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MoraBanc

Complaints and claims form for submission

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Privacy policy

Information on the processing of personal data

In compliance with Law 15/2003 of 18 December on protection of personal data, the customer authorizes that the applicant’s personal data entered on this form will be incorporated into files owned and managed by MORA BANC GRUP, SA – MORA BANC, SAU (hereafter referred to as “MoraBanc”) to process the requested service and, if necessary, to comply with the contracts finally entered into, and also to ensure correct operational procedures.

The applicant expressly authorises MoraBanc to send him/her commercial and promotional communications for products and services and information on the Bank itself, social or other activities, in hardcopy by post or by electronic means (among others, short messages (SMS) to mobile phones, e-mail, etc.). This consent can always be withdrawn, without retroactive effect.

The fact of filling out this form implies that the applicant acknowledges that the information and personal data provided are true, accurate and correct; otherwise, MoraBanc declines all responsibility for the lack of truthfulness or correctness of the data.

The applicant authorises the data provided to be communicated or shared with third parties forming part of the MoraBanc business group, entities which are primarily active in the financial, insurance and service sectors. The applicant is considered as having been informed of this transfer of information by means of this clause. The applicant accepts that he/she may be sent information on any product or service marketed by these companies.

The data processing manager is MoraBanc. The applicant is hereby informed that the rights of access, rectification, suppression or opposition may be exercised in the terms established in current legislation.

 

Fill in this form with the information asked for and attach the documentation required for MoraBanc’s Customer Service to process your complaint or claim.
Your claim will be settled within a maximum deadline of thirty (30) calendar days from the time of its submission.

Should you have any questions, please see the financial ombudsman’s regulations

Other ways for submitting claims to Customer Service:

  • In person at branches by filling in the forms that you will find on the information display stands there.
  • Via email at client@morabanc.ad.
  • By post to Customer Service at the following address: Av. Meritxell, 96 AD500- Edifici Mil·lenni – Andorra la Vella.

1. Identification details of the claimant

I am a customer:

Es usted cliente:(Required)
Accepted file types: pdf, jpg, png, jpeg, Max. file size: 16 MB.

2. Identification details of the legal representative

(Only fill in if the form is to be submitted by a legal representative)

adjuntar archivo
Accepted file types: pdf, jpg, png, jpeg, Max. file size: 16 MB.

3. Contact details

4. Reason for the complaint or claim

Is the complaint or claim pending resolution, in litigation or has it been resolved in other courts?

¿El motivo de la queja o reclamación, se encuentra pendiente de resolución o en litigio, o ha sido resuelto en otras instancias?(Required)

If you answered “yes”, specify whether the complaint or claim has been processed by a legal, arbitration or administrative body, and which one:

Give the name of the branch, service or department at which the events that gave rise to the complaint or claim took place:

Attach additional documentation:

Max. file size: 16 MB.
Max. file size: 16 MB.
Max. file size: 16 MB.
Max. file size: 16 MB.
 

ALTERNATIVE RULINGS ON DISPUTES

Once a claim has been lodged with Customer Service, if the verdict were not satisfactory or a month had elapsed from the submission of the claim without a ruling being handed down, or 15 days in the case of a payment service, you may address the following bodies:

Andorran Financial Authority (AFA)

Any individual or legal entity that is one of the bank’s customers may lodge a claim before the AFA by filling in the claims form posted on the AFA’s website at www.afa.ad.

The form must have been duly filled in and signed with the documentation required uploaded for submission on the AFA’s website.

You may also submit it in person or by post at the AFA’s head office:

C/ Bonaventura Armengol, 10 Edifici Montclar, bloc 2, 4a planta AD500 Andorra la Vella Principat d’Andorra

Consumer Ombudsman’s Service of the Government of Andorra

Individuals and legal entities may likewise submit a claim before the Consumer Ombudsman’s Service of the Government of Andorra by filling in the claims form posted on the website at https://www.comerc.ad/consum.

Complaints and claims may also be submitted in writing to the Unit of Traders and Consumers (Camí de la Grau, Edifici Prat del Rull, 4a planta, Andorra la Vella) by using the consumers’ claims form.

Mora Banc Grup, SA, with registered address at Av. Meritxell 96, AD500 Andorra la Vella is the data controller of your personal data contained in this form for the purposes of handling your request. You may at any time access, rectify, erase, restrict, object, request the portability of your data and withdraw your consent by emailing us at protecciodedades@morabanc.ad. For further information on the processing of personal data by Mora Banc Grup, SA, please see the Customer. Privacy Policy on our website at http://www.morabanc.ad