Customer Support
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
- 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
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:
Data Protection
By sending an email through our customer service channels, you accept that the personal data provided through this form will be processed by BNEXT ELECTRONIC ISSUER E.D.E., S.L., with NIF B-88463534, for the proper management of your request, and such processing is necessary for the adoption of pre-contractual measures or the proper development of the contractual relationship. Your data will not be shared with third parties, except for Bnext group companies, such as Marcandita, S.L., for internal administrative purposes. The data provided will be kept duly blocked during the statute of limitations for liabilities associated with the processing, which may be up to ten years in cases required by anti-money laundering and counter-terrorist financing regulations. You may exercise your data protection rights through the following address: arco@bnext.es, as well as contact Bnext’s Data Protection Officer at dpo@bnext.es. In addition, you can file a complaint with the Spanish Data Protection Agency (www.aepd.es). For more information, you can access Bnext’s Privacy Policy: https://bnext.es/legal/pp. https://bnext.es/legal/pp.
