Average number of days in settling a complaint: customer
Ombudsman
Scope: BBVA Spain.
Customer Ombudsman: Breakdown of briefs according to outcome
Total submitted
Rejected for statutory reasons
Concluded
Amicable solution
Rejected
Formal resolution (in favour of the claimant)
Failure to reply (request for further documentation)
Pending resolution at 31/12/08
Scope: BBVA Spain.
2008
MEXICO
In the current domestic financial scenario and taking into account the concerns of the market and those
of legislators, BBVA Bancomer has promoted the figure of the UNE Bancomer (Specialist Unit), which acts
as customer ombudsman while upholding the strategic focus on continuous improvement and the
strengthening of relations with customers and the authorities.
On the basis of this national context, the UNE has created a close link with the National Commission
for the Protection and Defence of the Users of Financial Services (CONDUSEF), the regulatory authority in
relations between customers and financial institutions, which is in charge of promoting financial education
among the general public, seeking a fair and equitable relation between customers and financial institutions
and developing products and tools which provide support, advice and guidance for users of financial
services.
The UNE Bancomer seeks equity and transparency in the service to customers which, for some reason or
controversy with the institutions and due to the characteristics of the particular matter, needs to be settled
by a figure of the Group that is capable of providing a solution for the disagreement in question in an
impartial, transparent and clear fashion.
The UNE is an independent figure with its own capacity to rule and whose decisions are binding on
business units; it sees to complaints and claims by customers and contributes to continuous improvement by
pinpointing the origin of the complaints and collaborating to find a solution to the same, adding value to
relations with customers with an aim to minimizing any risk to the institution’s reputation in society.
2007 2006
10 10 11
2008
2007 2006
2,187 1,780 1,441
109 74 45
2,022 1,670 1,352
1,055 830 493
804 658 651
159 168 196
4 14 12
56 36 44
SUPPLEMENTARY INFORMATION CRR 2008
Corporate Responsibility Report 2008
13
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