BBVA Group Customer Care Offices and Bodies

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.

Enquiry how do it

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.