A bank in Spain asks for KYC/AML documents: what to send and how to respond
Your bank in Spain has asked for documents — this is a standard KYC or AML check. What exactly should you send, in what format, and what happens if you don't respond? This article gives practical answers. If your account is already blocked or the bank is closing your card, see our bank account blocked guide.
What is KYC and AML
KYC (Know Your Customer) is the identity verification process that banks are legally required to carry out. It is not an accusation of fraud — it is a standard regulatory obligation imposed on all financial institutions.
Not sure what the bank is asking for?
Upload the bank letter or app message. RightNOW explains what documents the bank requests, whether there is a deadline, what happens if you ignore it, and whether you need a full bank route or just a reply.
Check the bank request for €9.90 →AML (Anti-Money Laundering) is the broader framework: the full set of measures banks must implement to prevent money laundering and terrorist financing. KYC is one component of AML.
In Spain, the core KYC/AML requirements for banks are set out in Ley 10/2010 de prevención del blanqueo de capitales and its implementing regulation RD 304/2014. The EU framework comes from the AMLD directives. Supervision is carried out by Banco de España and SEPBLAC.
Want RightNOW to guide you step by step to the result?
RightNOW Action Plan for answering a bank KYC/AML request: we review the situation, gather documents, prepare the order of actions and guide you step by step.
Get the Action Plan for €59 →NAVISort out my blocked account — how to lift it correctly
NAVI will prepare the right complaint.
Why the bank requests documents
There are several common reasons why a bank may ask for documents:
- Periodic KYC refresh — banks update customer files regularly, especially for long-standing accounts where data has not changed in years.
- Change in transaction profile — large incoming transfers, new sources of funds, or unusual activity for the account type.
- Change in tax residency — the bank needs to update FATCA/CRS declarations.
- Change in legal status — new citizenship, new residence permit (TIE), business registration.
- Regulatory audit — Banco de España or SEPBLAC has initiated a sector-wide review.
- Expiry of a document on file — passport, residence permit, or power of attorney has expired.
- Opening a new product — mortgages, loans, and investment accounts require extended KYC.
What documents are typically requested
The specific list depends on your profile, account type, and what the bank is updating. Below are the most common categories.
- NIE + valid passport (for foreign nationals).
- DNI (for Spanish nationals).
- TIE — residence card (shows your permit type if applicable).
- The document must be valid: banks do not accept expired documents.
- Municipal registration certificate (certificado de empadronamiento) — issued within the last 3 months.
- Utility bill (electricity, water, gas) in your name — not older than 3 months.
- Bank statement with your address (accepted by some banks).
- Employment contract (contrato de trabajo) + last 2–3 payslips (nóminas).
- Tax return (declaración de la renta, modelo 100) for the most recent year.
- For self-employed (autónomo): quarterly declarations (modelo 130), bank statements.
- For pensioners: pension certificate showing monthly amount.
- For businesses: annual accounts, corporate account statements.
- Property or asset sale deed (escritura de compraventa).
- Inheritance deed (escritura de herencia) or donation agreement.
- Insurance payout or court award — the relevant decision or agreement.
- Investment income — brokerage or fund management statements.
- Loan — loan agreement showing terms of repayment.
- For corporate accounts: ownership structure documentation showing ultimate beneficial owners (>25%).
- If acting under power of attorney: notarised power of attorney + principal's identity documents.
- For Spanish SL/SA: extract from the Registro Mercantil + list of shareholders.
How to respond to the bank correctly
You should respond in writing and within the deadline stated in the bank's letter. A verbal response or phone call leaves no record and creates no evidence.
- Read the request carefully and make a list of everything the bank is asking for. If anything is unclear, ask for clarification in writing through the same channel (email, online banking, or formal notice (burofax)).
- Gather all the documents on the list. Check that your passport, TIE, and municipal registration certificate (empadronamiento) are current and not older than 3 months (for address documents). Translate or notarise foreign-language documents if the bank requires it.
- Prepare a cover letter. Briefly state who you are, reference the bank's request, list what you are enclosing and which item in the request each document covers. This helps the bank's compliance team verify the package quickly.
- Send the package with a paper trail: email with a read receipt, the bank's online portal with a screenshot of submission, or — in a dispute — a formal notice (burofax). Keep your proof of sending and copies of everything you submitted.
- Note the date of your response. If the bank set a deadline (e.g. 15 days), make sure you meet it. If you cannot, notify the bank in writing before the deadline expires and state when you will be able to provide the documents.
- Keep copies of everything — all submitted documents and all correspondence. If a dispute arises later, this is your evidence base.
When the request becomes a problem
A standard KYC request is normal practice. But sometimes the situation goes beyond what is reasonable:
- The bank asks for documents you objectively cannot have — for example, a 10-year income history from someone who recently arrived in Spain.
- The bank does not specify what it needs — it writes "confirm the origin of funds" without clarifying what it will accept as evidence.
- The bank blocked the account before the review was completed — without warning or a reasonable deadline to provide documents.
- The bank does not respond after receiving your documents — more than 30 days have passed, the block has not been lifted, and there is no reply.
- The bank refuses to accept documents that you consider adequate, without explaining why.
- The bank threatens immediate account closure without giving you the opportunity to provide documents or challenge the decision.
If any of the above applies to your situation, the next step is a formal written complaint.
How to file a complaint
Complaining about a bank in Spain follows two mandatory steps.
-
Step 1 — SAC (Servicio de Atención al Cliente)
Every bank in Spain is required to have an internal customer complaints service (SAC). Submit your complaint in writing — through the online banking portal, by email to the SAC address, or by registered letter. The response deadline is up to 1 month (15 business days for payment services). Keep your submission confirmation and complaint reference number.
RightNOW drafts the complaint to the bank's SAC → -
Step 2 — Banco de España (for breaches of service rules)
If SAC has not responded within the deadline, the response is unsatisfactory, or the bank has breached procedural obligations — you may submit a complaint to the Departamento de Conducta de Entidades of Banco de España. This is free of charge. Banco de España assesses whether the bank's conduct complied with regulatory requirements. Important: Banco de España does not award damages or forcibly unblock accounts — but its findings are an official assessment and can support further legal action.
How RightNOW acts
RightNOW assists in situations where the bank is not responding, has blocked an account without explanation, or is refusing to accept your documents.
- We analyse the bank's request and help you understand exactly what is needed and in what form.
- We prepare a structured cover letter to accompany your document package.
- We draft a formal written complaint to the bank's SAC with specific legal grounds.
- If needed, we prepare a complaint to Banco de España.
FAQ
1. Am I required to respond to the bank's document request?
Yes. Ley 10/2010 requires banks to carry out KYC/AML checks. If the customer does not provide the information needed to apply those measures, the bank may restrict or close the account.
2. What documents does a bank in Spain usually request?
NIE/passport, municipal registration certificate (empadronamiento), payslips or tax return, and for large transactions — origin of funds documents. The specific list depends on the request.
3. The bank blocked my account due to KYC — what should I do?
First, respond in writing with the full document package. If the block is not lifted, file a complaint with the bank's SAC. If SAC does not respond — escalate to Banco de España.
4. Can the bank close my account because of a KYC/AML review?
Yes, if the customer does not provide the required documents. However, the bank must give a reasonable deadline and prior notice. Immediate closure without warning is grounds for a complaint.
5. What is a titular real and why does the bank ask about it?
A titular real (beneficial owner) is the natural person who ultimately controls an asset. Under Ley 10/2010 (art. 4), banks must identify the beneficial owner. Relevant for corporate accounts and transactions handled by intermediaries.
Bank not accepting your documents, blocked your account, or not responding?
RightNOW reviews the request, prepares your document package, and drafts a formal complaint to the bank's SAC.
Submit a complaint to the bank →For informational purposes only. Every situation is individual — a proper assessment requires reviewing the specific documents and circumstances. Current as of June 2026.
Prefer to handle it yourself?
You can also use the official channels directly, often at no cost: Banco de España for bank complaints, DGSFP for insurance, OMIC or consumer services for consumer claims and Defensor del Pueblo for problems with public administration. Or go through the claim with RightNOW: we prepare the text, evidence and action path, then accompany the case through to the result.
Want everyday protection in Spain from bureaucracy?
Included: checks of Spanish documents, letters, requests and contracts before signing, Action Plans, consultation and sending your claims by burofax.
📩 Foreigners are the last to hear what affects them directly — laws, rules, new fees and opportunities.
We won't forget you. Leave your email — we'll explain it simply, in your language.
Checked by the RightNOW team · Change history
- Legal basis, deadlines and figures re-checked against official sources.
- Page published.
This guide is general information about Spanish law, not a legal opinion on your case. Rules change and outcomes depend on your own facts and documents — check your situation before you act on it.