FAQ

• How does this merger affect me?

  Firstly, we would like to let you know that, at the moment, the contractual terms of the services you have taken out will not change. However, you should pay close attention to your correspondence in the coming months, because we are likely to propose changes to the contractual terms of certain products.

  You will also be able to access the entire CaixaBank branch network, which now also includes Bankia branches. We recommend that you continue using Bankia branches to carry out your banking transactions until we inform you otherwise. This is because we need to adapt the processes of both banks, and it is possible that a specific transaction may not be available at an original CaixaBank branch.

  As an imaginBank customer, the CaixaBank Best Execution, Safeguarding of Assets and Conflicts of Interest policies will apply to you. You can view the updated versions at any time at www.imagin.com.

  Finally, remember that you can also withdraw cash free-of-charge on debit at any of CaixaBank's nearly 9,500 ATMs.

• How does this merger affect me from Q4 2021?

  At that time, we anticipate operational integration, when the CaixaBank and Bankia computer systems will be merged. Before this integration, you are likely to experience changes to your services, although your direct debit, collection and payment transactions will not be affected by this change, and you will not need to do anything. The terms of your loans and the login details for accessing online banking will also not change. We will always let you know digitally about the next steps to be taken.

• What is my bank now?

  Following the merger in March 2021, the banks decided to keep CaixaBank's name and logo. Therefore, from a legal point of view, you become a CaixaBank customer, and all contracts you signed with Bankia are understood to be signed with CaixaBank.

  CaixaBank is a credit institution dedicated to the provision of financial services and to mediation in the marketing of third-party products and services, such as payment, insurance and similar services.

  imagin is a CaixaBank brand, so being an imagin customer means being a CaixaBank customer.

• How can I contact imagin?

  Our customers matter to us. For this reason, you can contact us at:

  • In the imagin portal, go to the "Contact us" section, where you will find our contact details.

  • By post, at Calle del Pintor Sorolla, 2-4, 46002-Valencia, tax ID A-08663619. CaixaBank, S.A. is registered in the Companies Register of Valencia, volume 10370, sheet 1, page V-178351, entry 2, in the Special Administrative Register of the Bank of Spain, number 2100, and it is supervised by the Bank of Spain (Calle de Alcalá, 48, 28014-Madrid).

  • In person, through the CaixaBank branch network (which now also includes Bankia branches).

• If I have any complaints, where do I go?

  You can contact CaixaBank's Customer Service through:

  • The form specifically dedicated to this purpose on the CaixaBank website. .

  • Email at servicio.cliente@caixabank.com.

  • Post, which you can send to CaixaBank's registered offices or any of its branches.

  We would like to remind you that we will reply within:

  • 15 business days, in the case of claims regarding payment services.

  • One month, for any other claim, if you are a service consumer.

  • Two months, for any other claim, if you are not a service consumer.

  If we do not respond within these periods or we dismiss your complaint, you can submit it, depending on content, to the Servicio de Reclamaciones del Banco de España (Bank of Spain Complaints Service), Calle Alcalá, 48, 28014 Madrid or online via its website (www.bde.es), the Servicio de Reclamaciones de la Comisión Nacional del Mercado de Valores - Departamento de Inversores (Complaints Service of the Spanish National Stock Market Commission - Investors Department), calle Edison, 4, 28006-Madrid (www.cnmv.es) or the Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones (Claims Service of the Directorate-General of Insurance and Pension Funds), Paseo de la Castellana, 44, 28046 Madrid (www.dgsfp.minico.es). In order to be able to submit a complaint to these institutions, you must have previously filed a claim with Customer Services.

• Information on the processing of your personal data and exercising your rights

  We would also like to inform you that due to the merger, CaixaBank has become data controller for your personal data, a responsibility previously held by Bankia.
  We assure you that at CaixaBank we work every day to ensure the security of our customers' information and transparent and responsible processing of your data.

  • Who is the data controller?
    The data controller is CaixaBank, S.A. with tax ID A-08663619 and registered office at Calle del Pintor Sorolla, 2-4 Valencia.

  • Can there be other data controllers?
    For certain activities, CaixaBank and CaixaBank Group companies will process your data jointly. You will find the list of companies that process your data, as well as the essential aspects of the joint data controller agreements at www.caixabank.es/empresasgrupo.

  • How will we process your data?
    When managing and maintaining your relationship with us, we will perform the following types of processing:

    1. Processing based on consent: This processing will only take place if you have given your consent to Bankia.

    2. Processing required for the execution of contractual relationships: this processing is necessary to formalise and maintain contractual relationships.

    3. Processing necessary to comply with regulatory obligations: this processing is necessary to adopt the measures imposed by the regulations applicable to CaixaBank Group's activity.

    4. Processing in order to satisfy legitimate interests pursued by CaixaBank or a third party, provided that said interests do not overrule your interests or fundamental rights and freedoms.

    You can find detailed information on how we process your data in our Privacy Policy, which we invite you to read at www.caixabank.com/politicaprivacidad.

  • What rights can I exercise and how can I do it?
    You can exercise your rights to access, rectify, object to processing, delete, restrict processing, transfer your personal data, withdraw consent and not be subject to automated decision-making in accordance with law.
    You can exercise these rights through the following channels:

    1. By email at: www.caixabank.com/ejerciciodederechos.

    2. By post, which you can send to Apartado de Correos n.º 209, 46080-Valencia or any of CaixaBank's branches.

    3. By using the options provided in your online banking service and in our mobile apps.

    Additionally, if you have any complaints related to the processing of your data, you can send them to the Spanish Data Protection Authority (www.aepd.es).