{"id":384227,"date":"2026-01-15T12:11:20","date_gmt":"2026-01-15T11:11:20","guid":{"rendered":"https:\/\/ga-p.com\/?post_type=publicacion&p=384227"},"modified":"2026-01-15T12:11:23","modified_gmt":"2026-01-15T11:11:23","slug":"financial-institutions-customer-services-following-act-10-2025","status":"publish","type":"publicacion","link":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/","title":{"rendered":"Financial institutions\u2019 customer services following Act 10\/2025"},"content":{"rendered":"
\n
\n
\n
\n
\n\n

Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.<\/p>\n\n\n\n

\n
\n \"icon\"\n

Download document<\/p>\n<\/div>\n <\/div>\n

\n View document \"icon\"\n <\/a>\n <\/div>\n<\/div>\n\n<\/div>\n<\/div>\n\n\n
\n
\n\n\n
\n\n
\n
\n\n
\n
Autor\/s<\/div>\n
\n

\n <\/span>\n Reyes Pal\u00e1<\/span>\n – Academic Counsel<\/span>\n <\/p>\n <\/div>\n <\/div>\n \n \n

\n
Category<\/div>\n

\n <\/span>\n Analysis<\/span>\n <\/p>\n <\/div>\n \n

\n
Areas and sectors<\/div>\n

\n <\/span>\n Capital Markets<\/a>\n <\/p>\n

\n <\/span>\n Financial Services, Fintech & Insurtech<\/a>\n <\/p>\n <\/div>\n <\/div>\n<\/div>\n\n<\/div>\n<\/div>\n\n<\/div>\n\n <\/div>\n\n<\/div>\n\n\n

\n
\n
\n
\n
\n\n
\n\n\n
\n See previous \"icon\"\n <\/a>\n See next \"icon\"\n <\/a>\n <\/div>\n <\/div>\n<\/div>\n<\/div>\n\n\n
\n
<\/div>\n<\/div>\n\n<\/div>\n\n <\/div>\n\n<\/div>\n\n\n\n\n
\n
\n
\n
\n
<\/div>\n <\/div>\n <\/div>\n
\n \n
\n
\n \"Reyes <\/div>\n
\n
Reyes Pal\u00e1<\/div>\n
Consejera Acad\u00e9mica<\/div>\n
\n
\n \"email\"\n\n rpala@ga-p.com<\/a>\n <\/div>\n
\n \n Madrid<\/a>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n
\n Banking and Finance, <\/a>\n Capital Markets, <\/a>\n Corporate and M&A<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n \"icon\"\n\n \"icon\"\n\n <\/div>\n\n <\/div>\n
\n
\n
\n
\n \n
\n
\n \"Reyes <\/div>\n
\n
Reyes Pal\u00e1<\/div>\n
Consejera Acad\u00e9mica<\/div>\n
\n
\n \"email\"\n\n rpala@ga-p.com<\/a>\n <\/div>\n
\n \n Madrid<\/a>\n <\/div>\n <\/div>\n <\/div>\n
\n
\n
\n Banking and Finance, <\/a>\n Capital Markets, <\/a>\n Corporate and M&A<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n \"icon\"\n\n \"icon\"\n\n <\/div>\n\n <\/div>\n <\/div>\n <\/div>\n
\n
<\/div>\n
\n
\n
\"icon\"<\/div>\n
\"icon\"<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n \n\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.<\/p>\n","protected":false},"featured_media":322569,"template":"","publicacion_categoria":[126],"class_list":["post-384227","publicacion","type-publicacion","status-publish","has-post-thumbnail","hentry","publicacion_categoria-analysis-en"],"acf":[],"yoast_head":"\nFinancial institutions\u2019 customer services following Act 10\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo<\/title>\n<meta name=\"description\" content=\"Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Financial institutions\u2019 customer services following Act 10\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo\" \/>\n<meta property=\"og:description\" content=\"Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"Despacho de abogados G\u00f3mez-Acebo y Pombo\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-15T11:11:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/10\/Analysis.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2500\" \/>\n\t<meta property=\"og:image:height\" content=\"1308\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/\",\"url\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/\",\"name\":\"Financial institutions\u2019 customer services following Act 10\\\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/ga-p.com\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Analysis.jpg\",\"datePublished\":\"2026-01-15T11:11:20+00:00\",\"dateModified\":\"2026-01-15T11:11:23+00:00\",\"description\":\"Act 10\\\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/#primaryimage\",\"url\":\"https:\\\/\\\/ga-p.com\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Analysis.jpg\",\"contentUrl\":\"https:\\\/\\\/ga-p.com\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Analysis.jpg\",\"width\":2500,\"height\":1308},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/publications\\\/financial-institutions-customer-services-following-act-10-2025\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\\\/\\\/ga-p.com\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Financial institutions\u2019 customer services following Act 10\\\/2025\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/ga-p.com\\\/en\\\/\",\"name\":\"Despacho de abogados G\u00f3mez-Acebo & Pombo\",\"description\":\"G\u00f3mez-Acebo y Pombo es una firma de abogados independiente, con experiencia internacional, especializada en todas las \u00e1reas del derecho de los negocio.\",\"publisher\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/ga-p.com\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#organization\",\"name\":\"Despacho de abogados G\u00f3mez-Acebo & Pombo\",\"url\":\"https:\\\/\\\/ga-p.com\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/ga-p.com\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/Logo-1-1.svg\",\"contentUrl\":\"https:\\\/\\\/ga-p.com\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/Logo-1-1.svg\",\"caption\":\"Despacho de abogados G\u00f3mez-Acebo & Pombo\"},\"image\":{\"@id\":\"https:\\\/\\\/ga-p.com\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Financial institutions\u2019 customer services following Act 10\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo","description":"Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/","og_locale":"en_US","og_type":"article","og_title":"Financial institutions\u2019 customer services following Act 10\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo","og_description":"Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.","og_url":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/","og_site_name":"Despacho de abogados G\u00f3mez-Acebo y Pombo","article_modified_time":"2026-01-15T11:11:23+00:00","og_image":[{"width":2500,"height":1308,"url":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/10\/Analysis.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/","url":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/","name":"Financial institutions\u2019 customer services following Act 10\/2025 - Despacho de abogados G\u00f3mez-Acebo y Pombo","isPartOf":{"@id":"https:\/\/ga-p.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/#primaryimage"},"image":{"@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/#primaryimage"},"thumbnailUrl":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/10\/Analysis.jpg","datePublished":"2026-01-15T11:11:20+00:00","dateModified":"2026-01-15T11:11:23+00:00","description":"Act 10\/2025 reforms the regime governing financial institutions\u2019 customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.","breadcrumb":{"@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/#primaryimage","url":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/10\/Analysis.jpg","contentUrl":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/10\/Analysis.jpg","width":2500,"height":1308},{"@type":"BreadcrumbList","@id":"https:\/\/ga-p.com\/en\/publications\/financial-institutions-customer-services-following-act-10-2025\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/ga-p.com\/en\/"},{"@type":"ListItem","position":2,"name":"Financial institutions\u2019 customer services following Act 10\/2025"}]},{"@type":"WebSite","@id":"https:\/\/ga-p.com\/en\/#website","url":"https:\/\/ga-p.com\/en\/","name":"Despacho de abogados G\u00f3mez-Acebo & Pombo","description":"G\u00f3mez-Acebo y Pombo es una firma de abogados independiente, con experiencia internacional, especializada en todas las \u00e1reas del derecho de los negocio.","publisher":{"@id":"https:\/\/ga-p.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/ga-p.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/ga-p.com\/en\/#organization","name":"Despacho de abogados G\u00f3mez-Acebo & Pombo","url":"https:\/\/ga-p.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ga-p.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/09\/Logo-1-1.svg","contentUrl":"https:\/\/ga-p.com\/wp-content\/uploads\/2024\/09\/Logo-1-1.svg","caption":"Despacho de abogados G\u00f3mez-Acebo & Pombo"},"image":{"@id":"https:\/\/ga-p.com\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/publicacion\/384227","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/publicacion"}],"about":[{"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/types\/publicacion"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/media\/322569"}],"wp:attachment":[{"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/media?parent=384227"}],"wp:term":[{"taxonomy":"publicacion_categoria","embeddable":true,"href":"https:\/\/ga-p.com\/en\/wp-json\/wp\/v2\/publicacion_categoria?post=384227"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}