In the event of a discrepancy or conflict with regards to the financial services rendered, BBVA places the BBVA Group Customer Care Service and the BBVA Group Ombudsman at your disposal. Complaints should be sent to these bodies, in accordance with the Regulations for the defense of the client in Spain of the BBVA Group. These regulations are at your disposal at any of the BBVA branch offices and on the following link.
Post Office Box 1598
Office of the Ombudsman
Rafael García-Valdecasas Fernández
Post Office Box 14460
Once interposed the complaint before the Customer service or before the Consumer ombudsman, if the response not had been satisfactory or had elapsed a term of two months from the introduction of your written one without have received response, or fifteen business days (in situations exceptional a month) for those complaints presented 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, be able to address, depending on the matter of that deals, to:
Before resorting to this service, the regulation (Order EHA/2899/2011, of October 28 of the Ministry of Economy and Inland Revenue (B.O.E. of October 29), on transparency and the protection of banking service customers), requires that the customer must prove that he/she has already notified the Customer Care Service of the Office of the Ombudsman.
Autonomous Communities that require that Credit Institutions to have Complaint Forms available to consumers and users:
Claims and complaints helpline 900 812 679
Regulations, ordered by subject, that regulate the transparency of banking transactions and customer protection:
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