BEKA/ customer service

Rules and Regulations of the Customer Service Department

Beka Finance Sociedad de Valores, S.A. has a Customer Protection Policy that governs the operations of its Customer Service Department, as well as the procedures for filing and processing complaints and claims.


Customers may submit their claims or complaints in the first instance to the head of Customer Service:  

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  • Headline: Luis Gómez
  • Address: Velázquez 94, 2nd Floor, Right Wing, 28006 Madrid
  • Phone: 91-436-78-00
  • Email: sac@bekafinance.com
  • Customer Service Hours: Monday through Friday, 9:00 a.m. to 5:00 p.m.

The Customer Service Department will resolve complaints and claims within one month of their submission, in accordance with applicable regulations.

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Once a complaint has been filed with Customer Service, if the response is unsatisfactory or if the legally established deadline has passed without a response, the customer may contact the complaints department of the financial regulatory authorities. To do so, the customer must first have contacted Customer Service.

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Complaints may be filed with the National Securities Market Commission, the Bank of Spain, or the Directorate General of Insurance and Pension Funds, which will act in accordance with the one-stop-shop system by forwarding the complaint to the appropriate agency.

In the case of Sociedas, the competent authority will generally be the National Securities Market Commission.

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  • Bank of Spain, Department of Institutional Conduct and Complaints: Calle Alcalá 50, 28014 Madrid, or via its website.
  • Complaints Department of the National Securities Market Commission: Investor Relations Division, 4 Edison Street, 28046 Madrid, or through its website.
  • Complaints Department of the General Directorate of Insurance and Pension Funds: 44 Paseo de la Castellana, 28046 Madrid, or through its

    website.

Regulatory references

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  • Law 10/2025 of December 26, regulating customer service.
  • Law 44/2002, of November 22, on measures to reform the financial system.
  • Order ECC/2502/2012, dated November 16, regulating the procedure for filing complaints with the complaint departments of the Bank of Spain, the National Securities Market Commission, and the Directorate General of Insurance and Pension Funds.
  • Order ECO/734/2004, dated March 11, regarding customer service departments and offices and the customer ombudsman at financial institutions.
  • Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws.