our products in order to achieve complete customer satisfactionand loyalty.

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

You may contact this Department when you have not received 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 may submit your complaint or claim in writing to the"Customer Service Department"through the following means:

• Email:servicioatencioncliente@tinsa.com
• Email: Tinsa, Tasaciones Inmobiliarias S.A.U.
  Customer Service
  C/ José Echegaray 9 -28232 Las Rozas–
  Madrid

Attached is the complaints procedure and a template form for submitting a complaint or claim to this service (customers may use any written format to submit their complaint, provided that it contains the information specified in the attached procedure). A response will be provided within 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 (
), whose contact details are as follows:

Banco de España
Mercado Conduct Mercado Complaints Department
C/ Alcalá 48 -28014 Madrid-

The process of filing a complaint or claim with Tinsa's Customer Service Department is a prerequisite and mandatory in order to file it with the Banco de España Claims Service.

Related regulations

• Law 44/2022,of November 22, on measures to reform the financial system (Articles 29 and 30).
• Order ECC/2502/2012,of November 16, regulating the procedure for filing complaints with the complaints services of the Bank of Spain, the CNMV, and the DGSyFP (effective May 22, 2013).
• Law 7/2017,of November 2, incorporating into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of May 21, 2013, on alternative dispute resolution for consumer disputes.
• Order ECO/734/2004,of March 11, 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 financial measures.
• Law 10/2014on the regulation, supervision, and solvency of credit institutions