BBVA in London aims to provide its customers with a service of the highest standard possible. Our most important feedback comes from you, the customer. Your comments enable us to continuously improve our level of customer service.

How to submit a complaint

If you, as a private banking customer of BBVA London, are unhappy about any aspect of the service you have received and wish to make a complaint, please email us at complaints@bbvauk.com or write to:

Complaints Officer
Banco Bilbao Vizcaya Argentaria, S.A., London Branch
One Canada Square
44th floor
Canary Wharf
London E14 5AA

Please give us as much information as possible about your complaint, including your account holding branch, your account number, your contact details, what you think we should do to put things right and provide copies of any supporting documentation you may have. We will not charge you for making a complaint against us.

BBVA London only provides financial services in the UK, and is only able to service clients of BBVA London. So, if your complaint is related to a Spanish account, please send an email to reclamacionessac@bbva.com. You can find out more information in relation to complaints for Spanish accounts on the webpage "BBVA Group Customer Service Offices and Bodies"

Next steps

We will send you a written acknowledgment of receipt of your complaint, either via email or by letter, with two (2) business days of its receipt.

We will then begin investigation into your complaint, providing you with either:
a) A summary resolution if your complaint is resolved to your satisfaction within 3 (three) working days, or
b) A final response letter if your complaint is resolved after 3 (three) working days but before 8 (eight) weeks of the date of receipt of your complaint.

BBVA aims to respond to your complaint within 10 (ten) working days but this may not always be possible as your complaint may be complex and/or require more time to investigate and/or require more time in order to gather additional information.

If we are unable to complete our investigation within ten (10) business days, we will notify you of this and keep you updated as to the progress of our investigation. In any case, we will send you our final response no later than 8 (eight) weeks after receipt of your complaint.

Investigation into your claim

We will investigate your claim as quickly and efficiently as we can. We will look at all the facts of your case on the basis of all the evidence available to us and determine a fair and reasonable outcome. We aim to be as competent, diligent and impartial as possible, and we will always put our greatest effort into putting things right for you. We may need to ask for more information about your complaint, in which case we will contact you or any other person necessary to request further information. If we need to disclose your personal information to someone else for the purposes of investigating your complaint, we will ask for your permission first. We will also take into account similarities with other complaints we have received, applicable regulatory guidance and relevant decisions of the Financial Ombudsman Service when investigating your complaint.

What is a Summary Resolution?

This is a simplified, generic letter confirming that your complaint has been resolved to your satisfaction. We will provide information about how you can refer your complaint to the Financial Ombudsman Service and will enclose a copy of the Financial Ombudsman Services’ standard explanatory leaflet, if you later decide that you are dissatisfied with the resolution.

What is a Final Response?

A final response is our written response setting out the findings of our investigation into your complaint and offering redress or remedial action where we consider appropriate. If we reject your complaint, we will give you our reasons for doing so. We will provide information about how you can refer your complaint to the Financial Ombudsman Service if you are dissatisfied with our response and will enclose a copy of the Financial Ombudsman Services’ standard explanatory leaflet.

If you wish to refer your complaint to the Financial Ombudsman Service, you must do so within six months from the date of our final response. For your information, the Financial Ombudsman Service’s contact details are:

Address:
■ Financial Ombudsman Service, Exchange Tower, London E14 9SR

Consumer helpline:
■ 0800 023 4567 (free for calls from a "fixed line", i.e., a landline at home)
■ 0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02 numbers)
■ +44 20 7964 0500 (for calls from outside the UK)

E-mail:
■ complaint.info@financial-ombudsman.org.uk

Website:
■ www.financial-ombudsman.org.uk

Switchboard and fax:
■ 020 7964 1000 (switchboard)
■ +44 20 7964 1000 (for calls from outside the UK)
■ 020 7964 1001 (main fax)

BBVA is the commercial name of Banco Bilbao Vizcaya Argentaria, S.A., registered in England with company no. FC014702 and office no. BR001254. Authorised and regulated by the European Central Bank and the Bank of Spain. Considered to be authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permit Scheme, which allows companies based in the EEA to operate in the United Kingdom for a limited period while requesting authorisation, are available on the Financial Conduct Authority website.

Insofar as we or our subsidiaries can provide you with services from outside the United Kingdom, the consumer protection that applies to you under local law may differ from the United Kingdom consumer protection applicable to companies of the United Kingdom.

Last update: 1 January 2021