Skip to content

Service Department

The Financial System Reform Measures Act 44/2002 of 22 November, Order ECO / 734/2004 of March 11, on customer service departments and the customer ombudsman of financial institutions, and the Order ECC / 2502/2012 of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the National Securities Market Commission and the General Directorate of Insurance and Pension Funds, are intended to improve information and customer protection through the creation of the necessary channels for greater transparency and better communication between users and financial institutions.

In this context, Loreto Mutua informs its mutual benefit fund members and participants in the pension plans that it manages, of the existence of a Customer Service Department which is obliged to resolve, within a month, complaints and claims presented to it, in accordance with its own Regulations.

This Department is located at the registered office of the Mutual Benefit Fund, Paseo de la Castellana 40, 28046 Madrid, (fax: 915 484 441 / email:

It is necessary to exhaust this route prior to the formulation of complaints and claims on paper before the Claims Service of the General Directorate of Insurance and Pension Funds, or through its website, due to lack of resolution or disagreement with the response of the Customer Service.

Participants in the Loreto Optima plan can submit their claims directly to the Loreto Optima Participant Ombudsman by writing to Mr. Urbano Blanes Aparicio or by post to C / Gran Vía, 64, 5º Dcha., 28013 Madrid. If the claim is presented to the Customer Service and the resolution is negative, it will be sent ex officio to the Ombudsman for a pronouncement.

For more information about the Customer Service Center please consult our Customer Service Service Regulations.