BBVA Complaints Policy

Do you feel that our customer service department was unable to help you, or would you like to make a complaint? Here is a summary of the most important information.

By email:

The easiest way to contact us is via the following email address: 

beschwerde@bbva.de

If you have an account with us, please send your email from the email address you have saved in your BBVA account.

By letter:

If you cannot contact us via the app or email, you can send your complaint by post:

BBVA, Germany Branch d
Complaint Managementt
Neue Mainzer Str. 28
60311 Frankfurt am Main

Please ensure that the following information is included in your complaint:

• Why are you complaining? Provide us with a clear description of your complaint.
• When did the problem first take place or become apparent?
• What do you expect us to do as a result of the complaint?
• Are there any other documents related to this (e.g. screenshots or messages)? Please feel free to send these as well.

If your complaint is to be submitted by a representative, e.g. If the application is to be submitted to your lawyer, a power of attorney document must also be attached.

We will contact you as soon as we receive your complaint and then review the matter. If we need further information, we will get in touch with you. If we do not receive a response from you, the case may be closed.

Our goal is to respond to you as quickly as possible. We handle each complaint individually and address the situation you have described. We carry out the necessary research for this purpose. We will usually respond to your complaint within 3 weeks of receipt. If we need a little more time to respond, you will receive an update from us. The answer will be sent to the email address you provided during registration.

Complaints regarding your rights and obligations as a payment service user under Sections 675 c to 676 c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) will generally be answered within 15 business days upon receipt of the complaint. Complaints regarding your rights and obligations as a payment service user will generally be answered no later than 35 business days upon receipt of the complaint.

We will respond to your complaints in an appropriate manner; in the case of payment service contracts, this will be carried out in writing (e.g. by letter or email).

If you are not satisfied with our final response regarding your complaint, you are welcome to contact the following institutions:

The bank participates in a dispute resolution scheme of the consumer arbitration body “Ombudsmann der privaten Banken” (Ombudsman of the Private Banks). To resolve disputes, you may appeal to the Ombudsman of the Private Banks. If the subject of the complaint concerns a dispute over a payment services contract (Section 675f of the German Civil Code (BGB)), customers who are not consumers can also contact the Ombudsman of the Private Banks. Further details are regulated by the “Rules of Procedure for the Settlement of Customer Complaints in the German Banking Industry,” which are available upon request or can be found online at www.bankenverband.de. The complaint must be submitted in text form(e.g. by letter, fax or email) to the Customer Complaints Offi ce at the Federal Association of German Banks e.V. (Bundesverband deutscher Banken e.V.) : Office of the Ombudsman of the Private Banks at the Federal Association of German Banks e.V. PO Box 04 03 07, 10062 Berlin. Fax: (030) 1663-3169,schlichtung@bdb.de. 

Furthermore, you have the option to fi le a complaint in writing or by personal statement for the record at any time to the Federal Financial Supervisory Authority (BaFin), Graurheindorfer Straße 108, 53117 Bonn, regarding violations by the bank of the German Payment Services Supervision Act (ZAG), Sections 675c to 676c BGB or Article 248 of the Introductory Act to the German Civil Code (EGBGB).

The Federal Financial Supervisory Authority (BaFin) is also responsible for disputes arising from the application of the following:

• the provisions of the German Capital Investment Act (KAGB) , if consumers are involved in the dispute, or
• other regulations relating to contracts concerning banking transactions pursuant to Section 1 paragraph 1 sentence 2 of the German Banking Act (KWG) or fi nancial services pursuant to Section 1 paragraph 1a sentence 2 KWG, between consumers and companies supervised under the German Banking Act.

There is also the option of filing a lawsuit in the ordinary courts.