Support

At Bnext, we’re here to help you with the best support team

Our support team will help you resolve any kind of operational query, technical assistance, or potential issue you may encounter with all our products and services.

How can you reach us?

• Via email: support@bnext.es.
• Or through the “Help” section in your personal area of the Bnext App.

Complaint/claim to the Customer Service Department (SAC)

If your query is about the Bnext account or card and the Support team has not been able to resolve it or it has not been resolved to your expectations, you can contact our Customer Service Department (SAC). The SAC is responsible for resolving any complaint/claim you may have related to the operation of your Bnext account and card.

The Bnext SAC has its own internal regulations that you can consult here: SAC Regulations: SAC Regulations

How can you submit your complaint/claim?

You can do so through:

• Via email: sac@bnext.es
• Or by postal mail addressed to:
  Bnext Electronic Issuer E.D.E., S.L.
  Customer Service Department (SAC)
  Calle López de Hoyos, 135, 1ºC
  28002, Madrid

What information do I need to include to submit the complaint?

• Full name
• DNI or NIE
• Detailed description of the reason for the complaint or claim
• Any documentation you consider necessary to support or clarify the issue.

What is the process like?

We will send you an email to confirm that we have received your complaint and will respond within 15 business days, unless we need to request additional information to clarify the circumstances of the issue or verify your identity, which may extend the response time depending on when you provide it.

Once the complaint has been submitted to Bnext’s SAC and if the response has not been satisfactory or if one month has passed since the complaint was submitted without receiving a response, the customer may contact the Bank of Spain’s Complaints Service:

Bank of Spain
Department of Conduct of Institutions
Calle Alcalá, 48
28014 Madrid

Access the Bank of Spain Virtual Office

Access the Bank of Spain Customer Portal

For any other type of consumer-related complaint, we provide official complaint forms that you can download through the following links:

• Complaint form for customers of the Community of Madrid
• Complaint form for other communities