Defence of customers
For the purpose of promoting and achieving a constant improvement in the quality of the service provided to customers, as well as to adapt to the requirements of Order ECO 734/04 on customer care departments and services and an ombudsperson for customers of financial institutions, Entities of Grupo Catalana Occidente have been provided with a Customer Service Department and, in addition, they have a Customer and Stakeholder Ombudsperson to attend to Complaints and Claims raised by their Customers, Insured Persons and Stakeholders.
All Claims or Complaints must be directed to said Customer Service Department, in the manner set forth in the Customer Defence Regulations (section "More Information"), recommending beforehand their consultation, in particular Articles 3 and 4 on the respective competences of the Customer Service Department and the Customer and Stakeholder Ombudsman, as well as Chapter II- “Procedure for the processing of claims and complaints”.
The head of the Customer Service Department is Mr. Albert Viñolas Martínez, Director of Service Quality and Customer Defence at Grupo Catalana Occidente. Their contact details are:
Avda. Alcalde Barnils, 63
08174 - Sant Cugat del Vallés (Barcelona)
Tel.: 900 102 978
The Customer and Stakeholder Ombudsman is Miquel Roca Junyent, a prestigious lawyer and one of the people who participated in the drafting of the Spanish Constitution of 1978.
Similarly, the contact details of the Customer Service Department are available on the individual websites of the different Group Entities.
The objective of the Complaints Channel is to receive, retain and process complaints about irregularities related to breaches of Grupo Catalana Occidente's Code of Ethics, its development protocols, any other regulation or internal policies of the Group and/or its individually considered Entities, as well as actions or omissions that result in an irregularity that is punishable under criminal law or the manipulation and/or falsification of financial data.
Any individual or company, either customer, suppliers, shareholders or other stakeholders of Grupo Catalana Occidente can report the irregularities or frauds relating to the Board, directors and employees of the Group, regardless of their position and level, as well as to the network of agents and partners connected to the Group. The contact details of the Corporate Internal Audit Department are:
Internal Corporate Audit Director
Grupo Catalana Occidente, S.A.
Avenida Alcalde Barnils, nº 63
08174 – Sant Cugat del Vallés
Similarly, the contact details of Internal Corporate Audit Department are available on the individual websites of the different Group Entities.
The complaint form is not subject to any pre-established form and must contain at least the following information:
- The irregularity reported, with details of the circumstances of the same, and as far as possible, supporting documents.
- Identification of the persons directly responsible for the irregularity, if known.
Once the complaint has been received, it will be managed by the Internal Corporate Audit department, in accordance with the provisions of the Action Protocol in cases of irregularities and fraud.