Accessibility

Accessibility statement

BBVA's Sustainability Policy is designed to create a positive impact on society, ensuring that no one is left behind as we support you in your ambitions to achieve more.

Our commitment to accessibility and universal design has driven us to launch numerous initiatives to remove any barriers users might face.

BBVA is dedicated to making its websites accessible, in compliance with Law 11/2023 of May 8, which transposes European Union Directives on accessibility.

This accessibility statement covers the public portal bbva.es as well as online banking, available on both the website and the Android and iOS mobile apps.

Compliance status

This website is partially compliant with Law 11/2023, dated May 8, due to the exceptions and areas of non-compliance detailed below.

Non-accessible content

The content listed below is not accessible for these reasons:

Non-compliance with Law 11/2023, dated May 8.

BBVA.es and Online Banking Website:

Criterion 1.4.4 Although users can increase the text size, the interface may not adapt correctly in certain situations.
Criterion 1.4.10 When the text size is increased, the interface does not reorganize into columns to facilitate reading.
Criterion 2.1.1 There are occasional issues with keyboard interaction.
Criterion 2.1.2 Some elements capture the keyboard focus.
Criterion 2.4.6 Problems with label definitions occur in certain cases.
Criterion 3.3.2 Instructions for handling certain components are sometimes unclear or missing.
Criterion 4.1.2 A component has an inappropriate role.
Criterion 4.1.3 Status messages are sometimes reported incorrectly.
Criterion 4.1.2 Some components have structural deficiencies that can make it difficult to use assistive tools.
Graphs: regarding data visualization in graphs, issues might arise related to the following criteria:
- Criterion 1.4.1: Use of color.
- Criterion 1.4.11: Contrast of non-textual elements.
- To mitigate these issues, data is sometimes displayed alternatively as tabular data. We are committed to making all our graphs accessible to everyone.

BBVA online banking mobile app:

Criterion 1.4.4 Due to screen size limitations on mobile devices, text enlargement is restricted to 120% instead of the 200% specified in the regulations.
Criterion 1.4.10 When the text size is increased, the interface does not reorganize into columns to facilitate reading.
Criterion 2.1.1 There are focus issues on non-interactive elements in certain cases.
Criterion 2.2.1 For security reasons, the user session cannot be extended.
Criterion 2.4.7 Some non-visual elements improperly capture the tab focus.
Criterion 3.3.2 Instructions for handling certain components are sometimes unclear or missing.
Criterion 4.1.3 Status messages are sometimes reported incorrectly.
Graphs: regarding data visualization in graphs, issues might arise related to the following criteria:
- Criterion 1.4.1: Use of color.
- Criterion 1.4.11: Contrast of non-textual elements.
- To mitigate these issues, data is sometimes displayed alternatively as tabular data. We are committed to making all our graphs accessible to everyone.

Preparation of this accessibility statement

This statement was prepared on June 1, 2025, and is based on assessments conducted by our expert accessibility teams, supported by periodic evaluations from our accessibility providers.

Given the high volume of updates to existing content, the creation of new features or content on our websites and mobile app, and our ongoing accessibility evaluations, some of the issues described might no longer be relevant by the time you read this statement.

Comments and contact details

If you find any content on this website inaccessible or have questions about the site's accessibility, please contact us at consultasgenerales@bbva.com or call Contact BBVA at 900 102 801.

If accessible information has been requested or a complaint made and it has been rejected, or the user does not agree, they can file a complaint with the BBVA Support Center.

We personally address each barrier identified by our customers and actively work to resolve them as quickly as possible.

Application procedure

An effective and appropriate application procedure will be established for use if the response to communication or a request is unsatisfactory.

Optional content

We are dedicated to removing all obstacles to access for our users, and have therefore integrated the necessary approach into our work processes to accomplish this goal:

Browsing with the keyboard or with the use of technical aids, such as screen readers.
Color contrasts based on the ratios defined in the standard.
Use and consistency of headers, buttons and links.
Semantics and application of the WAI-ARIA standard in complex interaction elements.
Clear and understandable language guidelines.

ILUNION seal of accessibility: BBVA phone online banking

Ilunion has certified the work done to remove barriers in our online banking for private individuals, both in the web version and in the mobile application, with its Ilunion Seal of Accessibility.

Easy ATM

An increasing number of ATMs within our network are now equipped with a user-friendly audio-guided interface. Learn more about audio-guided assistance at BBVA ATMs.

We have also enabled the “Withdraw cash,” “Check balance,” and “Change PIN” functions to allow users to use their mobile phone as a screen reader or connect to a Braille display.

High contrast ATM

Our ATMs now offer a high-contrast interface, making it easier for individuals with reduced vision or those using the machines in certain environmental conditions.

Contactless ATM

You can use our mobile application to make ATM withdrawals and, if you wish, you can receive audio assistance from your screen reader during the withdrawal process.

Clear language

We are continuously improving our contracts and product information sheets to ensure clear understanding. Moreover, PDF documents are becoming more and more accessible and user-friendly with the assistance of technical aids like screen readers.