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Notice Board

Banking transparency and customer protection

Fees leaflet

Banco Alcalá, SA sets out the maximum fees and commissions to be applied to different transactions, in accordance with Bank of Spain regulations.Fees leaflet

Fees leaflet for banking services

Fees leaflet for the securities market

Mandatory declaration of rates for asset transactions

Regulations on transparency of transactions and customer protection

The regulations governing the transparency of banking transactions and customer protection are set out in the following provisions:

  • Order EHA/2899/2011, of 28 October 2011, on transparency and customer protection in banking services (BOE No. 261, of 29 October 2011).
  • Act 16/2011, of 24 June, on consumer credit agreements (BOE No. 151, of 25 June 2011).
  • Order EHA/1608/2010, of 14 June 2010, on transparency of conditions and information requirements applicable to paid services (BOE No. 148, of 18 June 2010).
  • Act 16/2009, of 13 November 2009, on paid services (BOE No. 275, of 14 November 2009).
  • Royal Decree 217/2008, of 15 February 2008, on the legal system for investment services companies and other organisations offering investment services, in the area of fees and standard agreements (BOE No. 152, of 23 June 2010).
  • Order of 16 November 2000, which implements Act 9/1999, of 12 April 1999, governing the legal system for transfers between European Union member states, as well as other provisions in the area of managing transfers in general (BOE No. 287, of 25 November 2000).
  • Circular 5/2012, of 27 June, issued by the Bank of Spain to banks and payment service providers on the transparency of banking services and responsible lending.


Other documents of interest

The following documents are available to the public:

  • Informative leaflet on mortgages.
  • Standard agreement for the services offered by the Bank.

General terms and conditions concerning investment services

Banco Alcalá, SA is authorised to offer investment and auxiliary services governed by MiFID regulations and Spanish regulations on financial markets, including the following:

  • Receipt and transfer of orders on financial instruments.
  • Carrying out orders on financial instruments.
  • Own-account transactions.
  • Placing financial instruments.
  • Discretional management of portfolios.
  • Advice on investment matters.
  • Administration and custody of financial instruments for customers' accounts.

In order to increase banking transparency and ensure maximum protection, we have set out for you the general terms and conditions concerning the investment services to be applied to the agreement between us. The content of this document should be understood as precontractual information for the purposes of Article 62 of Royal Decree 217/2008, of 15 February 2008, on customers classified as retailers

MiFID leaflet

Customer Service

The Banco Alcalá Group has a Customer Service to deal with and resolve any complaints and grievances customers might have. Customers should make use of this Customer Service before lodging any complaints with the Bank of Spain, the National Securities Market Commission - Comisión Nacional del Mercado de Valores or the Directorate General for Insurance's Ombudsman.

The contact details are as follows:

Customer Service

Calle Ortega y Gasset, 7, 4ª. planta
28006 Madrid
Tel.: 91 175 07 00
E-mail: atencionalcliente@bancoalcala.com

In accordance with article 9.1 b) of the Order ECO7734/2004 of 11th March on Customer Care Departments and Services and Customer’s Ombudsman in Financial Institutions, the Institution has the obligation of handling and resolving the complaints and claims issued by customers, within the term of two months starting from their submission in the Customer Care Service, or in any branch of the Institution open to the public, as well as by means of postal and electronic mail addresses appointed for that purpose.  

Should the Bank's Customer Service not provide any acceptable solution, customers may lodge complaints and grievances with the Bank of Spain's Banking Services Ombudsman [Servicio de Reclamaciones del Banco de España], with the Comisión Nacional del Mercado de Valores Investors' Ombudsman [Servicio de Reclamaciones de la Comisión Nacional del Mercado de Valores] or with the Directorate General for Insurance's Ombudsman [Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones], depending on the nature and origin of the action that gave rise to the complaint.

The contact details are as follows:

Banco de España

Servicio de Reclamaciones del Banco de España

Calle Alcalá, 48
28014 Madrid

Comisión Nacional del Mercado de Valores

Servicio de Reclamaciones de la Comisión Nacional del Mercado de Valores

Calle Edison, 4
28006 Madrid
Tel.: 902 149 200,
E-mail: inversores@cnmv.es 

Dirección General de Seguros y Fondos de Pensiones

Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones

Paseo de la Castellana, 44
28046 Madrid

Credit Organisations' Deposit Guarantee Fund

Banco Alcalá, SA forms part of the Credit Organisations' Deposit Guarantee Fund, set up by Royal Decree - Act 16/2011, of 14 October (hereinafter, "the FGD").

The FGD aims to guarantee that depositors with credit organisations and shareholders and holders of other financial instruments entrusted to a credit organisation can recover their cash and share deposits up to the agreed limits. As well as offering these two distinct and compatible guarantees, it also aims to carry out actions to strengthen the solvency and functioning of credit organisations in difficulty, and defend the interests of depositors, the FGD and the system made up of credit organisations as a whole.

Gesalcalá, SGIIC, S.A

Remuneration policy of Gesalcalá, SGIIC, SA

In accordance with the provisions of Article 23.1 s) of the Collective Investment Schemes Regulation approved by Royal Decree No. 1082/2012 of 13 July, please find attached detailed information regarding the remuneration policy of Gesalcalá, SGIIC, S.A. 

Depositary information

In accordance with the provisions of Article 23.1 t) of the Collective Investment Schemes Regulation approved by Royal Decree No. 1082/2012 of 13 July, please find attached detailed information regarding the Depositary Institutions responsible for safekeeping the CISs managed by Gesalcalá, SGIIC, S.A. 

RBC Investor Services España, S.A.U.

SANTANDER SECURITIES SERVICIES, S.A.

UBS BANK, S.A.

Notice: transfer personal data to the financial holding file

As a customer of BANCO ALCALÁ, S.A., you are hereby notified that pursuant to the provisions of Order ECC/2314/2015, of 20 October, on 6 May 2016 the Financial Holding File will become operational, as provided for by section 24 of Act 10/2010, of 28 April, on the Prevention of Money Laundering and the Financing of Terrorism.

In respect of the foregoing, in compliance with the provisions set out in section 53.1 of Royal Decree 304/2014, of 5 May, which passed the Regulations of Act 10/2010, of 28 April, on the Prevention of Money Laundering and the Financing of Terrorism, BANCO ALCALÁ, S.A. is under the obligation to inform its account holders, their representatives and proxies of the transfer of their personal data to the aforementioned File.