{"id":31142,"date":"2026-10-26T09:57:52","date_gmt":"2026-10-26T08:57:52","guid":{"rendered":"https:\/\/mutua.org\/atencion-a-la-clientela\/"},"modified":"2026-10-26T09:57:52","modified_gmt":"2026-10-26T08:57:52","slug":"atencion-a-la-clientela","status":"publish","type":"page","link":"https:\/\/mutua.org\/es\/atencion-a-la-clientela\/","title":{"rendered":"Atenci\u00f3n a la Clientela"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-av_section-dfa3fb2f58ed74405f7b3c4eedf70e94\">\n.avia-section.av-av_section-dfa3fb2f58ed74405f7b3c4eedf70e94{\nbackground-color:#1e3562;\nbackground-image:unset;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-av_section-dfa3fb2f58ed74405f7b3c4eedf70e94 main_color avia-section-small avia-no-border-styling  avia-builder-el-0  el_before_av_layout_row  avia-builder-el-first  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31142'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-2nq1lde-f5c2950a63b08d0f0cc6c5fe82c447a4 av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_div  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvja2ml1-909556f127055336e47e09a670946329\">\n#top .hr.hr-invisible.av-mvja2ml1-909556f127055336e47e09a670946329{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-mvja2ml1-909556f127055336e47e09a670946329 hr-invisible  avia-builder-el-2  el_before_av_hr  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-wsl3f6-722a4e2b1f22032ab8d41d359bae5d92\">\n#top .hr.hr-invisible.av-wsl3f6-722a4e2b1f22032ab8d41d359bae5d92{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-wsl3f6-722a4e2b1f22032ab8d41d359bae5d92 hr-invisible  avia-builder-el-3  el_after_av_hr  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvj9i72u-bcf279063bc6115668e687b877c90997\">\n#top .av_textblock_section.av-mvj9i72u-bcf279063bc6115668e687b877c90997 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-mvj9i72u-bcf279063bc6115668e687b877c90997 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1 style=\"text-align: center; font-size: 50px;\">Atenci\u00f3n a la Clientela<\/h1>\n<\/div><\/section><\/p><\/div><\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='av-layout-grid-1'  class='av-layout-grid-container av-av_layout_row-575c31e8c6cc3da0551a44f6e7e59d11 entry-content-wrapper main_color av-flex-cells  avia-builder-el-5  el_after_av_section  el_before_av_section  grid-row-not-first  container_wrap fullsize'  >\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvjcqwgx-35168810338d1409cd1ed058ba0f2f19\">\n.flex_cell.av-mvjcqwgx-35168810338d1409cd1ed058ba0f2f19{\nvertical-align:top;\n}\n.responsive #top #wrap_all .flex_cell.av-mvjcqwgx-35168810338d1409cd1ed058ba0f2f19{\npadding:0px 0px 0px 0px !important;\n}\n<\/style>\n<div class='flex_cell av-mvjcqwgx-35168810338d1409cd1ed058ba0f2f19 av-gridrow-cell av_one_half no_margin  avia-builder-el-6  el_before_av_cell_one_half  avia-builder-el-first  content-align-top av-zero-padding'  ><div class='flex_cell_inner'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvj9qac3-7087ad5f9b4dc2ec5fbbd9a2c709ee17\">\n.avia-image-container.av-mvj9qac3-7087ad5f9b4dc2ec5fbbd9a2c709ee17 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-mvj9qac3-7087ad5f9b4dc2ec5fbbd9a2c709ee17 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-mvj9qac3-7087ad5f9b4dc2ec5fbbd9a2c709ee17 av-styling- avia-align-center  avia-builder-el-7  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-31100 avia-img-lazy-loading-not-31100 avia_image ' src=\"https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2.jpg\" alt='' title='close-up-businesswoman-with-big-smile-2'  height=\"829\" width=\"2100\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2.jpg 2100w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-300x118.jpg 300w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-1024x404.jpg 1024w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-768x303.jpg 768w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-1536x606.jpg 1536w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-2048x808.jpg 2048w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-1500x592.jpg 1500w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-705x278.jpg 705w, https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/close-up-businesswoman-with-big-smile-2-240x95.jpg 240w\" sizes=\"(max-width: 2100px) 100vw, 2100px\" \/><\/div><\/div><\/div>\n<\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvjcqo5s-b027ebaf5251518585c331d4df86c36c\">\n.flex_cell.av-mvjcqo5s-b027ebaf5251518585c331d4df86c36c{\nvertical-align:middle;\n}\n<\/style>\n<div class='flex_cell av-mvjcqo5s-b027ebaf5251518585c331d4df86c36c av-gridrow-cell av_one_half no_margin  avia-builder-el-8  el_after_av_cell_one_half  avia-builder-el-last  content-align-middle'  ><div class='flex_cell_inner'><div  class='flex_column av-1pzllma-bf23c77549a1ec3ab6cc6f0d4e6b6ceb av_one_full  avia-builder-el-9  avia-builder-el-no-sibling  first flex_column_div  '     ><section  class='av_textblock_section av-mvj9j7e7-a0d30b86040456cf3f0b0a5b1b2a0995 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<h3>LA M\u00daTUA INFORMA DE LA EXISTENCIA DEL SERVICIO DE ATENCI\u00d3N A LA CLIENTELA<\/h3>\n<\/blockquote>\n<p>La Mutualidad dispone de un <strong>Servicio de Atenci\u00f3n a la Clientela (SAC)<\/strong>, encargado de atender, tramitar y resolver las quejas y reclamaciones formuladas por las personas usuarias en relaci\u00f3n con sus derechos e intereses legalmente reconocidos.<\/p>\n<p>Asimismo, la Mutualidad dispone del <strong>Defensor del Mutualista<\/strong>, \u00f3rgano independiente al que pueden someterse las reclamaciones en los t\u00e9rminos previstos reglamentariamente.<\/p>\n<\/div><\/section><\/div>\n<\/div><\/div><\/div><div id='av_section_2'  class='avia-section av-158n62a-9c71cea5940cacc2da1d62834f9e4684 main_color avia-section-default avia-no-border-styling  avia-builder-el-11  el_after_av_layout_row  avia-builder-el-last  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31142'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-lkzcfm-71a66709687d6a9b1b4c271b41c8a013 av_one_full  avia-builder-el-12  avia-builder-el-no-sibling  first flex_column_div  '     ><section  class='av_textblock_section av-mvj9l6vb-bbcf13fc6d32ceef15e75f454e86d424 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h3>Horarios de atenci\u00f3n<\/h3>\n<p>El Servicio de Atenci\u00f3n a la Clientela est\u00e1 disponible en <strong>Granollers<\/strong> en el siguiente horario:<\/p>\n<ul>\n<li>De lunes a jueves: de 9.30 a 18.30 h<\/li>\n<li>Viernes: de 8.00 a 15.00 h<\/li>\n<\/ul>\n<p>Horario de las delegaciones de M\u00fatua de Granollers (de lunes a viernes):<\/p>\n<table>\n<tbody>\n<tr>\n<td><strong>Delegaci\u00f3n de Barcelona<\/strong><\/td>\n<td>de 9.00 a 15.00 h<\/td>\n<\/tr>\n<tr>\n<td><strong>Delegaci\u00f3n de Sant Celoni<\/strong><\/td>\n<td>de 10.00 a 12.00 h<\/td>\n<\/tr>\n<tr>\n<td><strong>Delegaci\u00f3n de Caldes de Montbui<\/strong><\/td>\n<td>de 9.00 a 13.00 h<\/td>\n<\/tr>\n<tr>\n<td><strong>Delegaci\u00f3n de Arb\u00facies<\/strong><\/td>\n<td>de 9.00 a 14.00 h<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3>Plazo de resoluci\u00f3n de quejas y reclamaciones<\/h3>\n<p>La Mutualidad est\u00e1 obligada a atender y resolver las quejas y reclamaciones en el plazo m\u00e1ximo de <strong>un (1) mes<\/strong> a contar desde la fecha de su presentaci\u00f3n.<\/p>\n<h3>Servicio de reclamaciones de la autoridad supervisora<\/h3>\n<p>En caso de disconformidad con la resoluci\u00f3n adoptada por el Servicio de Atenci\u00f3n a la Clientela o por el Defensor del Mutualista, o si ha transcurrido el plazo de un mes sin resoluci\u00f3n, la persona interesada podr\u00e1 acudir al servicio de reclamaciones de la autoridad supervisora competente.<\/p>\n<p><strong>\u00d3rgano supervisor competente (Catalu\u00f1a):<\/strong><br \/>\nDirecci\u00f3n General de Pol\u00edtica Financiera, Seguros y Tesoro (DGPFAT)<\/p>\n<ul>\n<li>Direcci\u00f3n postal: Carrer del Foc, 57 \u00b7 08038 Barcelona<\/li>\n<li>Sede electr\u00f3nica: <a href=\"https:\/\/seu.gencat.cat\" target=\"_blank\" rel=\"noopener\">seu.gencat.cat<\/a><\/li>\n<\/ul>\n<p><strong>Advertencia previa obligatoria:<\/strong> para poder formular una reclamaci\u00f3n ante la autoridad supervisora, es imprescindible haber agotado previamente la v\u00eda interna, es decir:<\/p>\n<ol>\n<li>Servicio de Atenci\u00f3n a la Clientela<\/li>\n<li>En su caso, Defensor del Mutualista<\/li>\n<\/ol>\n<h3>Reglamento de funcionamiento<\/h3>\n<p>La clientela tiene a su disposici\u00f3n una copia del Reglamento del Servicio de Atenci\u00f3n a la Clientela y del Reglamento del Defensor del Mutualista, accesible:<\/p>\n<ul>\n<li>En todas las oficinas abiertas al p\u00fablico<\/li>\n<li>En la p\u00e1gina web corporativa: <a href=\"https:\/\/mutua.org\/es\/\">mutua.org<\/a><\/li>\n<\/ul>\n<p><!-- Cuando la clienta env\u00ede los reglamentos, sustituir el \u00faltimo punto por enlaces a los PDF:\n \t\n\n\n\n\n\n<li><a href=\"URL-REGLAMENT-SAC\" target=\"_blank\">Reglamento del Servicio de Atenci\u00f3n a la Clientela (PDF)<\/a><\/li>\n\n\n\n\n\n\n \t\n\n\n\n\n\n<li><a href=\"URL-REGLAMENT-DEFENSOR\" target=\"_blank\">Reglamento del Defensor del Mutualista (PDF)<\/a><\/li>\n\n\n\n\n\n\n--><\/p>\n<h3>Normativa aplicable de transparencia y protecci\u00f3n de la clientela<\/h3>\n<p>El Servicio de Atenci\u00f3n a la Clientela se rige, entre otras, por la siguiente normativa:<\/p>\n<ul>\n<li>Ley 44\/2002, de 22 de noviembre, de medidas de reforma del sistema financiero (modificada por la Ley 10\/2025).<\/li>\n<li>Orden ECO\/734\/2004, de 11 de marzo, sobre los departamentos y servicios de atenci\u00f3n al cliente y el defensor del cliente de las entidades financieras.<\/li>\n<li>Ley 10\/2003, de 13 de junio, sobre mutualidades de previsi\u00f3n social.<\/li>\n<li>Reglamento del Servicio de Atenci\u00f3n a la Clientela de la Mutualidad y Reglamento del Defensor del Mutualista.<\/li>\n<\/ul>\n<h3>Disponibilidad de la informaci\u00f3n<\/h3>\n<p>Esta informaci\u00f3n se encuentra disponible en todas las oficinas abiertas al p\u00fablico y en la p\u00e1gina web corporativa de la Mutualidad.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap av-mvj9mx86-2fbfa4786fc94937836b4f4d1b3333e1-wrap avia-button-center  avia-builder-el-14  el_after_av_textblock  avia-builder-el-last '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mvj9mx86-2fbfa4786fc94937836b4f4d1b3333e1\">\n#top #wrap_all .avia-button.av-mvj9mx86-2fbfa4786fc94937836b4f4d1b3333e1{\nfont-size:20px;\ntransition:all 0.4s ease-in-out;\n}\n<\/style>\n<a href='https:\/\/mutua.org\/wp-content\/uploads\/2026\/10\/DOCUMENTO-INFORMATIVO-A-LA-CLIENTELA_ES.pdf'  class='avia-button av-mvj9mx86-2fbfa4786fc94937836b4f4d1b3333e1 av-link-btn avia-icon_select-no avia-size-large 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