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Legal Warning

Any individual or legal person being a client of a bank or financial institution supervised by the Institut Nacional Andorrà de Finances (INAF) and wanting to make a complaint related to any such supervised entities may present a complaint to this Institute.

Only clients or legally authorized persons may submit a complaint to the Institute once identity and/or authority to act on behalf of a third party have been duly accredited.

 Steps to follow to put forward a complaint at the INAF

 Step 1: Submit a complaint to the concerned entity

Before putting forward a complaint to the INAF, the client and/or claimant must have filed the related claim directly to the bank or financial institution.

To submit a complaint or claim in writing directly to the bank or financial institution concerned, we advise you to contact the customer service, the quality department or the General Management of the entity.

If no reply from the entity is received within a reasonable time since you complained, you might contact the INAF who, as the financial system supervisor, will analyse your claim.

Step 2: Put forward a complaint to the INAF

§  Obtain and fulfil the complaints form

Complaints Form

§  Present to the INAF the complaints form dully fulfilled and signed and attach any additional documents that you consider appropriate.

You might also send the above mentioned form and documents to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or hand it personally or send it by post to our offices:

C/ Bonaventura Armengol, 10

Edifici Montclar, bloc 2, 4a planta

AD500 Andorra la Vella

Principat d’Andorra

Reports issued by the INAF Claims Service are not resolving in relation to contractual responsibilities between the client and the entity, matter which is reserved to the Courts jurisdiction.

 If the analysis of the complaint putted forward to the INAF reveals a prudential concern that may go beyond the single customer complaint, the INAF may carry on specific controls under prudential supervision. Steps undertaken by the INAF in the framework of a prudential supervision cannot be shared with clients due to confidentiality.



18 / 09 / 2018

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