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 contacting these services,the 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) require customers to prove that they have already notified the Customer Care Service or Consumer Ombudsman Service.

See how to do it

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.

• 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:

http://ec.europa.eu/odr

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, 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 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, 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.
• 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.
• Royal Decree-Law 5/2017, of March 17, amending Royal Decree-Law 6/2012, of March 9, on urgent measures to protect mortgage holders without resources, and Law 1/2013, of May 14, on measures to strengthen the protection of mortgage holders, debt restructuring and social renting.
• Law 5/2019, of March 15, regulating real-estate credit contracts.

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 Banco de España, 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.

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, amending Directives 2002/65/EC, 2009/110/EC and 2013/36/EU, and Regulation (EU) 1093/2010, and repealing Directive 2007/64/EC.
• Royal Decree-Law 19/2018, of November 23, on payment services and other urgent financial measures.
• Order EHA/1608/2010, of June 14, on transparency of reporting conditions and requirements applicable to payment services.
• Regulation (EU) 260/2012, of the European Parliament and Council, of March 14, which establishes technical and business requirements for transfers and direct debit payments in euros, and modifies Regulation (EC) 924/2009.
• Law 2/2011, of March 4, on Sustainable Economy.

Investment Services:

• Royal Legislative Decree 4/2015, of October 23, approving the revised text of the Securities Market Law.
• Royal Decree 217/2008, of February 15, of the Ministry of Finance and Public Revenue (Official State Gazette of February 16), on the legal regime for investment services companies and other companies that provide investment services, partially amending the Regulations of Law 35/2003, of November 4, on Collective Investment Institutions, approved by Royal Decree 1309/2005, of November 4, developed by Order EHA/1665/2010, of June 11 (Official State Gazette of June 23), of the Ministry of Finance and Public Revenue regarding tariffs and standard form contracts.
• Royal Decree 1464/2018, of December 21, developing the revised text of the Securities Market Law, approved by Royal Legislative Decree 4/2015, of October 23 and Royal Decree-Law 21/2017 , of December 29, on urgent measures for the adaptation of Spanish Law to European Union regulations on the securities market, and partially amending Royal Decree 217/2008, of February 15, on the legal regime of investment service companies and other institutions that provide investment services, and partially amending the Regulation under Law 35/2003, of November 4, on Collective Investment Institutions, approved by Royal Decree 1309/2005, of November 4, and other royal decrees on the securities market.
• Circular 7/2011, of December 12, by the Spanish National Securities Market Commission (CNMV) on information leaflets and standard contracts.
• Circular 3/2016, of April 20, of Comisión Nacional del Mercado de Valores (CNMV), amending Circular 7/2011, of December 12, on information leaflets and standard contracts.
• Royal Decree-Law 21/2017, of December 29, on urgent measures for the adaptation of Spanish Law to European Union regulations on the securities 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.