Company: BBVXF
Filing Date: 2025-02-27
Form Type: F-4/A
Source: 0001193125-25-037317
Chunk: 744

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-02-27
Form: F-4/A
Chunk 744
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 |  1,978 |     |                     | 0.047 |
| Other products/services                      |     |            |  2,163 |     |                     | 0.052 |
| Other products                               |     |            |  1,073 |     |                     | 0.026 |
| Total                                        |     |            | 41,887 |     |                     | 100 % |

Complaints and claims processed by SAC at first instance During 2022, the SAC received 38,726 complaints and claims and 28,726 were accepted for processing and resolved, in accordance with the provisions of Order ECO 734/2004, of 11 March. Of the total number of complaints and claims accepted for processing and resolved by the SAC, 15,476 (53.9%) were resolved in the customer’s favour, 13,238 (46.1%) in the Institution’s favour and in 12 cases the customer withdrew their complaint. During 2022, 9,475 complaints and claims were not accepted for processing due to reasons envisaged in the SAC Regulations. Of the total number of complaints and claims accepted for processing and resolved by the SAC, 15,546 (54.1%) were processed within a period of 15 working days, 11,487 (40.0%) within a period of less than one month and 1,693 (5.9%) within a period longer than one month. Complaints and claims managed by the Ombudsman At Banco Sabadell, the role of Customer Ombudsman is assumed by José Luis Gómez-Dégano y Ceballos-Zúñiga. The Ombudsman is responsible for resolving the complaints brought forward by the customers and users of Banco de Sabadell, S.A., and of the other aforementioned entities associated with it, both at first and second instance, and for resolving issues that are passed on by the SAC. The Ombudsman’s decisions are binding on the Institution. In 2022, the SAC received a total of 2,547 complaints and claims via the Customer Ombudsman, of which 2,524 were handled during the year. With regard to claims and complaints resolved by the Customer Ombudsman, 8 were resolved in the customer’s favour, 652 were resolved in the Institution’s favour, in 1,099 cases the Bank acquiesced to the claimant’s request and in