Complaints channel

If you wish to make a claim as an individual client-investor, please fill in the claim form for individuals.

If you wish to make a claim as a client-investor company, please fill in the claim form for companies.

Send your form through the following channels:

E-mail address:

reclamaciones@wecity.com

Postal address:

Cityprive PSFP SL Customer Service Department.
Paseo de la Castellana, 8, 28046 MADRID.

WECITY is obliged to attend to and resolve complaints within 30 calendar days of receipt of the claim or complaint. For more information, please see our Basic Investor Client Information.

Functions of the Customer Service Department:

1. The instruction of the files that are processed to attend to and resolve the complaints and claims that wecity’s clients present, directly or through representation. In accordance with the provisions of (i) Article 2, point 2 of Order ECO/734/2004, customer complaints and claims must refer to their legally recognized interests and rights, whether derived from contracts, transparency and customer protection regulations or good financial practices and uses, in particular, the principle of fairness, and (ii) Article 7 of Regulation (EU) 2020/1503 of the European Parliament and of the Council on PSFP.

2. To present, formulate and make reports, recommendations and proposals to wecity on those aspects within its competence and which it considers may favor the relationships of fairness and trust that should exist between wecity and its clients.

3. Issue a reasoned decision within 30 calendar days from the date of notification by wecity to the user of receipt of the complaint or claim. At the end of this period, the customer may appeal to the Complaints Service of the CNMV.

Reference to regulations on transparency and customer protection:

WECITY informs its users that the applicable regulations on transparency and customer protection, without being exhaustive, will be those provided for in Regulation (EU) 2020/1503 of the European Parliament and of the Council relating to PSFP, in Law 5/2015 of 27 April, on the promotion of business financing, and its implementing regulations, Law 2/2009 of 31 March, which regulates the contracting with consumers of mortgage loans or credits and intermediation services for the conclusion of mortgage loan or credit contracts and intermediation services for the conclusion of loan or credit contracts and Law 16/2011, of June 24, on consumer credit contracts.