Company: BBVXF
Filing Date: 2025-02-27
Form Type: F-4/A
Source: 0001193125-25-037317
Chunk: 743

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-02-27
Form: F-4/A
Chunk 743
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 that could be deemed significant with respect to equity, the financial situation and its consolidated results; therefore, there are no specific disclosures in the environmental disclosures document envisaged by 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. A-656

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 is independent of the Bank’s business and operational lines. Its main function 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 member entities, when 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 Banco Sabadell Regulations for the Protection of Customers and Users of Financial Services. The entities that adhere to the SAC Regulations are the following: BanSabadell Financiación, E.F.C., S.A.; 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 2022, Banco Sabadell Customer Care Service received 41,887 complaints and 41,332 complaints were handled during the year with 1,465 claims and complaints pending analysis as at 31 December 2022.

|                                              |     | Complaints |        |     | % of total received |       |
| Product                                      |     |            |        |     |                     |       |
| Loans and credit secured with mortgages      |     |            |  6,870 |     |                     | 0.164 |
| Loans and credit not secured with collateral |     |            |  7,187 |     |                     | 0.172 |
| Demand deposits and payment accounts         |     |            | 20,345 |     |                     | 0.486 |
| Payment instruments and electronic money     |     |            |  2,271 |     |                     | 0.053 |
| Other payment services                       |     |