Feedback & Complaints

The aim is to address customer rights and interests

Finsolutia is a loan servicer. Pursuant to market best practices, Finsolutia has instituted the Ombudsman figure to liaise with customers whose debt is managed by Finsolutia on behalf of a creditor.

This individual’s job is to answer all customers who want to or have filed a complaint and are not satisfied with the response or with the service that was provided.

The aim of the Ombudsman is to address customer rights and interests, by being the key point of contact to facilitate a resolution. This figure reinforces Finsolutia’s commitment to high ethical standards, fairness and good faith principles, in order to assist and enhance service quality.

Contacts
office work

  • Your loan was sold to the current creditor and accordingly to article 1528 of the Civil Code, the associated rights and obligations of the original creditor have been transferred to the new creditor. As of now, you will have a new range of payment options that were not available to you previously. Each individual case may vary, Finsolutia may be able to offer you various resolution options to help you restructure or pay off your debt.

  • Customers with accounts managed by Finsolutia may contact the Ombudsman on issues related to their account.

  • The customer needs to first go through the regular channel of contacting the company’s asset management service. However, if the customer does not agree with the response or with the service that was provided, they may then contact the Ombudsman.

  • We hope that you may help us to improve our services, and we are pleased to receive your comments/suggestions through the following contact options:

    By our contact form.

    Our Portuguese contact:

    • By email: ombudsman@finsolutia.com
    • By letter to the following address:
      Provedor do devedor Avenida dos Combatentes nº 43, 12º Piso, 1600-042 Lisboa, Portugal.

    Our Spanish contact:

    • By email: reclamaciones@finsolutia.com
    • By letter to the following address:
      Defensor del deudorCalle de Cardenal Marcelo Spínola nº 14, 4ª Planta, 28016 Madrid, Spain.

    *We are updating our website.

  • An immediate acknowledgement of the receipt of the submitted claim will be provided. If necessary, the Ombudsman may request the customer for the all of the relevant information, documentation, history that is needed in order to analyze and study the claim. Fulfilling Ombudsman directives, a formal answer will be provided.

  • Within a time-span of 30 days the customer will receive a written resolution proposal from the Ombudsman.