LAYER 1 — COMMUNICATION CONTROL PROTOCOL
This protocol defines a structured, legally sound and professionally aligned approach to handling
incoming communications from financial institutions. It ensures full control, traceability and
protection against unauthorized or high-pressure interactions.
PART 1 — LEGAL NOTICE & CALL RECORDING
Legal Foundation
Within the Spanish legal framework, a participant in a call is entitled to record the conversation
for internal use. Informing the counterparty reinforces evidentiary validity and demonstrates
good faith, without imposing any legal risk on the institution.
Communication Principle
The message must remain clear, neutral and professional, avoiding any tone of confrontation
while establishing control and traceability.
Standard Script
“For internal control and compliance purposes, this conversation may be recorded and documented. Thank you for your understanding.”
Alternative Formal Versions
- “For compliance and asset protection purposes, this call will be recorded and documented.”
- “Please note that, for control and evidentiary purposes, this conversation will be recorded.”
Well-structured communication signals professionalism, reduces pressure dynamics and establishes
a controlled interaction environment from the outset.
Operational Application
- Deliver the message immediately upon answering.
- Ensure all unauthorized calls are recorded where applicable.
- Maintain correlation between recording and written log (date, time, caller).
- Store all records securely with restricted access.
PART 2 — IDENTITY & AUTHORIZATION VERIFICATION
Core Principle
Identity is not declared — it must be verified. Incoming calls are never trusted by default.
Verification Script
“Before proceeding, I need to verify your identity and authorization. Please provide your full name, institution, department and the purpose of your call.”
Required Information
- Full name and surname
- Financial institution
- Department (private banking, risk, advisory, etc.)
- Specific reason for the call
- Official contact number
Validation Process (Critical Step)
“Thank you. I will verify this information through official channels and, if appropriate, return your call.”
- Locate the official number of the institution.
- Call independently via verified channels.
- Request transfer to the identified individual.
What NOT to Do
- Do not trust incoming caller ID
- Do not call back unverified numbers
- Do not continue the conversation out of courtesy
Red Flags
- Urgency or pressure tactics
- Refusal to properly identify themselves
- No official callback channel
- Attempts to prevent call termination
- Unsolicited commercial proposals
Professional Termination
“At this time, I am unable to validate your identity. I will contact you through official channels if appropriate.”
Post-Call Classification
- ✔ Verified
- ⚠ Not verified
- 🚫 Suspicious
HNWI / Family Office Standard
- All communications redirected to controlled channels
- No decisions taken during incoming calls
- Full traceability and documentation maintained
Identity ≠ Verification
Verification = Independent callback via official channels
If verification is not possible → interaction is terminated