At 11Onze we protect all customers who feel they have been mistreated in their financial management, whether by banks or companies. For this reason, we have activated a complaints protocol and have set up a free legal advice service. Aina Ansó, from the legal department of 11Onze, explains it to us.

Since El Canut can be downloaded and the first customers have started to activate their accounts on 11Onze, the fincom has detected that some financial institutions are making it difficult to allow transfers to 11Onze accounts and other financial operations. These obstacles may constitute a violation of the Law on Consumers and Users and, for this reason, the 11Onze legal department has taken action and has promoted a complaint protocol.

“Our protocol is designed for situations in which a client considers that the former financial institution or a company with which they have dealings may be engaging in malpractice,” explains Ansó. The legal advisor argues that, on this point, the regulations are clear: if the client believes that any right is being violated, they have the right to file an out-of-court complaint, so that their case can be assessed. 

“These are always cases in which institutions or companies do not justify the reasons for this hindrance. They are not transparent with the reasons why they do it,” he says. Ansó also points out that, in the event that financial institutions make difficulties with the IBAN, other legal measures must be taken, as we have explained to 11Onze. 

An “easy and agile” process

And what does this protocol consist of? Ansó explains that 11Onze’s legal department has organised the entire procedure so that it is “easy, agile and so that the customer has to do practically nothing”. Thus, a four-step protocol has been established:

• First step: the customer’s notification. As soon as the customer feels that his or her consumer rights have been violated, he or she must inform his or her 11Onze agent. The 11Onze agent will send him/her a basic notification form, which will then be analysed by the legal department.
• Second step: fill in the notification form. Once the customer has received the notification form, they will have to fill it in with their personal details, the reason for the complaint, the amount of the claim if necessary, the details of the entity they believe may have committed malpractice, and other information regarding any other complaints they may have made previously. “Once the client has filled in the document, he or she will send it to his or her 11Onze agent, and the agent will forward it to the legal office,” Ansó summarises.
• Third step: the notification form goes to the 11Onze legal department. With the notification form in hand, the 11Onze legal department will begin to work with the complaint and draw up a report. All this advice will be provided free of charge. “In the legal department, we will validate all the information and take the measures we deem appropriate. For example, the drafting of a statement of claim, with all the legal bases that apply,” says the legal advisor. 
• Step four: the client submits the complaint. Once the complaint has been given legal status by the law firm, the relevant documentation will be forwarded to the 11Onze agent, who will forward it to the customer. The customer only has to send this documentation to the financial institution or company that he or she considers to have violated his or her rights so that the appropriate measures can be taken.

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.