Legal notice and other documents

It is mandatory for all financial institutions to have digital copies of certain personal documents of their customers in order to verify their identity, their economic or professional activity or the origin of their funds, according to the Act 10/2010 on the Prevention of Money Laundering.

Failure to comply with this legal requirement may force us to cancel all accounts contracted by clients that do not provide this documentation.

(400 kB) -- Law 10/2010 on money laundering prevention

Necessary documentation

In order to continue offering these services, we need your cooperation.

The following are the documents that may be required:

  • Identification document (ID, Foreign National's Identification Number, Passport, etc.). 
  • Declaration of Economic Activity (DAE). A document filled in and signed by the customer giving details of his/her economic activity, either at the branch office or via Customer Login on bbva.es (My Profile). Complete it now.
  • Document proving your economic or professional activity. Depending on the customer type or activity, one of the following should be presented:

- Proof of current salary (no more than 3 months old).

- Certificate of employment issued by your employer.

- Certificate of earnings, pension or benefits.

- Most recent year's personal income tax return.

- Current employment contract.

- Declaration of inclusion in the taxpayers register (form 036).

- Registration of activities with the public revenue service (Spanish Government license for business activities).

- Last yearly or quarterly VAT or personal income tax statement.

- Most recent bill from a professional association.

- Social Security self-employed proof of payment (no more than three months old).

For more information, contact your usual adviser or go to a BBVA branch.

Payment services

Payment Services Law documents

(52 kB) -- Law 16/2009 of November 13.

 

Legislation

Which modifies Law 24/1988 of July 28 on the Securities Market. Spanish legislation.

(356 kB) -- Law 47/2007 of December 19

On the legal system of the investment service companies and other institutions that provide investment services and which partially modifies the regulations of Law 35/2003 of November 4 on Collective Investment Institutions, approved by the Royal Decree 1309/2005 of November 4. Spanish legislation.

(206 kB) -- Royal Decree 217/2008 of February 15

Directive 2004/39/EC. European legislation.

(289 kB) -- Level I Directive of April 21, 2004

Directive 2006/73/EC. European legislation.

(225 kB) -- Level II Directive of August 10, 2006

Which applies Directive 2004/39/EC. European legislation.

(170 kB) -- Regulation 1287/2006

BBVA Policies

(101 kB) -- Summary of the BBVA execution policy

(32 kB) -- Summary of the BBVA conflict of interest prevention and management policy

You can find translations of these documents into other languages at bbva.es.

The SEPA (Single Euro Payments Area) is an area in which consumers and companies make and receive payments, within and beyond national borders, under the same basic conditions and with the same rights and obligations, regardless of their location. Within the SEPA zone, all borders have been eliminated when it comes to making or receiving payments in euros. 

The SEPA area consists of the 28 European Union member states, together with Iceland, Liechtenstein, Norway, San Marino, Switzerland and Monaco.

(390 kB) -- SEPA News

What is it?

SEPA: New outlook for payments in Europe

After adoption of the euro as a single currency, the SEPA project represents another step towards the economic and monetary integration of Europe: the creation of an authentic domestic market where there is single way of making payments effectively, securely, simply and transparently.

The payment instruments included in SEPA are:

  • Transfers.
  • Debit entries.
  • Payments by card: The main new features introduced are that it is now mandatory to include a chip in all cards, and all transactions must be authorized with a PIN. With these measures, the aim is to increase the level of security of all transactions. It affects both credit and debit cards.

End date

The mandatory deadline for migration to SEPA payment and collection instruments was February 1, 2014, except for niche products that, because of their specific characteristics and low volume of operations, were migrated during a second phase in February 2016 (in Spain, C58 credit advances and receipts sent by C32).

Benefits

  • Unified format for executing payments and collections in euros within the EEA.
  • Ability to consolidate accounts to facilitate centralization of cash management functions.
  • Facilities for expanding business beyond the local market.
  • With B2B debits (between companies), certainty of collection for the creditor.

Transfers

The SEPA transfers scheme (in force since January 2008) enables the simple, standardized sending of payments within its geographic area.

SEPA transfers have the following features:

  • Denominated in euros.
  • No account limit
  • Between bank accounts, leaving behind the cash transfer system.
  • With expense clause <Shared>.
  • Use of the IBAN as account identifier.
  • Maximum completion time one day. There is a possibility of sending same-day SEPA transfers (the payee receives the funds that day) and instant SEPA transfers (the payee receives the funds instantly).
  • 140 characters of payment information, which is transferred in full from the payer to the payee.

CORE and B2B debits

This is an instrument for making collections via direct debit from the debtor's account.

Key features of SEPA debits are:

  • Denominated in euros.
  • No account limit
  • With expense clause <Shared>.
  • Use of the IBAN as account identifier.
  • 140 characters of information, which is sent in full from the creditor to the debtor. An expanded item with up to 640 characters at some Spanish entities. 

Core Debit Entries

This involves the basic diagram for debit entries. These can be used to make transfers to both individuals and companies. 

  SEPA Core Debit
 
Mandate
SEPA Core Debit

Standard format. 

Your details are conveyed in the debit transaction.

 
Introduction
SEPA Core Debit

D-1. 

One additional day for debits with an EBA recipient.*

 
Information
SEPA Core Debit

140 characters. 

An expanded item at some Spanish entities.

 
Redemption
SEPA Core Debit

Op.authorized: 8 weeks. 

Unauthorized transactions: 13 months.

 
Account ID
SEPA Core Debit
IBAN
 
Format
SEPA Core Debit

XML ISO20022 Core AEB

European XML

AEB 19.14

 
Financing
SEPA Core Debit
Yes

* EBA is the clearing house for cross-border and domestic debit entries to companies that do not operate through Iberpay (the Spanish clearing house).

B2B debit entries

The outline among businesses (B2B debits) offers the creditor a greater collection guarantee, since the debtor relinquishes the right to refunds on authorized operations. For this reason, the debtor's entity can apply for the authorization of the mandate before recording the first charge on the account.

New developments for Debits 

  • Financing of debit entries: SEPA Core and B2B debits can be financed. In Spain the format is that of SEPA debit entries, including indication of financing established in the Spanish banking notebooks. 
  • Simplified operations for Core debit entries: as of November 2016, there is a single submittal period for SEPA Core debits, regardless of their type (first, recurring, one-time, etc.): D-1 for domestic debit entries or those with a payee entity that operates through Iberpay (EBA requires submittal one additional day in advance). It is also no longer compulsory to indicate the first SEPA debit of a series as the first (FRST) before sending recurring debits (RCUR).

BBVA and SEPA

BBVA offers issuance of SEPA transactions including transfers, debits, and financed debiting (Core and B2B). SEPA operations can be sent conveniently through the BBVA electronic banking channel or by using your regular online channels.

In addition, BBVA offers other value-added services: information on the requirements for SEPA instruments, programs to create SEPA files, consulting for start-up, re-calculation service for debiting due dates, expanded 640-character descriptions for debits, data conversion services, same-day crediting to BBVA payees, same-day debiting of BBVA accounts, information on modifications to debtor accounts, etc.

For more details about the channels and formats available in each country, contact your BBVA branch.

Newsletters

Access to all editions of the bulletin published by BBVA on the current SEPA situation: gain in-depth knowledge of the particularities of the SEPA instruments, the implications for your company from the practical point of view, and the most recommendable guidelines for action.

Conduct

This code of conduct was approved by the BBVA Board of Directors on May 28, 2015.

(565 kB) -- Code of conduct

 

In the event of a discrepancy or conflict with regards the financial services rendered, BBVA places the BBVA Group Customer Services and the BBVA Group Ombudsman at your service.

Who should you contact?

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.

The Customer service or the Consumer ombudsman owe give reply in the maximum term of two months, counted from the date in which the claim or complaint was presented.

In the claims or complaints presented by users of payment services in connection with the rights and obligations that derive of the II and III Titles of the Actual one decree-law 19/2018, of November 23, of payment services, the Customer service or the Consumer ombudsman owe give reply at the latest fifteen business days after the reception of the claim or complaint. In situations exceptional, if not can offer a response within fifteen business days for reasons unaware of the willpower of the Customer service or of the Consumer ombudsman, the application form
competent send a response provisional, in which points out clearly the reasons for the delay of the reply to the complaint and specifies the term in which the user of the payment services receive the definitive answer. In any case, the term for the reception of the definitive answer not exceed of a month.

The customer be able to come to the Services of Complaints of the Banco de España, the Comisión Nacional del Mercado De Valores and the Directorate-General For Insurance And Pension Funds if the response of the Customer service or of the Consumer ombudsman not had been satisfactory or if not had received response after prove have elapsed the next maximum terms from the filing date of the claim or complaint: fifteen business days if the claim or complaint is on a payment service, a month if the claim or complaint not is on a payment service and the customer is a consumer living in the European Union, and two months if the claim or complaint not is on a payment service and the customer is a consumer nonresident in the European Union or is a not consumer. Moreover if the customer is a consumer living in the European Union not be able to come to the Services of Complaints of the Banco de España, the Comisión Nacional del Mercado De Valores and the elapsed Directorate-General For Insurance And Pension Funds more than a year from the interposition of the claim or complaint before the Customer service or the Consumer ombudsman.

Before turn to these services, the regulation (Order EHA/2899/2011, of October 28 of the Ministry of Economy and Inland Revenue (B.O.E. of the October 29), of transparency and protection of the customer of banking services) demands that the customer justifies have flocked previously to the Customer service or to the Office of the Consumer ombudsman.

How?

Customer Service

By letter

PO Box 1598

28080 Madrid

By email

email: servicioatencioncliente@grupobbva.com

  • If you are customer and also a user of BBVA.es you can do it by clicking here.
  • If are customer but not are user of bbva.es click here . Become a user so that communications we send via email are secure.
  • If not are customer click here .

Consumer Ombudsman

Rafael García-Valdecasas Fernández

By letter

PO Box 14460

28080 Madrid

By email

email: defensordelcliente@bbva.com

Supervising Bodies Complaints Services

Before contacting these services, regulations (Order EHA/2899/2011, of October 28, of the Ministry of Economy and Inland Revenue (Spanish Official State Gazette of October 29), on transparency and the protection of banking service customers) requires customers to prove that they have already notified the Customer Care Service or Consumer 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.

Consumer goods

Complaint Forms

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

  • Andalusia, Aragon, Asturias, Canary Islands, Cantabria, Castilla-La Mancha, Catalonia, Galicia, Balearic Islands, Madrid, Murcia, Navarre, Basque Country, Valencia

Claims and complaints helpline 900 812 679

Platform for Online dispute resolution

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:

http://ec.europa.eu/odr

Regulation, ordered by topics, that governs the transparency of banking transactions and Customer Protection:

Customer care and ombudsman service:

  • Law 44/2002, of November 22, on reform measures in the financial system, modified by Law 2/2011 of March 4 on sustainable economics.
  • Order ECHO/734/2004 of March 11 (Official State Gazette of March 24), on Customer Service Departments and the consumer ombudsman for financial institutions.
  • Order ECC/2502/2012, of November 16, which regulates the claims presentation procedure for the Banco de España claims services, the Spanish National Securities Market Commission (CNMV) and the Directorate-General of Insurance and Pensions.
  • Law 7/2017, of November 2, through which adds to the Spanish legal system the Directive 2013/11/EU, of the European Parliament and of the Council, of May 21, 2013, relating to the alternative resolution of litigations with regard to consumption.

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

  • 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.
  • Order ECE/482/2019, of April 26, through which modify the Order EHA/1718/2010, of June 11, of regulation and control of the publicity of the services and products banking, and the Order EHA/2899/2011, of October 28, of transparency and protection of the customer of 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.

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 Finance and Public Revenue (Official State Gazette of October 29), on transparency and consumer protection in banking services.
  • Royal Decree-Law 2/2003, of April 25, on economic reform measures.
  • Law 36/2003, of November 11, on economic reform measures.
  • Law 1/2012, of March 26, on the Protection of Consumer Rights Through the Promotion of Transparency in Mortgage Contracting in the Madrid Autonomous Community.
  • Royal Decree-Law 6/2012, of March 9, on urgent measures for protecting mortgage loan holders without resources.
  • Actual decree-law 5/2017, of March 17, through which modifies the Actual one decree-law 6/2012, of March 9, of urgent measures of protection of mortgagors without recourse, and the Law 1/2013, of May 14, of measures for reinforce the protection to the mortgagors, restructuring of debt and rent social.
  • Law 5/2019, of March 15, regulator of the credit contracts real-estate.

Consumer credit:

  • Directive 2008/48/EC, of the European Parliament and of the Council, of April 23, on consumer loan contracts, which revokes Directive 87/102/EEC of the Council.
  • Law 16/2011, of June 24 (Official State Gazette of June 25), on consumer credit contracts.

General contracting conditions:

  • Law 7/1998, of April 13, on general contracting conditions.
  • Order EHA/1718/2010 of June 11 of the Ministry of Finance and Public Revenue (Official State Gazette of June 29), on the regulation and control of the advertising of banking services and products, developed by Circular 6/2010 of September 28 of the Bank of Spain (Official State Gazette of October 11), to credit institutions and payment companies, on the advertising of banking services and products. Order EHA/1717/2010, of June 11 of the Ministry of Finance and Public Revenue (Official State Gazette of June 29), on the regulation and control of the advertising of investment services and products.
  • Decree 123/2008 of July 1 of the Department of Industry, Trade and Tourism and the Basque Country Department of Culture (B.O. Basque Country of July 16), on the language rights of consumers and users.
  • Law 22/2010 of July 20 of the Parliament of Catalonia (DOGC of July 23), on the Catalonia Consumer Code.
  • Royal Decree Law16/2011, of October 14 (Official State Gazette of October 15), creating the Deposit Guarantee Fund of Credit institutions and Royal Decree 628/2010 of May 14 of the Ministry of Finance and Public Revenue (Official State Gazette of June 3), amending Royal Decree 2606/1996, of December 20 (Official State Gazette of December 21), on deposit guarantee funds in credit institutions and the Royal Decree 948/2001, of August 3 (Official State Gazette of August 4), on investor compensation systems.
  • Circular 5/2012, of June 27, of the Bank of Spain (Official State Gazette of July 6), to credit institutions and payment services providers, on transparency of banking services and responsibility in the granting of loans.
  • Circular 2/2019, of March 29, of the Banco de España, on the requirements of the Informative Document of the Fees and of the State of Fees, and the websites of accounts comparison fee-paying, and that modifies the Circular
    5/2012, of June 27, to credit institutions and suppliers of payment services, on transparency of the banking services and responsibility in the granting of loans.

Payment services:

  • Directive (EU) 2015/2366 of the European Parliament and of the Council, of
    November 25, 2015, on payment services in the domestic market and through which modify the Directives 2002/65/EC, 2009/110/EC and 2013/36/EU and the Regulations (EU) no. 1093/2010 and repeals the Directive 2007/64/EC.
  • Actual decree-law 19/2018, of November 23, of payment services and other measures urgent in matter financial.
  • Order EHA/1608/2010, of June 14, on transparency of reporting conditions and requirements applicable to payment services.
  • Regulations (EU) 260/2012, of the European Parliament and of the Council, of
    March 14, through which establish technical requirements and business studies for the
    transfers and the direct billing debit entries in euros, and modifies the Regulations (EC) 924/2009.
  • Law 2/2011, of March 4, on Sustainable Economy.

Investment Services:

  • Legislative Royal Decree 4/2015, of October 23, through which approves the legislative law of the Law of the Share market.
  • Royal Decree 217/2008, dated 15 February, of the Ministry of Economy and Inland Revenue
    (B.O.E. of the February 16), on the legal system of the companies of investment services and of the other companies that provide investment services and through which modifies partially the Regulations of the Law 35/2003, of November 4, of Institutions of Collective Investment, approved by the Royal Decree 1309/2005, of November 4, developed by the Order EHA/1665/2010, of June 11 (B.O.E. of the June 23), of the Ministry of Economy and Inland Revenue with regard to fares and contracts type.
  • Royal Decree 1464/2018, of December 21, through which take place the legislative law of the Law of the Share market, approved by the Legislative Royal Decree 4/2015, of October 23 and the Actual one decree-law 21/2017, of December 29, of measures urgent for the adaptation of the Spanish Law to the regulation of the European Union with regard to share market, and through which modify partially Royal Decree 217/2008, of February 15, on the legal system of the companies of investment services and of the other companies that provide investment services and through which modify partially the Regulations of the Law 35/2003, of November 4, of Institutions of Collective Investment, approved by the Royal Decree 1309/2005, of November 4, and other royal decrees with regard to share market.
  • Circular 7/2011, of December 12, of the Comisión Nacional del Mercado De Valores, on information brochure of fares and content of the contracts-type.
  • Circular 3/2016, of April 20, of the Comisión Nacional del Mercado De Valores, through which modifies the Circular 7/2011, of December 12, on information brochure of fares and content of the contracts-type.
  • Actual decree-law 21/2017, of December 29, of measures urgent for the adaptation of the Spanish right to the regulation of the European Union with regard to the share market.

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.

In accordance with the regulations of the Deposit Guarantee Fund, there is a double coverage, one for deposits and another for securities. In both cases, the maximum guaranteed amount is €100,000.

(33 kB) -- Deposit guarantee fund

Regulations

  • Document of the CNMV: Reform Document 09_2014. See document.
  • Royal Decree 878/2015 of October 2. See document.
  • Act 11/2015 on the resolution of credit institutions. See document.
  • Legislative Royal Decree 4/2015 of October 23. See document.
  • Fulfillment of article 39.7 of EMIR-Segregation and Portability. See document.

Regulations

The links to the websites of the market infrastructures included on this page have been included for information purposes, and the information provided in it is of a purely illustrative nature. The information supplied should not be considered financial advice under any circumstances, nor should it be understood as a recommendation to carry out operations nor shall it constitute the basis for a decision to be taken in any given direction. Banco Bilbao Vizcaya Argentaria, S.A. or any other company of the BBVA group (hereinafter, ‘BBVA’) assumes no commitment to communicate changes or to update the content of this page. BBVA considers the links to the websites of the market infrastructures included on this page to be reliable sources. Nevertheless, although reasonable measures have been taken to ensure the information contained is not incorrect or erroneous, BBVA does not declare or guarantee, neither expressly nor implicitly, that it is accurate, complete or up-to-date, and it should not be relied upon as though it were. BBVA expressly declines any responsibility for error or omission in the information contained in the document.

BBVA documentation

  • Notice of risks for the purposes of the EMIR: see document
  • Document warning of risks with regards to CSDR: it will be placed here when it is legally required for BBVA.

Information on Recapitalization instruments

Information on financial instruments subject to the resolution system of the Directive on Banking Recovery and Resolution.

(38 kB) -- Information on Recapitalization Instruments

(39 kB) -- Information on Banco Popular Español, S.A.

Within BBVA have a commercial communications policy or advertising executive where establish the criteria and proper procedures for ensure that fulfill the norms, principles and general criteria of the regulation implementable with regard to publicity, being the following ones:

  • The Orders EHA/1718/2010 and EHA/1717/2010, of the June 11, of regulation and control of the publicity, in your item 4.
  • Circular 6/2010, of September 28, of the Banco de España in your Norm third.

Advertising communications policy of BBVA in Spain.