A basic payment account is a type of account that allows you to perform all the basic banking services.

It responds to the need to combat financial exclusion and ensures that everyone can lead a normal economic and social life.

If you meet all the requirements, at the Office for Non-Discrimination we can advise you on the steps to follow.

Who can ask for it?

These accounts can be requested by all adults who:

• Do not have any other bank account in Spain.

• Do not use the account for their professional activity (it cannot be used to run a business, but it can be used to receive wages).

• Are residents of the European Union (including customers who do not have a fixed address, are asylum seekers, or do not have a residence permit but their expulsion is impossible for legal or factual reasons).

What can you use it for?

Unlimited use to:

• Withdraw cash whenever you need it, both at your bank and at all European Union ATMs.

• Pay online.

• Deposit funds, such as wages or social benefits.

• Complete debit or prepaid card transactions.

Limited use for:

• Direct debits and transfers, with a maximum of 120 transactions per year.

These accounts allow you to have a debit or prepaid card and offer you other banking services, but it is NOT necessary or mandatory to purchase any of these services to open a basic payment account.

Is it free?

These accounts have a maximum cost of 3 euros per month (36 euros per year).

They can be free for people in a situation of vulnerability or at risk of financial exclusion for the first two years from the date of formalisation of the account (can be extended if the economic situation remains the same after this time).

The bank will ask you to prove your situation of vulnerability: provide the maximum amount of documentation you have to show your lack of income. If you are being cared for by a public service, ask them for a "report" that proves it. A standard certificate form can be found on this link.

Each bank has its own fees, which can be applied if you exceed the number of free procedures. Take a good look at the contract to make sure they don't charge you for things you don't need.

Steps to open it

All banks must offer these accounts by law To open a basic payment account, you must go in person to any bank branch to submit your application. You can find application forms here:

• General application letter

• Application letter for cases of international protection

• Application letter for accounts without fees

There you will be informed of the specific services included in the account, as well as the specific fees and conditions for using it. The bank must also provide you with two documents: one with all the pre-contractual information and one with all the possible fees you may be charged, if any.

Once at the bank, you will be asked for documentation to open the account:

• If you are a person with legal residence in the European Union (even if you do not have a permanent address) you must bring your identification document (ID, passport or residence card).

• If you are an asylum seeker, you will need to bring your asylum seeker card.

• If you do not have a residence permit but your expulsion is impossible for legal or factual reasons, you will need to bring your passport and documents that can prove your situation.

After applying, the bank will respond to you in writing and free of charge within a maximum of 10 days to let you know whether or not they grant you the account.

What can I do if they deny it?

1. Ask the bank to notify you in writing of the denial of access to a basic payment account, stating the specific reasons.

2. File a complaint or claim with the bank's Customer Service and, if applicable, with the bank's customer advocate at the same time.

3. If you get no response within one calendar month or if you receive a negative answer, file a complaint with the Bank of Spain Office:

   • Online: https://app.bde.es/psr_www

   • In writing, at the Bank of Spain Office in Barcelona:

OFICINA DEL BANCO DE ESPAÑA
Plaza de Catalunya, 17, 08002 Barcelona
Phone number: 934 824 700

Claim procedure

1. Identify the letter you send to the Bank of Spain with your name, address, ID card or any document you have and, if you have one, your representative.

2. Explain which bank and branch you are complaining about and provide proof that you have previously gone to the bank's customer service.

3. Finish your letter with the place and date of the document, as well as your original signature.

4. Attach a photocopy of the documents proving the claimed facts.

You will find standard forms to file your complaint here:

• Claim to the Customer Service of the bank (Model I)

• Claim to the Customer Service of the bank (Model II)

• Claim to the Bank of Spain

ALWAYS keep a copy of the document or entry submission registration number