TECNITASA, Técnicos en Tasación, S.A., will always provide the best service to its clients, offering an agile response through our commercial and management services, in order to try to resolve any incident that may arise in the development of the provision of services. our services.
In the event that the response of our commercial or management services was not satisfactory for the client, in accordance with the second additional provision of Order ECO/734/2004, of 11 March, on the Departments and Services of Customer Service and Customer Defense in Financial Entities, TECNITASA makes available to all its clients the Customer Service Service (hereinafter SAC), whose purpose is to record and process all complaints or claims that may arise in relation to the services provided.
The applicable regulations establish the obligation to address and resolve complaints and claims that clients may present, related to their interests and legally recognized rights, through of the SAC.
The figure of the head of the SAC of TECNITASA is established, whose designation is communicated to our supervisor, the Bank of Spain.
The processing of complaints or claims before the SAC. and the claims services of our supervisors, is incompatible with any other means that involves the initiation of an arbitration, judicial or administrative procedure.
If the claim refers to a request for review of an appraisal report or your invoice, prior to contacting the SAC, it is recommended that the client direct this review request to our commercial or management services.
The functions of the SAC are structured in 2 ways:
1.- Attend, process and resolve complaints or claims presented by our clients.
2.- Transfer recommendations or suggestions derived from them to Management of the previous point, for the sake of continuous improvement of the quality of the service offered.
To contact TECNITASA in order to record a complaint or claim, it can be done through email or certified mail , and can also be presented to any of our offices open to the public, our coordinates remaining updated on our website, which are:
TECNITASA, Técnicos en Tasación, S.A.
Avda. of Europe No. 19 – Building 2 – 1º D
28224 Pozuelo de Alarcón (Madrid)
Phone 902 06 05 04
Email: atencionalcliente@tecnitasa.es
In case of doubt, in advance and by telephone, we will assist our clients in order to provide them with everything they may need in relation to the complaint or claim that they wish to transfer.
The written form to be sent to the SAC, completed by the client, must contain:
- Name, surname and NIF, or company name and CIF , of the Claimant.
- In the case of a legal entity: name, surname and NIF of its Representative, attaching documentary evidence of said representation.
- Full address, telephone numbers and email to be able to contact and send the response from the SAC.
- File Number of the Report to which the Claim refers.
- Description of the complaint or claim.
- Explanation of the issues on which a statement is requested.
- Additional documentation that may be considered appropriate.
- Place and date.
- Signature of the Claimant or his Representative.
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If the client requests it, a model will be provided to complete.
They can obtain the model by clicking HERE
The SAC will verify that the complaint or claim contains the necessary information to be able to process it correctly.
If not, the Claimant will be required to complete the necessary information or documentation within a period of 10 days. natural, with a warning that, if it is not done within said period, the complaint or claim will be filed.
It will also be verified that there are no doubts that the Claimant is the one who placed the order with TECNITASA, in order to guarantee the privacy and legitimate interests of our clients.
Claims that request the recognition or quantification of damages resulting from a possible professional liability of TECNITASA or its employees will be excluded. or their collaborating professionals. The management of this type of claims will be carried out by the Legal Department of TECNITASA or the corresponding Insurance Companies.
The period for submitting complaints or claims will be up to 2 years from the date in which the client was aware of the facts causing the complaint or claim.
It is the obligation of the SAC to attend to and resolve the complaints and claims submitted by clients within a maximum period of 2 months if they are not consumers, and 1 month if they are consumers, from their presentation to TECNITASA by any of the means recognized in our positive law (before the SAC, in any office open to the public of our company, at the postal address, as well as at the e-mail address enabled for this purpose).
In the event of inadmissibility by TECNITASA of the complaint or claim presented to the SAC, it will be communicated in an equally motivated manner.
The interested party may withdraw his or her complaint or claim at any time, thus leading to the completion of the procedure.
The presentation and processing of claims will be free of charge for the client.
< p>In the event that the client is not satisfied with the resolution of their claim that we make, or it is not resolved within the expected period of 2 months, they are informed that they can subsequently appeal to the Conduct Department of Market and Claims of the Bank of Spain: C/ Alcalá nº 48 – 28014 Madrid. www.bde.es
The link to your Virtual Office is:
https://sedeelectronica.bde.es/sede/es/menu/tramites/reclamaciones-y- /Claims_2e85b7714582d21.html
REGULATIONS ON TRANSPARENCY AND CUSTOMER PROTECTION OF FINANCIAL SERVICES
Circular 5/2012, of June 27, on transparency of banking services and responsibility in the granting of loans.
Royal Decree Law 6/2012, of March 9, on urgent measures of protection of mortgage debtors without resources.
Order EHA/2899/2011, of October 28, on transparency and protection of banking services clients.
Law 16/2011, of 24 of June, on consumer credit contracts.
Law 2/2011, of March 4, on Sustainable Economy.
Bank of Spain Circular 6/2010, of March 28 September, to credit institutions and payment institutions, on advertising of banking services and products.
Order EHA/1608/2010, of June 14, on transparency of the conditions and information requirements applicable to payment services (BOE of 18).
Order EHA/1718/2010, of June 11, on the regulation and control of advertising of banking services and products (BOE of 18).
Law 16/2009, of November 13, on payment services. The Payment Services Law transposes Directive 2007/64/EC on payment services into the Spanish legal system.
Regulation (EC) 924/2009, of the European Parliament and of the Council, of September 16, 2009 on cross-border payments in the Community.
Regulation (EU) 260/2012, of the Parliament and of the Council, of March 14, 2012, which establishes technical and business requirements for transfers and direct debits in euros, and which modifies Regulation (EC) 924/2009.
Law 41/2007, of December 7, which modifies Law 2/1981, of March 25, on the Regulation of the Mortgage Market and other regulations of the mortgage and financial system, regulating reverse mortgages and insurance dependency and by which certain tax rules are established (BOE of 8).
Law 22/2007, of June 11, on distance marketing of financial services intended for consumers.
Order ECO/734/2004, of March 11, on customer service departments and services and the customer ombudsman of financial entities.
Law 36/2003, of November 11, of economic reform measures.
Twelfth additional provision of Law 44/2002, of November 22, on Measures to Reform the Financial System.
Bank of Spain Circular 6/2001 , of October 29, regulating certain aspects of the legal regime of foreign currency exchange establishments.
Order of November 16, 2000, regulating certain aspects of the legal regime of foreign currency exchange establishments. currency exchange and its agents.
Law 2/1994, of March 30, on subrogation and modification of mortgage loans.
Royal Decree Law 19/2018, of November 23 , payment services and other urgent measures in financial matters.
Law 7/2017, of November 2, which incorporates Directive 2013/11/EU, of the European Parliament, into the Spanish legal system. and of the Council, of May 21, 2013, relating to the alternative resolution of consumer disputes.
