Complaints policy

Sky Real Estate & Financial Services, S.L.
NIF: B87851150 | BE Code (ICI): D-286
(Formerly Finanzas del Cielo, S.L.)

Our commitment to you

At Sky Real Estate, the trust of our clients is at the heart of everything we do. We are committed to offering a transparent, accessible and professional service, both in the estate agency sector and in our capacity as Real Estate Credit Intermediaries (ICI). If at any point you feel that we have not met your expectations, we would like to hear about your experience. Your feedback helps us to continue improving and to maintain the quality standards you deserve.

What you can manage with us

  • Submit a complaint regarding dissatisfaction with the service received.
  • Submit a claim regarding disagreement with the services provided as an ICI.
  • Request the formal handling and resolution of incidents.
  • Obtain information on how to contact the Banco de España Complaints Service, should you disagree with the resolution.

Submitting a complaint or claim

Who can submit a complaint or claim

Any client or person who has requested our real estate or financial services.

What is considered a complaint or a claim

  • Complaint: expresses dissatisfaction with the treatment or service received.
  • Claim: an incident relating to the financial services offered as a Real Estate Credit Intermediary (ICI).

How to submit a complaint or claim

You can submit your complaint or claim by email or post, or by writing to us via our contact page.

Postal address:
Sky Real Estate & Financial Services, S.L.
Avenida Manuel Fraga Iribarne 38, 1ª Planta, Oficina 3
28055 Madrid

Email address:
pqrs@skyrealestate.es

Management and resolution process

  • Responsible department: Legal-Administrative Department of Sky Real Estate & Financial Services, with personalised legal supervision.
  • Maximum resolution timeframe: 30 calendar days from receipt of the request.
  • Means of notification: response will be provided via the channel specified by the client when submitting their request.

If you are not satisfied with the resolution (ICI services)

If you do not agree with the response received regarding our services as a Real Estate Credit Intermediary (ICI), you may contact the:

Banco de España Complaints Service
C/ Alcalá 48, 28014 Madrid
Telephone: 91 338 65 30
Email: consultasdereclamaciones@bde.es
Website: www.bde.es