Complaints and claims form for submission

 

Fill in this form with the information asked for and attach the documentation required for MoraBanc’s Customer Service to process your complaint or claim.
Your claim will be settled within a maximum deadline of thirty (30) calendar days from the time of its submission.

Should you have any questions, please see the financial ombudsman’s regulations.

Identification details of the claimant
I am a customer
Passport / DNI / NRT
Forename and surname(s) / Company name
Address
Identification details of the legal representative
(ONLY FILL IN IF THE FORM IS TO BE SUBMITTED BY A LEGAL REPRESENTATIVE)
NRT / NIE
Forename and surname(s) / Company name
Contact details
Postal address for notifications
Telephone number
Reason for the complaint or claim
Is the complaint or claim pending resolution, in litigation or has it been resolved in other courts?
*If you answered “yes”, specify whether the complaint or claim has been processed by a legal, arbitration or administrative body, and which one
Give the name of the branch, service or department at which the events that gave rise to the complaint or claim took place
Description of the events
I would like to make a complaint or claim about
Reason for the complaint
Alternative rulings on disputes

Once a claim has been lodged with Customer Service, if the verdict were not satisfactory or a month had elapsed from the submission of the claim without a ruling being handed down, or 15 days in the case of a payment service, you may address the following bodies:

Andorran Financial Authority (AFA)

Any individual or legal entity that is one of the bank’s customers may lodge a claim before the AFA by filling in the claims form posted on the AFA’s website at www.afa.ad. The form must have been duly filled in and signed with the documentation required uploaded for submission on the AFA’s website. You may also submit it in person or by post at the AFA’s head office: C/ Bonaventura Armengol, 10 Edifici Montclar, bloc 2, 4a planta AD500 Andorra la Vella Principat d’Andorra

Consumer Ombudsman’s Service of the Government of Andorra

Any individual or legal entity that is one of the bank’s customers may lodge a claim before the AFA by filling in the claims form posted on the AFA’s website at www.afa.ad. The form must have been duly filled in and signed with the documentation required uploaded for submission on the AFA’s website. You may also submit it in person or by post at the AFA’s head office: C/ Bonaventura Armengol, 10 Edifici Montclar, bloc 2, 4a planta AD500 Andorra la Vella Principat d’Andorra


Mora Banc Grup, SA,Mora Banc Grup, SA, with registered office at Av. Meritxell number 96, AD500 Andorra la Vella, is responsible for the processing of personal data contained in this form for the purpose of addressing your request. At any time you can access, rectify, delete, limit, oppose, request portability and withdraw your consent through the following email address: protecciodedades@morabanc.ad. For more information on the processing of personal data by Mora Banc Grup, SA, please consult the Privacy Policy.

You can also contact us by calling +376 884 884

 

This form will be forwarded to the Customer Service Department (client@morabanc.ad)

Other channels for submitting complaints to the Customer Service Department (SAC):

  • In person at our branches, by filling in the forms you will find in the mailboxes located in the customer service offices.
  • By postal mail to the SAC address: Av. Meritxell, 96 AD500 – Edifici Mil·lenni – Andorra la Vella