Customer management

In offering our products and services Caja Madrid has always been guided by our concern for the society we live and do business in, all the more in the current economic situation. That is why the Caja Madrid commercial policy is guided by the following principles:

• Marketing anchored in a culture of customer service quality, staff training to ensure delivery of the right advice and the professionalism of commercial teams to achieve maximum customer satisfaction.
• Ensuring that vulnerable social groups are not excluded from financial services by working to give them access to credit and to banking distribution channels.
• The design of socially aware products and services, applying favourable terms to social groups faced with difficulties in obtaining financing and to small businesses to foster their development, or directly earmarking some of the income generated on certain products for donation to non-governmental organisations (NGOs).
• Transparent, ethical communication and advertising material at the heart of the relationship of trust between Caja Madrid and its customers.