Legal Information and Claims
- Information on supervisors
- Corporate Governance and Remuneration Policy
- Claims and Customer Services
Zinia is a registered trademark of Open Bank S.A., a financial institution registered in the Banks and Bankers Register of the Bank of Spain and at the Trade Registry of Madrid on page 202, volume 5308, sheet M-87030.
For Pay in 30 days and Pay in instalments
Pay in 30 days and Pay in up to 36 instalments are operated by Openbank S.A:
- Registered office: Plaza de Santa Bárbara 2, 28004, Madrid, Spain
- Telephone number: +49 (0) 69 945 189 175
- Fax number: +34 913 421 050
- Email address: hilfe@openbank.de
- Trade name: Openbank
- Tax ID number: A-28021079
- Legal business name: OPEN BANK S.A.
- Bank code: 0073
Openbank, in its normal course of business, is supervised by the following institutions, among others:
- European Central Bank and Bank of Spain.
- National Securities Market Commission (CNMV).
- PriceWaterhouseCoopers, S.L. (external audit).
- Banco Santander, S.A. (internal audit).
- National Tax Administration Agency.
- National Social Security Institute (INSS).
The internal audit is carried out by Banco Santander, S.A.
- Open Bank S.A., is a member bank of Spain's Deposit Guarantee Fund for Credit Institutions.
For lending products
Zinia lending products are operated by Open Bank S.A., Zweigniederlassung Deutschland
- Registered office: An der Welle 5, 60322 Frankfurt am Main, Deutschland
- Telephone number: +49 (0) 69 945 189 175
- Email address: kontakt@openbank.de
The competent supervisory authorities are:
- Bank of Spain, Calle de Alcalá 48, 28014 Madrid, Spain
- Bundesanstalt für Finanzdienstleistungsaufsicht (The German Federal Financial Supervisory Authority), Graurheindorfer Straße 108, 53117 Bonn und Marie-Curie Straße 24 – 28, 60439 Frankfurt
- European Central Bank, Sonnemannstraße 20, 60314 Frankfurt am Main
The headquarters, Open Bank, S.A., is also authorised to act as an insurance broker in Spain and Germany. The competent supervisory authority is the Directorate General of Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones), Paseo de la Castellana 44, 28046 Madrid, Spain.
You can reach our data protection officer by emailing:
Shareholder structure
| Name of shareholder | Number of shares | Percentage |
|---|---|---|
| Banco Santander, S.A. | 172,782,818 | 99.9994212 % |
| Cántabro Catalana de Inversiones, SA. | 10 | 0.000005788% |
For the purposes of Regulation 60 and 61 of Circular 2/2016 of 2 February of the Bank of Spain, issued to credit institutions regarding supervision and solvency, the following information is published:
- Articles of Association
- Regulations of the Board of Directors
- Organisational chart and prevention of conflicts of interest
- Risk procedures
- Internal control mechanisms
- Composition of the Board of Directors
- Composition of the Committees of the Board of Directors
- Remuneration of the identified group
- Remuneration of directors
- Suitability of directors and key executives
Want to get in touch with Zinia?
You can contact the Zinia Customer Service Department through the following channels:
- Telephone number: +49 216 1621 0029, Monday to Friday from 9 a.m. to 5 p.m.
- Email address: info.de@zinia.com
Claims and Customer Services
For Pay in 30 days and Pay in up to 36 instalments
In the event you’re not satisfied with the response provided by our Customer Service Department, you can contact the Claims and Customer Service Department of the Santander Group using the following contact details:
Claims and Customer Service of the Santander Group:
Post: Apartado de Correos 35.250, 28080, Madrid
Email address: santander_reclamaciones@gruposantander.es
Fax number: 91 759 48 36
Telephone number: +34 91 276 21 54 or +34 900 22 32 42
You can find our Customer Service and Customer Ombudsman Regulations here.
Customer Ombudsman
The Customer Ombudsman is an independent body and the Santander Group is subject to its decisions. You can submit claims and complaints to the Customer Ombudsman using the following contact details:
Mr. José Luis Gómez-Dégano and Ceballos-Zuñiga
Apartado de Correos 14019
28080 Madrid
Fax: +34 91 429 23 19
You can find the Customer Ombudsman Regulations here.
Bank of Spain
In the event you’re not satisfied with the response provided by our Customer Service Department or the Customer Ombudsman, or a period of one month has elapsed since the complaint or claim was submitted without response, you can submit the complaint or claim to the Bank of Spain in writing or online:
Banco de España
Departamento de Conducta de Entidades
C/Alcalá 48
28014 Madrid
To submit your claim or complaint to the Bank of Spain online, click here.
Please note that current regulations require customers to submit any claim or complaint to the Customer Service Department of the bank or the Customer Ombudsman, which acts independently as regards the principles and guidelines applicable to its duties, before it can be submitted to the Bank of Spain.
Complaint forms
Complaint forms are available at Openbank branches:
Paseo de la Castellana, 134, 28046 – Madrid
Plaza de Santa Bárbara, 2, 28004 – Madrid
Telephone number: +34 900 22 32 42
You can also download and submit the complaint forms via the following link: https://tramita.comunidad.madrid/denuncias-reclamaciones-recursos/reclamaciones-denuncias-consumo.
In accordance with the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013, on the resolution of online consumer disputes, you can choose to resolve any dispute or discrepancy regarding the services provided by accessing the online dispute resolution platform of the European Commission here: http://ec.europa.eu/odr.
For lending products
The customer may submit a complaint at any time free of charge by emailing beschwerde@openbank.de or by post to the following address:
Open Bank S.A. Zweigniederlassung Deutschland, Beschwerdedienst, An der Welle 5, 60322 Frankfurt am Main, Germany
The Bank will respond to complaints in an appropriate manner; in the case of payment service contracts, this will be carried out in writing (e.g., by letter or email).
The Bank participates in the dispute resolution procedure of the consumer arbitration board ‘Ombudsmann der privaten Banken’ (https://bankenombudsmann.de/). In this forum, the consumer has the opportunity to call on the ombudsman of private banks to settle a dispute with the Bank. The procedure is described in the ‘Rules of Procedure of the Ombudsman of Private Banks’, which are available on request or can be accessed online at https://bankenombudsmann.de/. The application for arbitration must describe the dispute to be settled and set out a specific request. The costs of the arbitration procedure shall be borne by the Bankers Association. Expenses incurred by the parties, such as postage or telephone costs, as well as costs for the involvement of a representative (e.g., a lawyer) will not be reimbursed.
The complaint must be submitted in writing (e.g., by letter, fax or email) to Ombudsmann der privaten Banken - Geschäftsstelle -, Postfach 04 03 07, 10062 Berlin; fax: (030) 1663-3169; e-mail: ombudsmann@bdb.de.
Furthermore, the customer may at any time lodge a complaint in writing with the Federal Financial Supervisory Authority, Graurheindorfer Straße 108, 53117 Bonn, about violations by the Bank of the Payment Services Supervision Act (ZAG), Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB). The complaints procedure is free of charge for the customer.
The European Commission has also set up a European online dispute resolution platform at https://ec.europa.eu/consumers/odr/. Consumers can use the online dispute resolution platform (ODR platform) for the out-of-court settlement of disputes arising from purchase or service contracts concluded online.
To submit a complaint to the ODR platform, the consumer fills out the electronic complaint form, which can be accessed via the link above. The consumer must provide the information specified, in particular the contact details of the trader, explain the complaint and provide their own contact details. The contact details of Open Bank S.A. Zweigniederlassung Deutschland are as follows:
Open Bank S.A. Zweigniederlassung Deutschland, An der Welle 5, 60322 Frankfurt
Use of the ODR platform is free of charge.