Legal Information

Website Conditions

These terms and conditions

These terms and conditions set out how you must use our website. In accessing this site you agree to be bound by these terms and conditions. If you are a BBVA Netcash banking customer these terms and conditions constitute the Website Conditions referred to in your BBVA Netcash Terms and Conditions, an additional copy of which can be obtained from your local branch.

In these terms and conditions when we refer to "you" or "your" we mean any person who accesses this website. When we refer to "we", "us" or "our" we mean BANCO BILBAO VIZCAYA ARGENTARIA, S.A. whose company information is below.

"BBVA Group" means us, our subsidiaries, associated and affiliated companies at any time.

References to the "website" or "site" mean the website at www.bbvauk.com and any page screen and information available on that website but does not include pages linking to or linked from this site.

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.

These terms and conditions govern your use of this site and by accessing this site you agree to be bound by them.

Company information

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.

We are a company incorporated in Spain with limited liability. We are registered in the Commercial Registry of Vizcaya, Volume 2,083, Folio 1, Page BI-17-A, 1st entry. Tax Identification Number: A-48265169. We are subject to supervision by the Bank of Spain and is enrolled in the Administrative Register of the Bank of Spain with number 0182. We are also registered in England with Company No. FC014702 and Branch No. BR001254. Our registered office in England and Wales is: One Canada Square, 44th Floor, Canary Wharf, London E14 5AA. We are on the Financial Services Register of the Financial Conduct Authority. Our Financial Services Register number is 139228.

Cookies

We may use "cookies" (which are small files stored on your hard drive) as part of our service to store information you may enter onto the site and to help us remember you when you access this website. If we use "cookies" we will ask for your consent to do so each time you access the site.

Copyright, all rights reserved

The entire content of this website 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 written consent. However, you may print out, copy, download or temporarily store all or part of the site for your own personal use or in order to use our products and services. You must not make any changes to this website and you must not use any part of this website or link any other website to this site without our prior written consent.

Internet e-mail

Messages sent to us using the internet e-mail facility we provide on this site is not guaranteed to be completely secure and may be intercepted or lost or altered during or after transmission. We will not be liable to you or any other person for damages or other loss in connection with any message sent by you to us over the internet.

Third party products and services

Where we provide hypertext links to third party internet websites, such links are not an endorsement by us of any products or services in such websites. You use such links entirely at your own risk and we accept no responsibility or liability for the content, use or availability of such websites. We have not verified the truth or accuracy of any content of such websites.

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 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

We give no warranties of any kind, express or implied, with regard to the accuracy, timeliness or completeness of any information on this website. Opinions and any other contents on this site are provided by us for information for your personal use only and are subject to change without notice.

Nothing contained on this website 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 not be liable to you for any loss or damage suffered by you or any other person as a result of using this website (including without limitation any loss or damage suffered as a result of use of the information on this website, or any technical problems you or any other person experiences using this website, any deficiency in or virus or malware affecting the operation of your computer, or the transfer or security of any data to or from this website, unauthorised access to or alteration of the transmission of your instructions or data, the use of services outside our control such as telephone and browser services in connection with this website, or any failure of any machine, data processing system or transmission link, any interference by a third party with transmissions of data passing over the internet, or any loss or damage to your or any other person's data, software, computer hardware or telecommunications equipment) unless such loss or damage arises in the following circumstances:

  1. such loss or damage is a foreseeable result of our breach of these Terms and Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time the loss or damage first arose; or

  2. death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or

  3. fraud or fraudulent misrepresentation by us or our employees, agents or subcontractors.

Nothing in this section on our liability limits our liability under the law or under the Financial Services and Markets Act 2000 or the rules of the Financial Conduct Authority.

Personal information

In this section Personal Information means:

  • personal and financial information you give us or we already hold about you, including information you tell us on application forms and during financial reviews and interviews, analysis of the transactions you carry out, and what we know from operating your accounts;

  • information we receive from enquiries we make so we can make a decision on your application for a banking service, or from any agreement you enter into with us or with any member of the BBVA Group;

  • information we receive from searches made by us or on our behalf, or on behalf of any member of the BBVA Group, in your name, with credit reference and fraud prevention agencies and insurance claim registers;

  • if applicable, information about any account which you, or any member of your household, holds with BBVA, including previous and subsequent names of parties to the account and how you manage such accounts;

  • information we receive from anyone who is allowed to give us, or any member of the BBVA Group, information about you; and 

  • any telephone number you call us from, which number we may record.

We will process and record your Personal Information (including by way of storage on any BBVA Group database) and may sometimes use a credit scoring or other automated decision making system to do so. We will keep the Personal Information about you after the closure of your account, or if your application is declined or abandoned for only as long as we need to for legal, regulatory, fraud prevention and legitimate business purposes or are allowed to by law. You may ask for a copy of the Personal Information that we hold about you by writing to the Compliance Department, BBVA, One Canada Square, London E14 5AA. There will be a charge for this service.

We will use Personal Information, including details of your transactions, to:

  • assess any application for a bank account or for credit or other financial or related services or products you make;

  • manage your accounts and make decisions on questions about any application, agreement or correspondence which you may have with us;

  • improve the services we offer by using it for research and statistical analysis;

  • comply with any legal obligations we have to disclose information to tax authorities in the UK and overseas;

  • comply with our regulatory reporting obligations; and

  • for such other purposes for which you give your specific permission, or in very limited circumstances, when required by law in any country or where permitted under the terms of the Data Protection Act 1998.

Companies within the BBVA Group and any service providers who we may duly authorise to act on our behalf for the provision of particular products or services we may offer you or give you information about from time to time, may use and update this centrally held information (i) to provide you with services and benefits, (ii) to contact you by letter, telephone, text (or similar) messages, e-mail and other electronic methods, about other products and services which such companies have identified might be of interest to you (unless you tell us in your relevant account opening application form or at BBVA, One Canada Square, London E14 5AA, that you prefer not to receive direct marketing), (iii) to recover debts, (iv) to prevent and detect fraud (v) for other financial crime prevention and detection purposes and (vi) to update their own records about you. In order to process, record and use Personal Information, we may reveal it to any of the following:

  • any person working for us (including any member of the BBVA Group) for any of the

  • purposes stated above;

  • any other co-borrower jointly liable with you under any loan or mortgage with us;

  • any guarantor of any agreement between you and us;

  • any person we transfer any of our rights or duties to under any agreement we may

  • have with you;

  • credit reference, fraud prevention, regulatory authorities, tax authorities, law

  • enforcement and debt recovery agencies, and other organisations including other

  • financial institutions; and

  • anyone you authorise us to give Personal Information to.

When assessing your application and managing your borrowing with us, we may use automated decision making systems. You agree that when making credit decisions we may make searches at credit reference agencies, including information from the Electoral Register and other public sources. Our searches will be recorded by the credit reference agencies. We may disclose to the credit reference agencies how you have run your accounts which you hold with us or any member of the BBVA Group, including information about any payments you have missed and any previous and subsequent names of parties to the accounts.

If we make demand for payment following default and you fail to repay the sum due in full or to make and keep to acceptable proposals for repayment within 28 days, we may register the default with the credit reference agencies and this may affect your ability to obtain further credit.

We may check your details with fraud prevention agencies and if false or inaccurate information is provided and fraud is identified, details will be passed to such fraud prevention agencies. Law enforcement agencies may also access and use this information. We and other organisations also access and use this information to prevent fraud and money laundering for example when:

  • checking details on applications for bank accounts or for credit and credit related or other facilities;

  • managing credit and credit related accounts or facilities;

  • recovering debt; and

  • checking details on proposals and claims for all types of insurance.

Please contact us on +44 (0)207 623 3060 if you would like to receive details of the relevant fraud prevention agencies. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

To enable financial institutions to form an accurate view of the existing financial commitments of customers, credit reference agencies may link the records of “financial associates” (such as husbands and wives, cohabitees or family members) who have entered into joint financial obligations. Once linked, this “association” means that each of the records will be taken into account in all future applications for credit by either “financial associate” and will continue until one of them successfully files a “disassociation” with the credit reference agencies by establishing that this financial link no longer exists. Information held about you by the credit reference agencies may already be linked to records relating to one or more of your “financial associates”. If so, for the purpose of any application for products or services which may involve you borrowing from us you may be treated as financially linked and consequently your application will be assessed with reference to any “associated” records.

We and other organisations may access and use credit reference agency and fraud prevention agency records about you together with any “associated records” (as described in the paragraph above) to help make decisions about you and them, if applicable, and to prevent fraud and money laundering, for example when:

  • checking details on applications for bank accounts or credit and credit related services and to manage your accounts or those of members of your household;

  • prevention, detection and prosecution of fraud and other crimes, debtor tracing and debt recovery;

  • checking your identity to help prevent money laundering; and 

  • making decisions on motor, household, credit, life and other insurance proposals and insurance claims, for you and members of your household.

The searches may be seen or used by other financial institutions to assess your ability to get credit. The credit reference and fraud prevention agencies may also use Personal Information for statistical analysis about credit and insurance fraud. If you ask, we will tell you which credit reference and fraud prevention agencies we have used so you can get a copy of your details from them as you have a legal right to this information.

In order to process, use, record and release Personal Information we may pass your information outside the United Kingdom to other countries which may be situated outside of the EEA. It is our responsibility to make sure that your Personal Information continues to be protected during this type of transfer. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

Notwithstanding the above paragraph, in order to make payments by electronic transfer, Personal Information relating to individuals named in any transfer request you may give us may be processed for the purposes of:

  • complying with applicable laws, including without limitation anti-money laundering and anti-terrorism laws and regulations; and

  • fighting crime and terrorism; and

  • disclosure 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.

Location of website use

This website is designed for use in the United Kingdom, the Channel Islands and the Isle of Man 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. It is your responsibility to ensure that, if you access the Service outside these countries, your ability to use the Service must be permitted by local law, and we shall not be liable for any loss or damage suffered by you as a result of not being able to use the Service in these countries as a result of local encryption laws. IN particular, we use a very high level of ecryption. The use of such levels of encryption may be illegal in jurisdictions outside the United Kingdom, the Channel Islands or the Isle of Man. Termination of use of the website

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.

Governing Law

These Terms and Conditions are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

These Terms and Conditions are available in English and all communications from us will be in English unless you ask us to speak to you about your banking service in Spanish.

Depositor protection scheme

Your eligible deposits with Banco Bilbao Vizcaya Argenteria, S.A. London Branch are protected up to a total of EUR 100,000 by the Fondo de Garantia de Depositos deposit guarantee scheme and are not protected by the UK Financial Services Compensation Scheme. Any deposits you hold above the EUR 100,000 limit are unlikely to be covered. Please ask for further information or visit www.fgd.es.

COMPLAINTS

BBVA in London wishes 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 in London, are unhappy about any aspect of the service you have received and wish to make a complaint, please e-mail us at complaints@bbva.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 you can about your complaint including a description of your complaint, your branch and account details, your contact details, what you think we should do to put things right and provide copies of any supporting documentation if you have this available.

We will not charge you for making a complaint against us.

Next Steps

Once we receive your complaint we will send you a written acknowledgement of receipt. We will do this within 2 (two) working days from the date the complaint is received by us.

We will try to complete our investigation as quickly as we can and will aim to provide you with a final response to your complaint within 10 (ten) working days of having sent you our acknowledgement letter. This may not be possible in all cases, however, as your complaint may be particularly complex and require more time.

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 we have received your complaint.

How we will investigate your complaint

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 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. Our final response will enclose 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:

consumer helpline

0800 023 4567 (calls to this number are normally free for people ringing from a "fixed line"

phone – but charges may apply if you call from a mobile phone)

0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02 numbers on

mobile phone tariffs)

email address

complaint.info@financial-ombudsman.org.uk

postal address

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

switchboard and fax

020 7964 1000 (switchboard)

+44 20 7964 1000 (for calls from outside the UK)

020 7964 1001 (main fax)

website

www.financial-ombudsman.org.uk

Please let us know if you would like this information in Braille or large print or in an alternative format to enable you to understand it.

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.