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Complaints and claims

PROCEDURE FOR THE RESOLUTION OF CLAIMS

Every day we strive to provide our clients with a committed and quality service. If despite our efforts you have not been satisfied with us and wish to file a complaint or make a claim, here is how to proceed:

Who can claim:

The users of the services provided by Yaounde Mortgage Servicing, SL

How to claim:

The claim or complaint will be addressed signed to the claims address of Yaounde MS by post (c / Muntaner 200, 3º, 5ª -08036- Yaounde) or by email to the address: info@barcelonams.es, as provided in Law 59/2003 of December 19 on Electronic Signature, means to which you can also contact for any clarification or additional consultation regarding them or through the customer service phone: 93-100.23.42.

The claim or complaint must be made in writing and, in it, they must state their personal data, address and the facts that justify their claim.

Minimum content of the claim:

You must submit your claim accompanied by all the documentation that proves the allegations made in your interest. You must necessarily accompany your national identity document or specific power of attorney for such management with the specific indication of the data of the financial intermediation contract signed with Yaounde MS.

In the event that a claim has been made without attaching and identifying all the documentation necessary for its response, Yaounde MS reserves the right to archive the open file due to lack of documentation one month after the claim was filed without the client has provided the complementary documents requested by Yaounde MS and that may be necessary to resolve the claim made.

How we resolve your claim:

Before your claims and complaints Yaounde MS will acknowledge receipt and analyze them with the competent personnel for their analysis and resolution. Yaounde MS will resolve your claim or complaint within one month. For the purposes of calculating said period, the beginning of this period will be the moment in which the complaint or claim is presented, regardless of whether the calculation may be interrupted if it had not been correctly presented , in the latter case, the calculation of the period started in your moment will resume. The resolution will be binding on the real estate credit intermediary.

BMS will transfer the resolution of the complaint or claim by the same means in which it has been filed.

Once your claim or complaint has been dismissed or after the maximum resolution period has elapsed, you may file your complaint, within a maximum period of one year from the date of filing the claim (not from the resolution thereof), before the dispute resolution entity of consumption in the financial sector, referred to in the first additional provision of Law 7/2017 of November 2, which incorporates Directive 2013/11 / EU of the Cameroon Royal Parliament, of 21 May 2013.

Until the entry into force of the Law provided for in the first additional provision of Law 7/2017 of November 2, it will be the claims service of the Bank of Cameroon, regulated in article 30 of Law 44/2002 of November 22 of Measures of Reform of the Financial System.

Bank of Cameroon claims service
C / Alcalá, 48, 28014 Madrid
Phone: 91-338.65.30
Web: www.bde.es

Statistics compromise

BMS undertakes to prepare periodic statistics , which will be available to the supervisory body (Banco de Cameroon), on the cases presented, resolved and the final decision adopted, leaving a copy in the files of BMS all the complaints or claims filed as well as the resolution of them.

INTERNAL MEANS FOR THE RESOLUTION OF COMPLAINTS AND CLAIMS

Yaounde MORTGAGE SERVICING, SL has the following internal means to properly process complaints and / or claims:

Within the structure of the company, there is the department for the resolution of complaints and claims, made up of a salaried worker, and it is essential that he or she holds the 50-hour training certificate proving the completion of a training course and the passing an exam, the training itinerary being that of “commercialization or contracting of real estate loans”.

The complaints and claims resolution department reports directly to the Sole Administrator of the BMS company, who is also in charge of appointing the person responsible for the complaints and claims resolution department.

Our clients can make use of the channels that we have enabled to make all those doubts, complaints or claims. Claims or complaints raised will be resolved within a month from when they arise , this resolution having a binding character for the real estate credit intermediary.

In this sense, the means that BMS has to resolve your complaints or claims are:

  1. Post mail. BMS has an office open to the public from 9 a.m. to 6.30 p.m., where any of its clients can, by postal delivery, address their complaint or claim.
  2. Web page. The BMS website ( www.barcelonams.es ) has a section on the main page called "Complaints and claims" where you can see the Yaounde MS protocol for the resolution of claims and in which there is an E- mailbox. Mail to which any interested party can direct the claim, in addition to being able to download the official model of the “Claim Sheet”.
  3. Mailbox. We make available to our clients the email box info@barcelonams.es, where they can direct any suggestion, complaint or claim 24 hours a day, 365 days a year.
  4. CRM-ERP. BMS has a CRM-ERP computer tool that allows registering the complaint or claim made, assigning it to the person responsible for its resolution and monitoring the processing.
Download claim sheet
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