Customer Service (SAC)

‍‍At SPLIT PAYMENTS, S.L., we are committed to providing high-quality customer service, ensuring the effective and objective protection of your rights. Below, you will find all the necessary information to contact our Customer Service Department.

Customer Service Department

If you have any complaints or claims, you can contact our Customer Service Department through the following channels:

• Postal Address: 
  • FLANKS. Servicio de Atención al Cliente (SAC)
  • Calle Tarragona, 157, planta 16, Barcelona 08014 (Spain)

• Email: sac@flanks.io
• Telephone: + 34 93 046 75 82. The timeslot for contact will be from 9 am to 6 pm, Monday to Friday, on working days in Barcelona, Spain.

Complaint and Claim Resolution Timeframe

Flanks will respond to all questions submitted by you in writing or another durable medium within a reasonable timeframe, and no later than fifteen (15) business days from the date of receipt. In exceptional circumstances, if a response cannot be provided within this period due to reasons beyond Flanks’ control, you will receive an interim reply explaining the delay and specifying the timeframe for the final response, which will not exceed thirty-five (35) business days.

Financial Services Customer Protection Commissioner

If you are not satisfied with the resolution provided by our Customer Service Department, and after exhausting these avenues, you may submit your complaint or claim to the relevant Financial Services Customer Protection Commissioner (Bank of Spain).

• On-site:‍
  • At the following address: 
  • Bank of Spain - Department of Conduct of Entities 
  • Calle Alcalá 48, Madrid 28014 (Spain)

• Online:‍
  • Through the Bank of Spain's Bank Customer Portal: https://clientebancario.bde.es/pcb/es/  
  • File a Complaint or Query: https://app.bde.es/psr_www/psr_wwwias/xml/Arranque.html 
  • Please note that it is necessary to first exhaust the Customer Service Department process before filing complaints or claims with the Commissioner.

Customer Service Department Operating Regulations

Our Customer Service Department operates under a set of regulations that define the procedures for handling complaints and claims. You can review the full regulations at the following link (only available in Spanish): [Link to the regulations in PDF].

Transparency and Financial Services Customer Protection Regulations

At Flanks, we comply with the applicable regulations on transparency and financial services customer protection, including:

• Royal Decree 736/2019, of December 20, on the legal framework for payment services and payment institutions: It develops the legal framework for payment services and establishes authorization and registration procedures for account information service providers.
• Order EHA/2899/2011, of October 28, on transparency and protection ofbanking services customers.
• Royal Decree-Law 19/2018, of November 23, on payment services and other urgent financial measures.
• Order ECE/1263/2019, of December 26, on transparency of conditions and information requirements applicable to payment services.
• Order ECO/734/2004, of March 11, regarding customer service departments and the customer ombudsman of financial entities.
• Order ECC/2502/2012, of November 16, regulating the procedure for filing complaints with the complaints services of the Bank of Spain, the National Securities Market Commission, and the Directorate General for Insurance and Pension Funds.