In the event of any problem or complaint relating to the operation of the 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 postal address of this service is as follows: BBVA – Service Relations Clientèle – 29 avenue de l’Opéra 75001 París. Tel. 01 44 86 83 48 Email: firstname.lastname@example.org.
BBVA agrees to acknowledge receipt of the complaint within five business days and to respond to it within ten business days, unless, due to its complexity, the processing of this complaint requires an in-depth analysis that would not allow these periods to be met. In this case, the customer will be informed before this ten-year response period expires and a maximum response period will be set that cannot exceed two months from the date of receipt of the complaint.
If the customer is not satisfied with the way their complaint is dealt with, or does not obtain a response within the established time limits and the dispute or discrepancy persists with regard to the services rendered or the banking contracts entered into (account management and credit operations, payment services, investment services and savings banking products), as well as with regard to the marketing of insurance contracts directly related to a banking product or service offered by BBVA (for example, loan insurance), the customer may, in accordance with the conditions set forth in article L.316-1 of the Monetary And Financial Code (and, where applicable, subject to the conditions set forth in Title V of Book I of the French Consumer Code) freely lodge a complaint with The mediator appointed by BBVA, who shall be a Mediator of the French Banking Federation (FBF). The complaint file must be sent to the following address: "Monsieur le Médiateur" Boîte Postale n° 151 75422 PARIS CEDEX 09 (or by email to: email@example.com). If the customer wishes, he or she can file the claim directly online using a specific form that can be downloaded from the following 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 via the website: http://www.lemediateur.fbf.fr/.
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.
Only individuals acting in a non-professional capacity can submit complaints to the Ombudsman. 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.