Complaints and Claims
Hugo Broker Agencia de Valores S.L. has established Customer Service Regulations (Reglamento Servicio de Atención al Cliente), which set out the procedures and methods for submitting complaints and claims. All complaints are handled by the Customer Service Department (SAC) in accordance with these regulations.
If you wish to submit a complaint, you may do so through the following channels:
Please address your written complaint to:
Hugo Broker Agencia de Valores S.L.
Customer Service Department (SAC)
Urb. La Carolina, Local N – Edif. Aries
29602 Marbella (Málaga), Spain
Alternatively, send an email to:
Customer Service Department opening hours: 09:00 to 18:00
Complaint Handling and Tracking
Upon receipt of a complaint, the client will receive an acknowledgement indicating the date and time of submission, together with a unique reference number to facilitate tracking.
Clients may enquire about the status of their complaint by emailing info@hugoinvesting.com and quoting their assigned reference number.
The Customer Service Department will resolve complaints within a maximum period of one month from the date of submission. Decisions will be reasoned and communicated to the client in writing, by email or post, through the applicable communication channel.
Complaints to the CNMV
If the client is dissatisfied with the decision, if their complaint has been rejected for admission, or if one month has elapsed since submission without a resolution, they may refer the matter to the Complaints Service of the Spanish National Securities Market Commission (CNMV).
Comisión Nacional del Mercado de Valores (CNMV)
Complaints Service (Servicio de Reclamaciones)
Calle Edison, 4
28006 Madrid, Spain
www.cnmv.es
Applicable Transparency and Customer Protection Regulations
The applicable regulatory framework includes, among others:
Law 10/2025 of 26 December, regulating customer service departments.
Law 44/2002 of 22 November, on Measures to Reform the Financial System.
Law 6/2023 of 17 March, on Securities Markets and Investment Services.
Order ECO/734/2004 of 11 March, insofar as its provisions remain applicable.
Order ECC/2502/2012 of 16 November, concerning the submission of complaints to the complaints services of financial supervisory authorities, insofar as its provisions remain applicable.
Please refer to our Customer Service Regulations (Reglamento Servicio de Atención al Cliente) in our Document Centre