Company: BBVXF
Filing Date: 2025-08-12
Form Type: DRS
Source: 0000950123-25-007520
Chunk: 534

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-08-12
Form: DRS
Chunk 534
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 Report, which is included as part of the consolidated Directors’ Report. Customer Care Service (SAC) The Customer Care Service ( Servicio de Atención al Cliente, or SAC) 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. In addition, the SAC can issue recommendations or suggestions derived from the analysis of complaints and claims it receives. The following entities adhere to the SAC Regulations: 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 2024, Banco Sabadell’s Customer Care Service (SAC) received 104,621 complaints and 105,355 complaints were handled during the year, with 1,565 claims and complaints pending analysis as at 31 December 2024. Details of complaints received by the SAC in 2024, broken down by type of product or service, are provided here below:

|                                              |     | Complaints |         |     | % of total 
 received   |        |
| Product                                      |     |            |         |     |            |        |
| Loans and credit secured with mortgages      |     |            |  62,557 |     |            | 59.8 % |
| Loans and credit not secured with collateral |     |            |  10,172 |     |            | 9.7 %  |
| Demand deposits and payment accounts         |     |            |  21,766 |     |            | 20.8 % |
| Payment instruments and electronic money     |     |            |   4,649 |     |            | 4.4 %  |
| Other payment services                       |     |            |   2,843 |     |            | 2.7 %  |
| Other products/services                      |