BBVA Group Customer Care Offices and Bodies

You can write to the BBVA Group in accordance with its consumer protection regulations for Spain, which are available at any BBVA branch and by clicking on this link.

Please address any letters to Customer Services, except for matters related to individual pension plans, in which case you should contact the Consumer Ombudsman Service directly.

If your request is dismissed by Customer Services, you may submit to the consideration of the Consumer Ombudsman Service any complaints or claims that are within the quantitative limits established in the Regulations. This option is without prejudice to the possibility of directly contacting the Claims Services detailed below.

Customer Services or the Customer Ombudsman must respond within a maximum of two months from the date on which the complaint or claim was filed.

In complaints or claims submitted by users of payment services in relation to the rights and obligations arising from Titles II and III of Royal Decree-Law 19/2018, of November 23, on payment services, Customer Services or the Customer Ombudsman must respond no later than fifteen business days of receipt of the complaint or claim. In exceptional situations, if a response cannot be offered within fifteen working days for reasons beyond the control of Customer Services or the Customer Ombudsman, the competent
authority will send an interim response, clearly stating the reasons for the delay in the response to the claim and specifying the period within which the payment service user will receive a definitive response. In any case, the limit for receiving the definitive response shall not exceed one month.

The customer may go to the Complaints Services of Banco de España,Comisión Nacional del Mercado de Valores or the Directorate-General for Insurance and Pension Funds if the response from Customer Services or the Customer Ombudsman were not satisfactory, or if no response was received after having proved that the following maximum limits from the date of filing the complaint or claim had been exceeded: fifteen working days if the complaint or claim is about a payment service, one month if the complaint or claim is not about a payment service and the customer is an EU-resident consumer, and two months if the complaint or claim is not about a payment service and the customer is a non-EU resident consumer or a non-consumer. In addition, if the customer is an EU-resident consumer, they will not be able to go to the Complaints Services of Banco de España, Comisión Nacional del Mercado de Valores or the Directorate-General for Insurance and Pension Funds more than a year has passed after filing the complaint or claim with Customer Services or the Customer Ombudsman.

Before recurring to these services, the regulation Order ECC/2502/2012, of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the Spanish National Securities Market Commission (CNMV) and the Directorate-General of Insurance and Pensions requires the customer to provide justification of their visit to the Financial Ombudsman Service.

Before recurring to these services, the regulation Order ECC/2502/2012, of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the Spanish National Securities Market Commission (CNMV) and the Directorate-General of Insurance and Pensions requires the customer to provide justification of their visit to the Financial Ombudsman Service.

Banco de España Complaints Service

Calle Alcalá 48, 28014 Madrid.

Investor Advice Office of the Comisión Nacional del Mercado de Valores

Calle Edison 4, 28006 Madrid.

The Directorate-General for Insurance and Pension Funds Complaints Service:

Paseo de la Castellana 44, 28046 Madrid.

• Banco de España form.
• Comisión Nacional del Mercado de Valores (Spanish Securities Market Regulator) form.
• Directorate-General for Insurance and Pension Funds form.

Autonomous Communities that require that Credit Institutions to have Complaint Forms available to consumers and users:

• Andalusia, Asturias, Canary Islands, Cantabria, Castilla-La Mancha, Catalonia, Galicia, Basque Country, Valencia.

Autonomous Communities that allow downloading the Complaint Forms from the website and printing them out for customers:

• Balearic Islands, La Rioja, Madrid.

Autonomous Communities where having Complaint Forms is not required:

• Aragon, Castilla y León, Extremadura, Murcia, Navarra, Ceuta and Melilla.

Claims and complaints helpline 900 812 679

In accordance with the previsions of Regulation EU 524/2013, of May 21, 2013, on online dispute resolution for consumer disputes, a link will be inserted to the platform of online dispute resolution launched by the European Commission. Customers may go to this platform to resolve any type of discrepancy or disagreement regarding online financial services:

Platform for Online dispute resolution.

Customer care and ombudsman service:

• Law 44/2002, of November 22, on reform measures in the financial system, modified partially by Law 2/2011 of March 4 on sustainable economics.
• Order ECO/734/2004, of March 11, on Customer Care Services and Departments and the Customer Ombudsman in Financial Institutions.
• Order ECC/2502/2012, of November 16, which regulates the procedure for submitting claims to the claims services of the Bank of Spain, the Spanish National Securities Market Commission (CNMV) and the Directorate-General for Insurance and Pension Funds.
• Law 7/2017, of November 2, incorporating into the Spanish legal system Directive 2013/11/EU, of the European Parliament and of the Council, of May 21, 2013, on the alternative resolution of consumer disputes.
  

Transparency of banking transactions and customer protection and another consumer protection regulation:

• Order ECE/1263/2019, of December 26, on transparency of terms and conditions and information requirements applicable to payment services, and through which order ECO/734/2004 of 11 March is modified, on Customer Care Services and Departments and the Customer Ombudsman in Financial Institutions, and Order EHA/2899/2011, of 28 October, on customer protection and transparency in banking services.
• Order EHA/1718/2010 of June 11 of the Ministry of Finance and Public Revenue on the regulation and control of the advertising of banking services and products, replaced by Circular 4/2020 of June 26 of the Bank of Spain on the advertising of banking products and services.
• Order EHA/1717/2010 of June 11 of the Ministry of Finance and Public Revenue, on the regulation and control of the advertising of investment services and products.
• Order EHA/2899/2011, of October 28 of the Ministry of Finance and Public Revenue (Official State Gazette of October 29), on transparency and consumer protection in banking services.
• Law 22/2007, of July 11, on distance marketing of financial services for consumers.
• Legislative Royal Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and users and other complementary laws.
• Circular 5/2012 of the Bank of Spain, of June 27, to credit institutions and payment services providers, on the transparency of banking services and responsibility in the granting of loans.
• Royal Decree Law 6/2013, of March 22, on protection for holders of certain savings and investment products and other financial measures.
• Act 5/2015, of April 27 on promoting business finance.
• Royal Decree-Law 11/2015, of October 2, relating to ATM cash withdrawal fees.
• Circular 2/2019, of March 29, of the Bank of Spain, on requirements for Information Documents from Commissions and Commission Statements, and payment account comparison websites, amending Circular 5/2012, of June 27, for credit institutions and payment service providers, on the transparency of banking services and responsibility in granting loans.
  

Mortgage loans:

• Law 2/1994, of March 30, on subrogation and modification of mortgage loans. Order EHA/2899/2011, of October 28 of the Ministry of Economy and Finance, on transparency and consumer protection in banking services.
• Act 41/2007, of December 7, modifying Act 2/1981, of March 25, on the regulation of the Mortgage Market and other mortgage and financial market regulations, on regulations of inverse mortgages and the Nursing-care Insurance, and through which such a tax law is established.
• Act 2/2009, of March 31, regulating the conclusion of mortgage loans or credits with consumers and intermediation services for the execution of loans or credit contracts.
• Royal Decree-Law 6/2012, of March 9, on urgent measures for protecting mortgage loan holders without resources.
• Act 1/2013 of May 14, on measures to strengthen protection of mortgage borrowers, debt restructuring, and subsidized rentals.
• Royal Decree-Law 1/2017 of January 20th, on urgent consumer protection measures in relation to minimum interest clauses.
• Royal Decree 536/2017, of May 26, which creates and regulates the Monitoring, Control and Assessment Commission provided for in Royal Decree-Law 1/2017, of January 20.
• Law 5/2019, of March 15, regulating real-estate credit contracts.
• Royal Decree 309/2019, of April 26, partially implementing Act 5/2019, of March 15, regulating real estate credit contracts and the adoption of other financial measures.
• Order ECE/482/2019, of April 26, amending Order EHA/1718/2010, of June 11, on the regulation and control of advertising of banking products and services, and Order EHA/2899/2011, of October 28, on transparency and customer protection in banking services.
  

Consumer credit:

• Act 16/2011 of June 24, on Consumer Credit contracts.
  

General contracting conditions:

• Law 7/1998, of April 13, on general contracting conditions.

Payment services:

• Order ECE/1263/2019, of December 26, on transparency of terms and conditions and information requirements applicable to payment services, and through which order ECO/734/2004 of 11 March is modified, on Customer Care Services and Departments and the Customer Ombudsman in Financial Institutions, and Order EHA/2899/2011, of 28 October, on customer protection and transparency in banking services.
• Royal Decree 736/2019, of December 20, on the legal system of payment services and payment institutions and through which Royal Decree 778/2012 of May 4 is modified, on the legal regime of electronic money institutions, and Royal Decree 84/2015, of February 13, in compliance with Law 10/2014, of June 26, on the regulation, supervision and solvency of credit institutions.
• Law 2/2011, of March 4, on Sustainable Economy.
• Royal Decree-Law 19/2017, of November 24, on basic payment accounts, transfer of payment accounts and comparability of fees.
• Royal Decree-Law 19/2018, of November 23, on payment services and other urgent financial measures.
• Order ECE/228/2019, of February 28, on basic payment accounts, payment account transfer procedures and requirements of the comparison websites.
• Royal Decree 164/2019 of March 22, establishing a free regime of basic payment accounts for the benefit of people in a situation of vulnerability or with a risk of financial exclusion.
  

Investment Services:

• Law 6/2023, of March 17, on the Securities Markets and Investment Services.
• Royal Decree 813/2023, of November 8, on the legal regime governing investment services enterprises and other organizations providing investment services.
• Delegated Regulation (EU) 2017/565, of the Commission, of April 25, 2016, supplementing Directive 2014/65/EU of the European Parliament and of the Council as regards organizational requirements and operating conditions for investment firms and defined terms for the purposes of that Directive.
  

Currency exchange establishment holders:

• Banco de España Circular 6/2001, of October 29, currency exchange establishment holders, modified by Banco de España Circular 3/2009, of December 18.
  

Deposit guarantee fund

• Royal Decree-Law 16/2011 of October 14, creating the Credit Entity's Deposit Guarantee Fund.
• Royal Decree 628/2010 of May 14, modifying Royal Decree 2606/1996, of December 20, on Deposit Guarantee Funds in Credit Entities, and Royal Decree 948/2001, of August 3, on Credit Systems Investor Compensation.
• Royal Decree 1012/2015, of November 6, implementing Law 11/2015, of June 18, on the recovery and resolution of credit institutions and investment firms, amending Royal Decree 2606/1996, of December 20, on deposit guarantee funds of credit institutions.