KYC complaint against a bank in Spain
If a bank requests KYC documents, restricts your account and then does not explain why or restore access after you responded, a written complaint to customer services is the next formal step.
Quick answer
- Written complaint to customer services required before escalating to the central bank.
- Response deadline: one month for the customer services reply; 15 working days for payment-service complaints.
- Keep proof of: documents submitted, dates sent, confirmation of receipt.
- No response from customer services after one month: escalate to Banco de España.
NAVI
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NAVI will prepare the right complaint.
Prepare your bank KYC complaint
NAVI will draft the written complaint with your evidence and a specific demand.
Prepare KYC complaintWhat to include in a bank KYC complaint
- Your full name, account number and ID number.
- Date the KYC request was received and what was asked.
- Date and method of your response: what you sent, how and to whom.
- Proof of document submission: email confirmation or upload confirmation.
- What action you expect: restore account, explain refusal, return funds.
What to do first
- Write the customer services complaint with the specific timeline and demand.
- Attach copies of all documents you submitted and confirmation of submission.
- Send through a traceable channel: email with read receipt or online banking complaint channel.
- Note the complaint référence number for follow-up.
Documents and evidence
- Bank messages, screenshots and access errors.
- KYC requests, documents sent and delivery proof.
- Account contract, statements and proof of origin of funds.
Deadlines and risk
- Complaint without timeline: customer services cannot act without dates.
- No proof of document submission: the bank can claim it never received your response.
- Verbal complaint at branch: no formal record, complaint deadline does not start.
- Complaint without a specific demand: the bank can acknowledge and do nothing.
- Going to the central bank without prior customer services complaint: case returned.
Customer services refused or no reply within the deadline?
Tell NAVI. Central bank complaint ready with the right documents.
Escalate to Banco de EspañaRelated pages
Information only, not legal advice. Public authorities, courts, banks and companies make their own decisions.
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