24-hour customer service: the 11Onze model

Banks will have to provide personalised 24-hour customer service. This is stated in the draft of a new law, on which the Ministries of Consumer Affairs and Economic Affairs are working. At 11Onze we have been pioneers and have been offering this service from day one.


A fincom for people, made by people. This is one of the pillars of 11Onze and the raison d’être of our community. A vision that stems from the palpable need for customers to be attended to in a personalised way, to be listened to and advised in an ethical manner, and to look after their interests 24/7.

The draft of the new 24-hour customer service law will force banks to do what we already do. Leading companies often push for improvements before legislation does. Right now at 11Onze we are one of the few entities adapted to the law being prepared by the Spanish government and the first to offer a personal video-call service, ’11Onze a Casa’ (11Onze at Home).

The proposed regulation also includes requirements regarding the quality of service and urges financial entities to ensure that staff in customer service departments have specialised skills and training. Once again, we at 11Onze have gone beyond regulation with the CISI certificates.

The global financial crisis of 2008 and the banking corruption scandals made it imperative to reinforce the degree of protection for users of investment products and services, increasing the levels of transparency towards clients, and establishing greater control over businesses that provide these investment services.

It is in this context that some financial institutions, such as 11Onze, are not satisfied just to comply with the MIFID II regulations imposed by the European Union, but go further in training their employees, to guarantee the integrity, ethics, and quality of the services provided, and thus gain the trust of their customers, without waiting for a new regulation to force them to do so.


11Onze is becoming a phenomenon as the first Fintech community in Catalonia. Now, it releases the first version of El Canut, the super app of 11Onze, for Android and Apple. El Canut, the first universal account can be opened in Catalan territory.

If you liked this article, we recommend you read:


“CISI certifies more than 50 agents” Funds Society

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Funds Society explains how the CISI has certified over 50 11Onze agents.


CISI: at 11Onze the best-trained agents

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What are the CISI certificates? Why are they so prestigious?


‘11Onze at home’, closer to the community

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And you, have you already made an appointment?

Equip Editorial Equip Editorial
  1. Joaquin Lopez ArandaJoaquin Lopez Aranda says:

    Aixo esta molt be.

  2. Josep RuaixJosep Ruaix says:
  3. Francesc Estafanell PujolFrancesc Estafanell Pujol says:
    Francesc de Borja

    La catalanitat i per sobre de tot la claredat i transparència des del primer moment són els puntals que em motivaren a participar en aquest projecte comunitari

    • Jordi Oller says:

      Moltes gràcies pel comentari Francesc, així seguirem per molts anys!! Ens trobem a La Plaça.

      3 years ago
  4. Manuel Bullich BuenoManuel Bullich Bueno says:

    Això diu molt del vostre tarannà, i de la vostre manera de fer. Prioritzar l’atenció al client, informar-lo, dotar-lo de coneixement, la transparència,… Malauradament no tothom ho fa per no dir ningú.
    Orgullós de formar part d’aquesta família.

  5. Mercè ComasMercè Comas says:

    Anticipar-se a les lleis. Se´n diu “veure-les venir”. Les lleis són per regular, posar ordre en la convivència i protegir el dèbil. A 11onze no li cal que una llei li digui que s´ha d’atendre el client com una persona, ho dóna per fet, per això quan els altres van ell en ve. I segur que el negoci hi surt guanyant. Al planificar pots assegurar la qualitat del servei.

    • Elisabet Porqueras Garcia says:

      És així com tu dius Mercè, ens anticipem!, gràcies pel comentari

      3 years ago
  6. Joan Santacruz CarlúsJoan Santacruz Carlús says:

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