BBVA complies with the Electronic Commerce Directive
This important legal information relates to how you use our website, online banking service, and any links we provide to other companies' websites. Please also remember to read our Online Banking Guarantee – our promise that if you should suffer Internet fraud on your account, any losses (whatever the amount) will be covered by us. You can find the Online Banking Guarantee, and other useful security information in the 'Security' link at the bottom of your page, once you've closed this window.
Please read the following terms and conditions carefully.
References to "you" or "your" are references to any person accessing this web site ("Site").
References to "we", "us" or "our" are references to BBVA.
References to " BBVA Group" are references to us, our parent company and any companies we or our parent company totally or partly own at any time.
Company Information
Banco Bilbao Vizcaya Argentaria S.A is incorporated in Spain with limited liability. Registered office: Plaza de San Nicolas, 4, 48005 Bilbao, Spain. Tax Identification Number: A-48265169. Our registered office on the United Kingdom is 108 Cannon Street, London EC4N 6EU. Registered in England as a branch of Banco Bilbao Vizcaya Argentaria S.A. under Company No. FC014702 and Branch No. BR001254. Banco Bilbao Vizcaya Argentaria, S.A. is authorised by the Bank of Spain and subject to limited regulation by the Financial Services Authority. Details about the extent of our regulation by the Financial Services Authority are available from us on request. You can also search the register of the Financial Services Authority for details about the extent of our regulation in the UK, at www.fsa.gov.uk/register. “BBVA” is the trading name of Banco Bilbao Vizcaya Argentaria, S.A.
Site Terms These terms and conditions govern your use of this Site and by accessing this Site you agree to be bound by them.
Please note that if you are an existing BBVA customer, these terms will apply in addition to those contained in your Customer Agreement. All BBVA products and services are also subject to separate terms and conditions that govern their use.
We reserve the right to change these terms and conditions at any time without notice by updating this posting and your continued access to or use of this Site will constitute your acceptance of any such changes.
Use of Site
We may in our sole discretion terminate your access to or use of this Site for any reason, including without limitation where we believe that you have not acted in accordance with the terms and conditions of this Site.
Copyright, all rights reserved
The entire content of this Site is subject to copyright with all rights reserved and the information held is for your personal use only. You may not download (all or in part), transmit or modify the Site without our prior permission. However, you may print out part or the entire Site for your own personal use.
Third Party Products and Services
Where we provide hypertext links to third party Internet web sites, such links are not an endorsement by us of any products or services in such web sites. You use such links entirely at your own risk and we accept no responsibility or liability for the content, use or availability of such web sites. We have not verified the truth or accuracy of any content of such web sites.
This Site may also contain some material provided by third parties and we accept no responsibility or liability for the accuracy of such material.
No third party is permitted to link any other web site to this Site without obtaining our prior written consent.
No Offer
Nothing on this Site should be construed as a solicitation or offer, or recommendation, to acquire or dispose of any investment or to engage in any other transaction, or to provide any investment advice or service.
No Warranty
Although we have taken all reasonable care to ensure that the information provided on this Site is accurate, we give no warranties of any kind, express or implied, with regard to the accuracy, timeliness or completeness of any such information.
Opinions and any other contents at the Site are provided by us for personal use and informational purposes only and are subject to change without notice.
Nothing contained on the Site constitutes investment, legal, tax or other advice and is not to be relied on in making an investment or other decision. You should obtain relevant and specific professional advice before making any investment decision.
No Liability
We will accept no liability in any event including (without limitation) negligence for any damages or loss of any kind, including (without limitation) direct, indirect, incidental, special or consequential damages, expenses or losses arising out of, or in connection with your use or inability to use the Site, or in connection with any error, omission, defect, computer virus or system failure, or loss of any profit, goodwill or reputation, even if expressly advised of the possibility of such loss or damages, arising out of or in connection with the access of, use of, performance of, browsing in or linking to other sites from this Site.
We do not exclude our duties or liabilities under the Financial Services and Markets Act 2000.
We reserve the right to modify, suspend or discontinue, temporarily or permanently, the Site or any part of it, with or without notice, at any time. You agree that we shall not be liable to you or to any third party for any such modification, suspension or discontinuance of the Site.
Governing Law
English law governs these terms and conditions and you agree that the English Courts shall have exclusive jurisdiction to determine any matter or dispute in connection with or arising out of this Site and these terms and conditions.
This Site is designed for use in the UK and is not directed to, nor intended for distribution or use by, any person or entity in any jurisdiction or country where the publication or availability of this Site or such distribution or use would be contrary to local law or regulation. If you choose to access information on this Site, it is your responsibility to comply with the applicable local, national or international laws and any use of this Site outside the UK is entirely at your own risk. For guidance relating to your specific situation, please contact your legal adviser.
The products and services represented within this site are intended for BBVA London customers only.
Depositor Protection We are part of Banco Bilbao Vizcaya Argentaria, S.A. ,which is based in Spain. Most depositors are covered by the Deposit Guarantee Fund which is also based in Spain. This means that if our bank is unable to meet its financial obligations, our eligible UK depositors would be entitled to claim up to £89,871(1) from the Deposit Guarantee Fund. The monetary amount guaranteed is applied per depositor. When an account has more than one holder, the sum is divided between the holders in accordance with the terms of their contract. Each holder is guaranteed up to the maximum limit. For further information about the Deposit Guarantee Fund (including the amounts covered and eligibility to claim) please contact your branch or refer to: Fondos de Garantía de Depósitos C/ José Ortega y Gasset, 22 -5 planta 28006 Madrid Teléfono: +34 91 431 66 45 Fax: + 34 91 575 57 28 Email: fogade@fgd.es www.fgd.es (1) Equivalent of €100,000 based on an exchange rate of €1.1127/£ Data Protection
We will store and process your information on the BBVA Group computers and in any other way that we deem appropriate. By "your information" we mean personal and financial information we (a) obtain from you or from third parties (such as joint account holders, credit reference agencies or other organisations when you apply for an account or any other product or service), or (b) learn from the way you use and manage your account(s), from the transactions you make and from the payments which are made to your account(s).
We and other companies in the BBVA Group will use your information to manage your account(s), give you statements and provide our services, for assessment and analysis (including credit and/or behaviour scoring, market and product analysis), and to develop and improve our services to you, for example by informing you about products and services (including those of others) which may be of interest to you.
We will not disclose any such information outside of the BBVA Group except: - to credit reference and fraud prevention agencies and other organisations who may record, use and give out information to other lenders and insurers. The information may be used to make assessments for credit and all types of insurance, for debt tracing and to prevent fraud and money laundering;
- to persons acting as our agents under a strict code of confidentiality;
- to anyone to whom we transfer or may transfer our rights and duties under your Customer Agreement;
- as required by law or regulation.
Otherwise we will keep information about you confidential.
If we transfer your information to a service provider or agent in another country, we will make sure that the service provider or agent agrees to apply the same levels of protection as we are required to apply to information held in the UK and to use your information only for the purpose of providing the service to us. However, in order to make payments by electronic transfer, personal information relating to individuals named in any transfer request you may give to us may be processed for the purposes of: - (a) complying with applicable laws, including without limitation anti-money laundering and anti-terrorism laws and regulation;
and - (b) fighting crime and terrorism;
and disclosed to any government entity, regulatory authority, or to any other person we reasonably think necessary, for those purposes. This may mean that personal information will be transferred outside of the EEA to countries which do not provide the same level of data protection as the UK. Collection of Information
BBVA Online Banking uses cookies, i.e. small files which are stored on a user's hard drive, as part of its normal service to enable information about customers and their preferences to be stored and to prevent unauthorised access to a customer's account online. However, we do not use cookies on customers' PCs to monitor an individual's use of the Internet.
Security Notice
Please remember that Internet communications are not secure unless the data being sent is encrypted. We cannot accept any responsibility for the unauthorised access by a third party and/or the corruption of data being sent by individuals to offices of BBVA.
It has always been our policy that if any of our customers are victims of unauthorised access to their accounts, and provided that the customer has not breached our security procedures, we will cover any resulting financial loss that the customer may have suffered.
For further information and advice on security, please click on "Security" in the top menu bar.
Contacting Us about this Site
If you have any questions or comments about this Site, these terms and conditions or this privacy statement, please contact us either by e-mail or by sending a letter to any of our registered office addresses set out under the "Contact us" link.
COMPLAINTS
We are committed to providing high standards of service. But if we do not live up to your expectations or our promises and you want to complain about any aspect of our service, we would like to hear from you so that we can work with you to resolve it.
We are covered by the Financial Ombudsman Service, which gives you extra protection. You can contact it if you are unhappy with how your complaint is dealt with by us.
You can share your complaint with your local branch staff in person or contact us by phone, letter or email. We usually reply to your email address but there may be times when we need to get in touch by post, for example when we need to refer to confidential information or send you important documents.
Please do not include any confidential information in any emails you send to us. If you need to refer to specific account details, call or write to us.
What you need to provide
To help us investigate and resolve your complaint, we'll need the following information: - Your name and address
- Your account number and sort code (for confidentiality reasons, do not send these details in an email)
- A daytime telephone number where we can contact you
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right.
- Copies of any relevant documents (if appropriate), such as letters or any other relevant reference number.
What happens next?
Once you've contacted us we'll do our best to resolve any complaints as quickly as possible. Read about how we'll respond.
You can also contact the Financial Ombudsman Service if appropriate.
How we'll respond
Getting back to you
We'll do our best to resolve your complaint quickly - by the next day if possible - but when we can't we will: - Provide a written acknowledgement of your complaint within five working days.
- Give you the details of who is handling your complaint and how to contact them.
Sometimes this may not be the person who received your complaint but the individual best-placed to deal with it. If your complaint will take longer to investigate, we'll keep you informed of the progress.
We aim to resolve your complaint within four weeks. If we're unable to, we'll write explaining what's happening and when we expect to have an answer. After eight weeks we'll send you a final response.
If you're still not happy
Our aim is to resolve your complaint as quickly as possible and to your satisfaction. If you're unhappy with the response, get in touch with the person or department that handled your complaint. They'll agree with you the next steps. If you're still unhappy, you can request a review from the Financial Ombudsman Service.
Financial Ombudsman Service
Taking your complaint further
If you're unhappy with our efforts to resolve your complaint, you can request a review from the independent Financial Ombudsman Service. It was set up by the Financial Services Authority to review unresolved complaints from: We'll let you know if you're eligible to refer your complaint to the Financial Ombudsman Service directly. They can be contacted at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
Email: Enquiries@financial-ombudsman.org.uk
Web site: www.financial-ombudsman.org.uk
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