Company: BBVXF
Filing Date: 2025-02-27
Form Type: F-4/A
Source: 0001193125-25-037317
Chunk: 570

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-02-27
Form: F-4/A
Chunk 570
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 or contingencies of an environmental nature that could be deemed significant with respect to its equity, financial position or consolidated results; therefore, no specific disclosures are included in the environmental disclosures document provided for in Order JUS/616/2022 of 30 June, approving the new templates for the submission to the Companies Register of the annual financial statements of institutions required to published them. For further details, see the Non-FinancialDisclosures Report, which is included as part of the consolidated Directors’ Report. Customer Care Service (SAC) The Customer Care Service (hereinafter, SAC as per its Spanish acronym) and its head, who is appointed by the Board of Directors, report directly to the Compliance Division and are independent of the Bank’s business and operational lines. The main function of the SAC is to handle and resolve complaints and claims brought forward by customers and users of the financial services of Banco de Sabadell, S.A. and the entities that adhere to the relevant regulations, where these relate to their interests and legally recognised rights arising from contracts, transparency and customer protection regulations or good financial practices and uses, in accordance with the Banco Sabadell Regulations for the Protection of Customers and Users of Financial Services. The entities that adhere to the SAC Regulations are the following: Sabadell Asset Management, S.A., S.G.I.I.C. Sociedad Unipersonal; Urquijo Gestión, S.G.I.I.C, S.A.; and Sabadell Consumer Finance, S.A.U. In 2023, Banco Sabadell’s Customer Care Service (SAC) received 54,884 complaints and 54,048 complaints were handled during the year, with 2,301 claims and complaints pending analysis as at 31 December 2023. A-431

Details of complaints received by the SAC in 2023, broken down by type of product or service, are provided here below:

|                                              |     | Complaints |        |     | % of total 
 received   |        |
| Product                                      |     |            |        |     |            |        |
| Loans and credit secured with mortgages      |     |            | 17,819 |     |            | 32.5 % |
| Loans and credit not secured with collateral |     |            |  8,391 |     |            | 15.3 % |
| Demand deposits and payment accounts         |     |            | 19,882 |     |            | 36.2