Company: BBVXF
Filing Date: 2025-09-05
Form Type: F-4/A
Source: 0001193125-25-196513
Chunk: 493

Company: BANCO BILBAO VIZCAYA ARGENTARIA, S.A.
Filing Date: 2025-09-05
Form: F-4/A
Chunk 493
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 one month.

Complaints and claims managed by the Ombudsman

At
Banco Sabadell, the role of Customer Ombudsman is performed by José Luis Gómez-Dégano y Ceballos-Zúñiga. The Ombudsman is responsible
for resolving complaints brought forward by the customers and users of Banco de Sabadell, S.A., and those of the other aforementioned entities associated with it, at both 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 2024, the SAC received a total of 4,289 complaints and claims via the
Customer Ombudsman, of which 4,302 were handled during the year.

With regard to claims and complaints resolved by the Customer Ombudsman, 1,116
were resolved in the customer’s favour, 889 were resolved in the Institution’s favour, and in 9 cases the customer withdrew their complaint. The Ombudsman rejected 2,259 complaints in accordance with the regulations governing their
activity. As at 31 December 2024, 59 complaints were pending submission of allegations and 29 were pending the Ombudsman’s ruling.

Complaints and claims managed by the Bank of Spain and the CNMV

Under current legislation, customers or users who are dissatisfied with the response
received from the SAC or from the Customer Ombudsman may submit their claims and complaints to the Market Conduct and Complaints Department of the Bank of Spain, to the CNMV, or to the Directorate General for Insurance and Pension Funds, subject to
the essential prerequisite of having previously addressed their complaint or claim to the Institution.

The SAC received a total of 774 complaints
referred by the Bank of Spain and the CNMV up to 31 December 2024. In 2024, taking into account complaints that remained pending at the end of the previous year, 634 were accepted for processing and resolved.

Note 43 – Subsequent events

No significant events meriting disclosure have occurred since 31 December 2024, other than those described in these notes to the consolidated
annual financial statements.

A-294

Schedule I – Banco Sabadell Group companies Banco Sabadell Group companies as at 31 December 2024 consolidated by the full consolidation method

| Thousand euro                                                                              |     |                            |     |                               |     |                |