Complaints Policy

In compliance with Order ECO/734/2004 of 11 March on Customer Service Departments and the Customer Ombudsman of financial entities, Monex Europe Markets S.V., S.A.U. makes available this section to summarise the most relevant information regarding the handling of complaints and claims.

Monex has a specialised and autonomous Customer Service Department (SAC) responsible for protecting the legitimate rights and interests of customers in their relationships with the Company, handling complaints and claims submitted directly or by representation by all natural or legal persons, Spanish or foreign, who qualify as Monex customers.

Submitted complaints and claims must be resolved within two months of receipt by the SAC.

By Mail:
Monex Europe Markets S.V., S.A.U.
Picasso Tower, Plaza Pablo Ruiz Picasso, 1, 28020 Madrid
Attn. Customer Service Department

By Email: consultas.memsv@monexeurope.eu

Complaints must include:

• Full name, address of the customer (and representative if applicable), with copy of DNI/passport/NIE
• Clear description of the complaint, specifying the issues on which a ruling is requested
• Department or service where the events giving rise to the complaint occurred
• Information about what the customer considers Monex should do to remedy or compensate for the harm caused
• Confirmation that the matter is not under administrative, arbitral, or judicial review
• Place, date, and signature
• Supporting documentary evidence

If dissatisfied with the SAC response, or after two months without a response, customers may contact the CNMV Claims Service:

• Web: https://www.cnmv.es/portal/inversor/reclamaciones.aspx
• Madrid: c/Edison, 4, 28006
• Barcelona: c/Bolivia 56 (4ª planta), 08018

Customers must exhaust Monex's internal process before escalating to the CNMV.