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You are at: bancaja > corporate information > customers > the bancaja commitment

the bancaja commitment

What is the Bancaja Commitment?

It's a new way of working together, designed to show you how everything we do it clear and transparent. What's more, if we fail to fulfil a commitment, we'll provide you economic compensation.

Who does the Bancaja Commitment affect?

It is designed for all of our individual clients in the domestic transactions they carry out, although its scope is so wide that professionals and companies may benefit from many of the measures in place as well.
It cannot be applied in Bancaja's foreign branches.

These are the 17 points of the Commitment Bancaja has made to its private customers in relation to their personal transactions. 17 points we are firmly committed to fulfilling.

1. Our contracts: clearer and with no small print
1. Our contracts: clearer and with no small print.
[Read commitment 1]
 
2. Before carrying out any transaction, we will state its cost
2. Before carrying out any transaction, we will state its cost.
[Read commitment 2]
 
3. We will notify our customers of insufficient funds and non-payments by means of an SMS message
3. We will notify our customers of insufficient funds and non-payments by means of an SMS message.
[Read commitment 3]
 
4. We will not return household bills
4. We will not return household bills.
[Read commitment 4]
 
5. We will not charge fees to youths or seniors for their accounts
5. We will not charge fees to youths or seniors for their accounts.
[Read commitment 5]
 
6. We will reply to loan applications within 24 hours.
6. We will reply to loan applications within 24 hours.
[Read commitment 6]
 
7. Any piece of information concerning your products or accounts within 24 hours
7. Any piece of information concerning your products or accounts within 24 hours.
[Read commitment 7]
 
8. First we pay your claims; then we study them.
8. First we pay your claims; then we study them.
[Read commitment 8]
 
9. We will inform you about the status of your claims within 48 hours.
9. We will inform you about the status of your claims within 48 hours.
[Read commitment 9]
 
10. If our ATM does not give you cash, we will pay twice the fee charged.
10. If our ATM does not give you cash, we will pay twice the fee charged.
[Read commitment 10]
 
11. We will replace your card within 24 hours.
11. We will replace your card within 24 hours.
[Read commitment 11]
 
12. We will publish a compliance report about the Bancaja Commitment and an Improvement Plan.
12. We will publish a compliance report about the Bancaja Commitment and an Improvement Plan.
[Read commitment 12]
 
13. People under 26 years old will not be charged for their cards.
13. People under 26 years old will not be charged for their cards.
[Read commitment 13]
 
14. If you lose your job, we will defer your mortgage repayments for 6 months for no extra charge.
14. If you lose your job, we will defer your mortgage repayments for 6 months for no extra charge.
[Read commitment 14]
 
15. We do not hide or disguise the cost of our services.
15. We do not hide or disguise the cost of our services.
[Read commitment 15]
 
16. 15 days to change your mind when you sign up for one of our products.
16. 15 days to change your mind when you sign up for one of our products.
[Read commitment 16]
 
17. We send up to €600 to your mobile if your card is lost or stolen.
17. We send up to €600 to your mobile if your card is lost or stolen.
[Read commitment 17]
 
The Bancaja Commitment. Always a step ahead.
 

C.I.V.F.: 23/01/08