COMPLAINTS

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 continually to improve our level of customer service.

How to make a complaint

If you, as a personal customer of BBVA London, are unhappy about any aspect of the service you have received and wish to make a complaint, please e-mail us at complaints@bbvauk.com or write to us at:
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. Therefore, if your complaint relates to an account held in Spain, please email servicioatencioncliente@grupobbva.com You can find more information in relation to complaints for an account held in Spain via the "BBVA Group Customer Care Offices and Bodies" webpage

Next Steps

We will send you a written acknowledgement of receipt of your complaint, either via email or by letter, within 2 (two) working days of receipt of your complaint.

We then begin investigation into your complaint and provide 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 10 (ten) working days then we will let you know this and will 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.



How we will investigate your complaint

Your complaint will be investigated as quickly and efficiently as possible. We will investigate your complaint 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 try our utmost to put 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 we need to, to request such 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 in investigating your complaint.

What is a Summary Resolution?

This is a simplified, generic letter confirming that your compalint has been resolved to your satisfiaction. 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 then 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:
Postal address:
■ Financial Ombudsman Service, Exchange Tower, London E14 9SR
Consumer helpline:
■ 0800 023 4567 (free for people phoning from a "fixed line", for example, a landline at home)
■ 0300 123 9 123 (calls are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
■ +44 20 7964 0500 (if calling from outside the UK)
Email address:
■ 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 a trading name of Banco Bilbao Vizcaya Argentaria, S.A. Registered in England with Company No. FC014702 and Branch No. BR001254. Registered office: One Canada Square, 44th Floor, Canary Wharf, London E14 5AA. Authorised by the Bank of Spain and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from us on request.


Last updated 22 May 2018