Customer defence
For the purpose of promoting and achieving constant improvements in the quality of the service provided to customers, and to adapt to the requirements of Order ECO 734/04 on customer care departments and services and an Ombudsperson for customers of financial institutions, the entities in Grupo Catalana Occidente have set up a Customer Service Department to deal with complaints from customers and insured parties and, there is also a Stakeholder and Associate Ombudsperson to deal with complaints raised by stakeholders and associates.
All complaints must be addressed to said Customer Service Department, or the Stakeholder and Associate Ombudsperson in the case of stakeholders and associates, as set out in the Customer Defence Regulations (see "More Information" section). We recommend that these Regulations be consulted beforehand, in particular Articles 2 and 3, on the respective competences of the Customer Service Department and the Stakeholder and Associate Ombudsperson, and Chapter II, “Procedure for processing complaints”.
The Head of the Customer Service Department is Mr Albert Viñolas Martínez, Director of Service Quality and Customer Defence for Grupo Catalana Occidente, appointed to deal with complaints from insurance companies in Grupo Occident Hipotecaria EFC, S.A.U., Grupo Catalana Occidente Gestión de Activos S.A.U., SGIIC, and Occident GCO Capital, Agencia de Valores, S.A.U.
His contact details are:
Email: Defensa.Cliente.GCO@gco.com
Avda. Alcalde Barnils, 63
08174 - Sant Cugat del Vallés (Barcelona)
Tel.: 900,102,978
The Stakeholder and Associate Ombudsperson is LEGSE Abogados, S.L., ranked as a leading law firm in the insurance field by prestigious legal directories and appointed to deal with complaints from GCO Gestora de Pensiones, EGFP, S.A.U and GCO Previsión EPSV Individual.
Their contact details are:
Email: defensordelasegurado@legse.com
Calle Lagasca, 40
28001-Madrid
Tel.: 91.576.06.73
If customers have submitted a complaint to the aforementioned Customer Service Department or the Stakeholder and Associate Ombudsperson and do not agree with the resolution issued, they may contact the complaints service of the relevant supervisory body in each case, as indicated below, using the forms provided for this purpose, which are available in the "More information" section:
- Group insurance companies and GCO Gestora de Pensiones, EGFP, S.A.U. => Directorate-General for Insurance and Pension Funds (DGSFP).
- Occident Hipotecaria EFC, S.A.U. => Bank of Spain
- Grupo Catalana Occidente Gestión de Activos S.A.U., SGIIC and Occident GCO Capital, Agencia de Valores, S.A.U. => National Securities Market Commission (CNMV)
- GCO Previsión EPSV Individual => Basque Government
