Notice board

Rates for commissions, conditions and costs that may be passed on to customers

 

The booklet on rates, commissions, conditions and costs that can be passed on to customers is available to our customers on this website, as is an information booklet on the fees for securities transactions and standard contracts for securities transactions.

 

Customer Service Department

 

In accordance with current regulations, claims for services and transactions carried out with Unicaja may be made on paper or by computer, electronic or telematic means. Provided that these media allow the documents to be read, printed and kept in advance:

  • MR JOSÉ FRANCISCO DOMÍNGUEZ FRANCO. CUSTOMER SERVICE DEPARTMENT. Avenue de Andalucía, 10-12. 29007 Malaga.
  • BANK OF SPAIN ENTITIES CONDUCT DEPARTMENT. (You must have previously complained to Unicaja's Customer Service Department).
  • NATIONAL SECURITIES MARKET COMMISSION. (In charge of protecting clients in the securities markets, for matters under its responsibility, and which requires having previously complained to Unicaja's Customer Service Department).
  • DIRECTORATE GENERAL FOR INSURANCE AND PENSIONS. (Competent in questions of insurance and which requires having previously complained to Unicaja's Customer Service Department).

 

Regulatory standards

 

The legislation that regulates the transparency of transactions and customer protection are contained in the following provisions:

  • Standard 8 of the Bank of Spain Circular 8/1990 of 7.09.90 (Official State Gazette - BOE 20.09.90).
  • Law 2/1994 on Subrogation and Modification of Mortgage Loans of 30.03.94 (BOE 04.04.94).
  • Order EHA 1665/2010 of 11.06.2010 (BOE 23.06.10) and Circular 7/2011 of the CNMV of 12.12.11 (BOE 24.12.2011) on the booklet of rates and content of standard contracts.
  • Order EHA 1608/2010, of 14th June 2010, on transparency of conditions and requisites of information applicable to payment services.
  • Law 16/2011 on Consumer Credit Agreements of 24.06.11 (BOE 25.06.11).
  • Order EHA/2899/2011, of 28 October, on the transparency and protection of banking services customers, and Circular 5/2012, of 27 June, of the Bank of Spain, on credit institutions and payment service providers, transparency of banking services and responsibility in the granting of loans.
  • Law 10/2014, of 26 June, on the regulation, supervision and solvency of credit institutions, implemented through Royal Decree 84/2015, of 13 February.
  • Royal Decree Act 19/2018, on 23rd November, on payment services and other urgent measures on financial matters.
  • Law 5/2019, of 15th March, that regulates real estate loan contracts (LCCI).
  • Royal Decree 309/2019, of 26th April, that partially develops Act 5/2019, of 15th March, that regulates real estate loan contracts and adopts other measures in financial matters.
  • Order ECE 1263/2019, of 26th December, on transparency of conditions and requisites of information applicable to payment services (modifica también la Orden ECO/734/2004, de 11 de marzo y la Orden EHA/2899/2011, de 28 de octubre).

 

Exchange rates on currency and banknote transactions

 

Our customers are provided with daily information on the minimum buying and maximum selling exchange rates applicable to transactions involving the purchase and sale of foreign currencies and banknotes from countries not forming part of the EMU, against euros up to a value of €3,000.

 

 

Bank Account Movement

 

Our customers have at their disposal, at any of our branches, as well as on the Unicaja website, the application form for transferring payment accounts and the "Practical Informative Guide on Bank Account Movements". This guide contains clear and detailed information about the transfer process to guide customers through it.

 

 

Loans

 

We inform our loan customers that the pre-contractual information sheet is available to them, free of charge.
We inform our customers of their right to request a free binding offer for mortgage loans and consumer credits.

 

We also inform our customers that the Bank of Spain has published the mortgage loan access guide and the informative booklet on the guide, The preparation of these documents was entrusted by article 20 of Order EHA/2899/2011, of 28 October, on the transparency  and customer protection in banking services

 

We communicate to our clients that Unicaja has adhered to the Code of Good Practices for feasible restructuring of debts with mortgage guarantee on first homes, included in the Addendum to Royal Decree Act 6/2012, of 9th March, on urgent measures to protect mortgage debtors without resources, in the last version introduced by Act 5/2019, of 15th March, that regulates real estate loan agreements.

 

That Code of Good Practices considers successive application of the following measures:

 1.- Feasible restructuring of the mortgage debt.

2.- If the restructuring is not feasible, an acquittal on the capital pending repayment that the Bank may decide to grant or not.

3.- Assignment of the property in lieu of payment with the possibility of a lease, if restructuring the debt is not feasible and the Bank requires acquittal.

 

Customers who want information about its content and/or the requirements that must be met to qualify for it, can go to their branch and ask for the document containing general information on urgent measures to protect mortgagors without resourses, or they can consult it directly in the link general information on urgent measures to protect mortgagors without resources. They can also visit their office for more information.

PSD (Payment Services Directive) is the acronym colloquially used for the European Payment Services regulations. The so-called PSD2 (Directive 2015/2366 on payments services in the internal market), is the second of the European directives that have come to substitute the first directive on this matter (PSD1) due to major sectors on the European payment market, in particular, card payments, Internet payments and mobile payments, still being broken up according to the national boarders. Many innovative payment products or services that have arisen in recent years were not fully or mostly covered by the scope of application of the PSD1.

 

 

PSD2 has been transposed to the Spanish juridical order through Royal Decree Act 19/2018 on payment services and other urgent measures in financial matters. The Royal Decree Act was enacted on 24th November 2018, except for the part on transparency and the rights and obligations that came into force on 24th February 2019, as well as the reinforced authentication security measures for clients and some open, common, secure communication standards, that shall come into force on 14th September 2019.

 

 

However, what exactly is PSD2?

 

It is a standard with the main objective of establishing a regulatory framework on the European payment services market, fundamentally in the digital environment, that has the following objectives:

  • To facilitate and improve security in use of payment services over the Internet.
  • To reinforce the level of user protection against potential fraud and abuse.
  • To promote innovation in payment services using mobile phones and the Internet.

 

 

How does this affect the clients?

 

By improving both the service offer as well as user security and protection:

 

 

1.   New services

In addition to the traditional payment services (deposits, withdrawals, standing orders, transfers, cards, PST and money transfers) there are two new services that require access to your payment accounts by a third-party provider of payment services with your prior consent. We remind you that your identifying credentials must not be notified to third parties. These two new services are: 

 

  • Payment commencement service. This service may be used to initiate a payment directly from your account through a payment service provider (a Bank for example). What you must do is give your specific consent using the online resources made available to you.
  • Account information services. This service is known as bank account aggregation. With this service, you may allow third-party payment service providers to access information on accounts you hold. This service is exclusively online and, in order for Unicaja to provide that information to a third party, you must previously provide your specific consent through that third party and you may also withdraw it through that party. You may also use Electronic Banking to see which third parties have your authorisation to access your account information.

 

PSD2 also regulates a fund confirmation service that allows a payment service provider issuing a card, with your prior consent, to consult your bank, your payment service provider account linked to the card, to see if there are available funds to honour the payment. This confirmation of funds will be a ‘YES’ or ‘NO’ regarding the sum consulted. Thus, the service may be applied to a debit card you have subscribed with a payment service provider (for example, Bank A) but which is domiciled in the account of another service provider (for example Bank B). Under no circumstance shall specific information be provided on the amount of your balance and it will only be possible if your account is accessible through Electronic Banking.

 

This possible third-party access to your accounts with your consent may be refused by the bank for objectively justified, duly documented reasons related to unauthorised or fraudulent access to the payment account by the third-party payment service provider. 

 

 

2.   Security and user protection.

  • To enhance security, strong customer authentication will be required, with exceptions, when accessing accounts online. This is based on the use of two or more identification elements independent of each other, i.e. if one is compromised, the others will remain reliable. Furthermore, it is designed in such a way as to protect the confidentiality of the authentication data.
  • On the other hand, the maximum losses a consumer or micro-company must bear in the case of an unauthorised payment operation taking place due to use of a lost, stolen or third-party misappropriated payment instrument, is reduced from 150 to 50 euros. 
  • The response time for complaints regarding payment services is reduced to 15 days and, in exceptional situations, up to a maximum of one month.
  • The protection foreseen for micro-company consumers is extended with regard to transparency of the conditions and information requisites applicable to the payment services, resolution and amendment of the framework contract and the rights and obligations in relation to provision and use of payment services. Notwithstanding this, an exception is made for micro-companies regarding application of the right to order reimbursement of standing order debits due to an authorised payment order initiated by a beneficiary or through it, for a term of eight weeks as of the date of the funds being debited to the account.
  • The regulations provide a non-renounceable right for the consumer or micro-company regarding termination of the contract at any time and without the need for any advance notice whatsoever, with effect once 24 hours have elapsed from receiving the application, except if there are related services in force. Termination shall be free of charge unless the contract has been in force for less than six months, in which case the bank may charge a commission for such termination. 

 

 

3.   Stricter security requisites in electronic payments (strong customer authentication)

PSD2 has made secure electronic payments one of its key axes. The regulation specifies obligatory application of specific security measures and procedures in electronic payment operations, especially remote ones. These measures and procedures are articulated around the concept of Strong Customer Authentication, with the English acronym "SCA".

 

With regard to security in payment operations, PSD2 concentrates especially on transactions of a remote nature made over the Internet. That emphasis is a direct consequence of the notable increase that such transactions, especially those performed by mobile devices, have undergone in recent years, driven by the surge in electronic commerce. 

 

The requisite to perform strong customer authentication when commencing an electronic payment transaction consists of the obligation for payment service providers (PSPs) that issue payment instruments to authenticate the identity of the person ordering, based on use of two independent security elements (authentication factors) every time a payment is made in a physical or electronic store.

 

Strong customer authentication is based on combined use of two of the following types of authentication factors: 

  • Something only the payer knows (KNOWLEDGE); a password for example.
  • Something only the payer has (POSSESSION); for example, a card, a mobile telephone.
  • Something the payer is (INHERENCT); for example, a biometric feature such as a fingerprint, the iris.

 

Thus, the PSP issuing the payment instrument may be sure that the payer is the person they say they are.

 

However, there are some legal exemptions and exceptions that make it possible not to always ask for two-factor authentication. This benefits the user experience, without making the payment any less secure 

 

Moreover, the SCA requisite only applies when both the payer’s PSP and the store’s PSP are in the European Economic Area (EEA). So payments with cards issued outside the EEA are not subject to SCA.

  • Personal payment by contactless card of amounts under € 20, up to a maximum of 5 operations or an accumulated amount of € 150.
  • Payments on Internet for an amount under € 30, up to a maximum of 5 operations, or an accumulated amount of € 100.
  • Recurring payments from the same account and to the same store.
  • Payments at unattended terminals on motorways, toll booths and parking lots.
  • Payments to receivers trusted by the holder, that the issuer is specifically instructed are such.
  • Some corporate payments.
  • Payments with low fraud risk.

 

The new SCA requisites linked to cases of exemptions and exceptions to your application involve a change in the way users of payment services are going to shop.

 

Notwithstanding the foregoing, one must point out that although strong customer authentication will come into force on 14th September 2019, there is a moratorium to apply SCA in Internet payments, so for the moment, users of payment services will not note changes in such transactions. 

 

MORE INFORMATION: The Frequent Questions of our web clarify situations that may arise due to this new regulation.

 

REMEMBER:

  • You must take reasonable measures in custody and use of your security credentials and cards. We recommend you to consult the security measures we advise you for your cards and the Unicaja Electronic Banking.
  • When authorising a third party to consult your accounts, we recommend that you carefully read all the terms and conditions of the service. Please note that by allowing access to your transactions, you will be responsible for the use that third party makes of your data.

 

Consumer rights to make payments in the European Union.

PSD2 (Payment Services Directive), Directive 2015/2366 on payment services in the internal market, a European directive that has the main aim of facilitating payments throughout Europe with greater security and promoting innovation of payment services over the Internet. This Directive has been transposed into the Spanish juridical order in Royal Decree Act 19/2018 on payment services and other urgent measures on financial matters.

 

This new regulation implies important changes in the industry, as it allows third party payment service providers to access the infrastructure of credit institutions. In this case, they are called "account servicing payment service providers", i.e. the payment service provider that provides a payer with one or more payment accounts and is responsible for their maintenance.

 

The aim of this regulation is to level the playing field between countries and payment service providers, thereby strengthening the consumer's position by increasing competition. It also seeks to standardise new payment methods, such as online and mobile payments, and the opening up by payment service providers of their payment services accounts to third party payment service providers, the so-called TPPs (Third Party Payment Service Providers). In conclusion, third party TPPs will be allowed to access payment account information of a bank's customers and initiate payments on their behalf, provided that the account holder authorises them to do so.

 

With PSD2, the payment service user may simply authorise the TPP to execute payments on its behalf through a bank account. That is, the TPP and the bank shall communicate directly using an API (Application Program Interface).

 

The companies or professional developers (TPPs) who fulfil the requisites of registration, authorisation and supervision by the competent authorities of each State, may use the APIs, consult their technical specifications and easily test them in a test environment called sandbox.

 

We provide you below the statistics on the availability and performance of PSD2 APIs in recent months:

 

Doubts or incidents that arise, both in the configuration process as well as within the scope of production, shall be resolved in the opening hours, 24 hours a day, 365 days a year, with the following Redsys contact data:

For claims, complaints or incidents that cannot be resolved using the above contact data, there is a client care service at Unicaja. The opening hours of this service is from Monday to Saturday, continuously from 8:00 h. to 22:00 h. on telephones +34 952 076 263

 

The service provided by Unicaja in the API infrastructure is provided with high availability. However, in the event that the service is interrupted, the contingency plan contemplates deactivating the SCA in the access every 90 days to allow the web scrapping without validating the eiDAS certificate.

 

ACCESS TO THE UNICAJA BANCO SANDBOX

If you wish to take out a mortgage loan on a property, you are entitled to receive an index of mandatory documentation (IDEP). This index lists all the documents that you must receive before you can take out the loan.

 

Law 3/2016, of 9 June, for the protection of the rights of consumers and users when taking out mortgage loans and credits on a property (Official Bulletin of the Andalusian Autonomous Government - BOJA of 16 June 2016).

Quarterly communication of discount and interchange fees by payment service providers

 

Interchange fees

 

Discount rates

In accordance with the provisions of Law 5/2019 of 15 March governing real estate credit agreements and Order EHA/2899/2011 of 28 October on transparency and financial services customer protection, Unicaja places at your disposal:

 

- The Pre-Contractual Information Sheet (Spanish initials, FIPRE), which is aimed at giving clear and sufficient information for guidance purposes about the loans without mortgage security offered by the Institution that are subject to Act 5/2019:

 

- The General Terms and Conditions Unicaja uses in agreements included under the scope of said Act 5/2019 for loans without mortgage security:

Individual Zero-Fee Plan

 

Professional Zero-Fee Plan