At Devengo, we are committed to ensuring transparency, protection, and customer satisfaction, guaranteeing that all complaints are handled in accordance with applicable legislation and the highest quality standards.

What is the Customer Service Department (SAC)?

The Customer Service Department (SAC, for its initials in Spanish: Servicio de Atención al Cliente) is available to all our clients to address and resolve complaints, claims, or incidents related to the services provided, in accordance with current regulations and our internal policies.

How can you contact Devengo’s Customer Service Department (SAC)?

You can submit your complaint or inquiry through the following channels:

Email[email protected] 
Postal mailCalle Barquillo, 40, 1º derecha28004 – MadridSpain

Procedure for Submitting a Complaint or Claim

To process your complaint or claim, please provide the following information:

  • Full name, surname(s), and ID number of the claimant and, where applicable, of their legal representative if the claimant is a natural person.
  • Company name and tax identification number (CIF) of the claimant and, where applicable, of their legal representative if the claimant is a legal entity.
  • Address for notification purposes.
  • Reason for the complaint or claim, clearly specifying the issues on which a ruling is being requested.
  • Office, department, or service where the incident that gave rise to the complaint or claim occurred.
  • A statement declaring that the complaint or claim is not currently being handled through any judicial, administrative, or arbitration process.
  • Place, date, and signature of the claimant or their legal representative.

You must also attach all documentation supporting your complaint.

Deadlines

  • Submission: 

You have a period of two (2) years from the time you have knowledge of the facts to file your claim.

  • Resolution: 

The Devengo’s Customer Service Department will resolve your claim within a maximum period of two (2) months from its presentation. If you do not receive a response within this period, or if you are not satisfied with the resolution, you may go to the Bank of Spain’s Complaints Service.

Claim before the Bank of Spain

If you are not satisfied with Devengo’s response, you may contact the Bank of Spain’s Claims Service:

  • Address: Departamento de Conducta de Mercado y Reclamaciones, Calle Alcalá, 48, 28014 Madrid.

Reference regulations

The Devengo Customer Service is governed by the following main regulations:

  • Order ECC/2502/2012, of November 16, on the procedure for submitting complaints to the complaints services of the Bank of Spain, the CNMV and the DGSFP.
  • Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters.
  • Order EHA/1608/2010, of June 14, on transparency of the conditions and information requirements applicable to payment services

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