For more detailed information about the following topics, please consult the chapter Customer focuson our Corporate Responsibility Report 2008:

• Quality, satisfaction and customer service

  • Bank of Spain acknowledges BBVA’s efforts in dealing with customer complaints
    (september 2008)

• Access to credit

• Adaptability

  • BBVA to launch a broad range of financial solutions to help individuals and the self-employed in the current environment
    (november 2008)

• Security,customer protection and business continuity

  • European directive 2004/39CE on markets in financial instruments (MIFID)

• Transparency, advertising and labelling

• Multichannel banking