In the event of any issues or complaints relating to the operation of your account or the products or services made available to you, customers of the French branch of the BANCO BILBAO VIZCAYA ARGENTARIA, S.A. (hereinafter "BBVA") can visit their branch or contact the customer service department of BBVA's Central Office in France. The details of this service are as follows: BBVA – Customer Services – 29 avenue de l’Opéra 75001 Paris. Contact email: serviceclients@bbva.com.

BBVA undertakes to acknowledge receipt of the complaint within five business days and to respond to it within ten business days (or fifteen days if the complaint relates to a transaction, service, or payment instrument) unless the processing of the complaint requires an in-depth analysis that prevents it from meeting this deadline. In this case, the customer shall be informed before the ten (or fifteen) day response period expires, and this information shall specify a response period that may not exceed two months from the date of receipt of the complaint. If the complaint concerns a transaction, service, or payment instrument, the maximum term shall be set at thirty-five business days.

Any customer who is dissatisfied with the processing of the complaint or fails to receive a response within the specified time limits may request the branch management to review the complaint and the response issued. In the event that the customer is a natural person, consumer, or professional, and the dispute persists, such customer may also appeal, free of charge, to the mediator appointed by BBVA, who is the Mediator of the French Banking Federation (FBF). The complaint case file should be sent to the following address: Postal address of Ombudsman No. 151 75422 PARIS Cedex 09 (or by emial electrónico:mediateur@fbf.fr).

Alternatively, customers may file a claim online by filling out a dedicated form on the website http://www.lemediateur.fbf.fr/. The mediation will be carried out in accordance with the FBF Mediation Letter annexed to the Ombudsman's latest annual report, which can be accessed on the website http://www.lemediateur.fbf.fr/.

If the customer is a legal entity, it may also appeal to the mediator whenever the dispute concerns the costs of using a payment instrument, the rules applicable to payment instruments other than checks or bills of exchange, or payment services or services provided by BBVA as a payment service provider.

Any disputes relating to insurance contracts that are not within the scope of the way they were marketed will be forwarded to the Insurance Broker by the FBF Mediator. Customers will be informed in all cases about this transfer and the person and contact details of their new contact person.

The Ombudsman must decide on the merits of the case within two months of the complaint being lodged. After the deadline, the Ombudsman will propose a solution to the dispute.

Complaints cannot be submitted to the Ombudsman if a legal proceeding on the same cause is open. In order to file a complaint with the Ombudsman, any legal proceedings brought by BBVA must be suspended until notice of the recommendation is issued, with the exception of the precautionary measures initiated.

September 2024