Company: BBVXF
Filing Date: 2025-09-05
Form Type: F-4/A
Source: 0001193125-25-196513
Chunk: 492

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-09-05
Form: F-4/A
Chunk 492
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 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                      |     |            |   1,809 |     |            | 1.7 %  |
| Other products                               |     |            |     825 |     |            | 0.8 %  |
| Total                                        |     |            | 104,621 |     |            | 100 %  |

A-293

Complaints and claims processed by SAC at first instance

During 2024, the SAC received 99,558 complaints and claims, in accordance with the provisions of Order ECO 734/2004 of 11 March and 100,262 have
been processed. Of these, 52,781 complaints and claims were accepted and resolved and 47,481 were refused due to reasons set out in the SAC Regulations.

Of the total number of complaints and claims accepted for processing and resolved by the SAC, 31,919 (60.5%) were resolved in the customer’s
favour, 20,854 (39.5%) in the Institution’s favour and in 8 cases the customer withdrew their complaint.

Of the total number of complaints
and claims accepted for processing and resolved by the SAC, 29,676 (56.2%) were processed within a period of 15 working days, 20,789 (39.4%) within a period of less than one month and 2,316 (4.4%) within a period longer than