Making a complaint

PROCESSING OF CLAIMS – MEDIATION

For any difficulties or complaints about the account's operation or the products and services made available, each customer of the French branch of BANCO BILBAO VIZCAYA ARGENTARIA SA ("BBVA") can either contact his agency or the customer relations department of BBVA France's Head Office. The contact details for this service are: BBVA - Customer Relations Department - 29 avenue de l'Opéra 75001 Paris Tel: 01.44.86.83.48 contact email: serviceclients@bbva.com.

BBVA undertakes to acknowledge receipt of the complaint within five working days and to reply to it within ten working days, unless processing requires a detailed analysis that does not allow this timescale to be respected. In this case, the customer will be informed before the end the ten-day period, and he will be provided with details about the deadline for the response to be sent, which may be no more than two months following the date of receipt of the complaint.

If the customer is not satisfied with the action taken with regard to his complaint or if he does not receive a reply within the specified time, and a dispute persists with regard the services provided and the contracts concluded concerning banking operations (account management and credit operations, payment services, investment services, financial investments and savings products), as well as the sale of insurance contracts directly related to a product or a banking service provided by BBVA (loan insurance, for example), the customer may, subject to the conditions provided for in Article L.316-1 of the Monetary and Financial Code (and in referral, those provided for in Title V of Book I of the Consumer Code) enter freely into contact with the ombudsman appointed by BBVA, namely Ombudsman of the French Banking Federation (FBF). The claim may be sent to them at the following address: Monsieur le Médiateur Boîte Postale n°151 75422 PARIS Cedex 09 (or by email: mediateur@fbf.fr) or may be entered online via a specific form on the website http://www.lemediateur.fbf.fr/. La médiation sera conduite conformément à la charte de la médiation FBF figurant en annexe du dernier rapport annuel du Médiateur accessible sur le site http://www.lemediateur.fbf.fr/ ou en cliquant sur ce lien: Mediation Charter.

Disputes concerning insurance contracts, which come under a different field from their sale, will be transmitted by the FBF's Ombudsman to the Insurance Mediation Service. The customer will be informed of this transfer and of the quality and contact details of this new contact person.

Referral to the Ombudsman is only possible for individuals who are not acting for professional reasons. The Ombudsman is required to act within two months following referral. After this date, the Ombudsman will recommend a solution to the dispute. Referral may not be made to the Ombudsman once a judicial procedure for the same dispute is already underway. However, prior referral to the Ombudsman entails the suspension of any judicial appeal initiated by BBVA up until service of the notice, except for precautionary actions.