BME meets user needs
Corporate Social Responsibility Report 2014
1.4. USER PROTECTION.
As the management body for Spanish financial
markets and systems, BME is responsible for market
participants and retail investors, even though they are
not direct customers, as it considers its position allows
it to intercede on their behalf.
In BME’s dealings with retail investors, worth noting are
the services provided by the Investor Ombudsmen, set
up and maintained by the stock exchange governing
companies of Madrid, Barcelona and Valencia to aid
and protect investors. The Investor Ombudsman
handles their queries and complaints, attempts
to prevent complaints and claims from being filed
regarding transactions carried out on the stock
exchange, and endeavours to provide conditions
to clarify facts and concerns posed by investors and
intermediates between parties in conflict. When claims
are lodged by investors, the Investor Ombudsman
ascertains the details and, if the parties fail to reach an
agreement, issues a non-binding final report.
1.5. USER EDUCATION.
BME as the manager of Spanish financial markets
and systems carries with it a commitment to actively
participate in fostering a financial culture in Spain. In
this regard, it subscribes to the OECD’s Recommen-
dation on Principles and Good Practices for Financial
Education and Awareness launched in July 2005.
Given its significant role in the financial markets, BME
regards publicising and raising awareness of financial
matters in the most accessible and comprehensive
manner possible to be just another function of its
business activity, as well as an important channel for
end customers and brokers in markets to express
their concerns, interests, demands and worries.
The importance BME attaches to education is
reflected in Instituto BME, whose sole activity is to
organise educational services related to financial
markets in general and issues directly related to
BME’s ownmarket and systems products in particular,
Instituto BME opened a Facebook
account in 2014
although this activity may be complemented with
additional educational initiatives carried out by other