Complaints

SKY REAL ESTATE & FINANCIAL SERVICES, S.L. (tax ID B87851150, BE code D286) wants you to raise any disagreement clearly. Your complaint helps us improve intermediation.

Through this channel you can: submit a complaint about service/attention, submit a formal claim about ICI services, obtain formal handling and a reply, and get information on going to the Banco de España if you disagree.

This channel covers complaints about real-estate credit intermediation services provided by SKY REAL ESTATE & FINANCIAL SERVICES, S.L. (BE D286). Any client or applicant for our services may use it.

• Service complaint: disagreement with how you were treated or attended.
• Formal claim: issue relating to services provided as a real-estate credit intermediary.

It does not replace complaints against the lending bank about the loan contract: those go to that bank’s customer service and, where applicable, the Banco de España regarding that bank.

Before going to the Banco de España you must complain to our customer service.

• Email: pqrs@skyfinancialservices.es (also reclamaciones@skyfinancialservices.es; for data matters gdpr@skyfinancialservices.es).
• Post: Avenida Manuel Fraga Iribarne 38, 1.ª planta, oficina 3, 28055 Madrid, España, ref. “ICI complaint” / “Complaint”.
• Indicative phone: +34 684 46 79 05 (we will ask you to formalise in writing).

Include: full name or company name, tax ID, notification address, clear facts, what you seek, date and supporting documents. Representatives must evidence authority.

Responsible area: Sky Financial Services legal-administrative department, with legal supervision where needed. Consumer response time: one month from filing, per Banco de España Banking Customer Portal guidance for registered intermediaries. Notification will use the channel you indicate (email or post). If we do not reply in time or you disagree, go to step 2.

You may complain to the Banco de España after evidencing the prior complaint to us. The BdE reviews transparency/customer-protection breaches and good practices; it does not replace the courts on unfair terms or other civil disputes.

• How to complain (Banking Customer Portal) ↗
• BdE e-office — conduct complaints ↗
• Public intermediary record ↗

Indicative postal address (Banking Customer Portal): Banco de España, C/ Alcalá 48, 28014 Madrid. Email is not a valid channel to file BdE complaints.

• Personal data: privacy-policy channels and, where applicable, a complaint to the AEPD (https://www.aepd.es/).
• Courts: competent courts under applicable law.