Step 2: Submit a complaint to the AFA

• Obtain and fulfil the complaints form
• Submit to the AFA the complaints form duly fulfilled and signed and attach any additional documents that you consider appropriate.

Submit a complaint

• You might also hand it personally or send it by post to our offices:

C/ Bonaventura Armengol, 10
Edifici Montclar, bloc 2, 4a planta
AD500 Andorra la Vella
Principat d’Andorra

Important information

Reports issued by the AFA Claims Service are not resolving in relation to contractual responsibilities between the client and the entity, matter which is reserved to the Courts jurisdiction.

If the analysis of the complaint putted forward to the AFA reveals a prudential concern that may go beyond the single customer complaint, the AFA may carry on specific controls under prudential supervision. Steps undertaken by the AFA in the framework of a prudential supervision cannot be shared with clients due to confidentiality.

Will not be admitted any complaint:

• Seeking a ruling on the abusive nature of a certain contractual clause.
• Raising controversies about the economic valuation of the damages that may have been caused to financial users.
• Not refering to specific operations. In this sense, it is not the responsibility of this Department to perform a complete audit of all the movements registered in the clients' accounts and that are reflected in the periodic statements or settlement documents issued by the entities.
• Whose object was the subject of judicial proceedings or the judicial proceeding is initiated during the processing of the complaint.