BBVA Group Customer Care Offices and Bodies

You can send your communications, in accordance with the BBVA Group in Spain regulations for customer protection, which is available at all BBVA branch offices and at the following link.

You should first write to Customer Service, except in the case of individual pension plans, in which case you should write directly to the Customer Ombudsman.

Customers who receive a negative decision from Customer Service may submit to the consideration of the Consumer Ombudsman 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. In these cases, the Customer Ombudsman will issue a decision within one month of receiving the complaint/claim at second instance.

Customer Service must respond within one month from the date on which the complaint or claim was submitted to the bank by the customer. Similarly, the Customer Advocate, in the case of individual pension plans. 

In complaints or claims submitted by users of payment services regarding the rights and obligations arising from Titles II and III of Royal Decree-Law 19/2018 of 23 November, on payment services, Customer Service must respond no later than fifteen business days after the complaint or claim is submitted by the client to the bank. In exceptional situations, if a response cannot be provided within fifteen business days for reasons beyond the control of Customer Service, a provisional response will be sent, clearly stating the reasons for the delay and specifying the timeframe within which the payment services user will receive the final response. In any case, the limit for receiving the definitive response shall not exceed one month.

For claims involving crypto-assets, the claimant will be informed of the claim decision within two months from the date the bank received the claim. When, under exceptional circumstances, a claim decision cannot be made within two months from the date the claim was received, the claimant will be informed of the reasons for the delay, and a new decision date will be given.

The customer may turn to the Complaints Service of the Bank of Spain, the National Securities Market Commission, and the Directorate General of Insurance and Pension Funds if the response from Customer Service (or the Customer Ombudsman) was not satisfactory, or if no response was received after confirming that the previously established maximum deadlines had elapsed.  In addition, if the customer is an EU-resident consumer, they will not be able to go to the Complaints Services of the Bank of Spain, the National Securities Market Commission, or the Directorate-General for Insurance and Pension Funds for more than a year after filing the complaint or claim with Customer Services (or, in the case of individual pension plans, the Customer Advocate).

Before turning to these services, the regulation Order ECC/2502/2012 of November 16, which governs the procedure for submitting complaints to the Complaints Service of the Bank of Spain, the National Securities Market Commission, and the Directorate General of Insurance and Pension Funds, requires the customer to demonstrate that they first contacted Customer Service or, in the case of individual pension plans, the Customer Advocate.

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.

You can contact our Minimum Interest Clause Department.

• By email to departamentoclausulasuelo@bbva.com.

If you're a BBVA customer, your email address must be verified in our database for us to be able to definitively identify you and to ensure that communications via this channel are secure.

• If you're a BBVA customer and bbva.es user, you can do so at: My profile > Personal details > Email > Verify
• If you are not a bbva.es user, you can do so at: any BBVA branch or BBVA ATM

If you are not a BBVA customer: you must sign your request and attach and send it via email. You must also send a copy of your proof of ID.

• By letter: write to us at Apartado de Correos (Cláusulas Suelo) 1598. 28080 Madrid

We recommend you send your request via email in order to get the quickest response. 

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 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.