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. Please note: 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. For complaints relating to payments, we will respond to you within a maximum of 15 working days (in accordance with the European Payment Services Directive II PSD2).

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). 

You have the right to complain at any time to the Bundesanstalt für Finanzdienstleistungsaufsicht (Federal Financial Supervisory Authority), Graurheindorfer Straße 108, 53117 Bonn, in writing or to note on record about breaches by the lender in connection with contracts that involve banking transactions pursuant to Section 1 (1) (2) of the German Banking Act (KWG) or financial services pursuant to Section 1 (1a) (2) KWG.

To settle disputes with the lender in connection with distance selling contracts for financial services (Sections 312c ff. of the German Civil Code (BGB), consumer loans and other financial assistance (Sections 491 to 508, 511 and 655a to 655d BGB) as well as payment service contracts (Sections 675c to 676c BGB), you have the option of contacting the arbitration board at the Deutsche Bundesbank. The arbitration procedure is free of charge for you. The complaint must be submitted in writing (e.g. e.g. a letter, email) to be sent to:

Deutsche Bundesbank
Postfach 10 06 02
60006 Frankfurt am Main
Email: schlichtung@bundesbank.de

You can find an application here.

The European Commission has set up a European Online Dispute Resolution Platform at http://ec.europa.eu/consumers/odr/. You can use the ODR platform to resolve disputes arising from online contracts that have been concluded with a company based in the EU.