Balance Sheet at 31 December 2010 of BBVA

6. COMMON STOCK AND TREASURY STOCK
Information about share capital and transactions with treasury shares is included in Notes 23 and 26 of the
accompanying financial statements.
In addition, the information relating to Common stock which is required by article 116.bis of the Stock
Markets Act can be found in section 13 of this Management Report.
7. APPLICATION OF EARNINGS
Information about application of earnings is included in Note 3 of the accompanying financial statements.
8. CORPORATE GOVERNANCE
In accordance with the provisions of Article 116 of the Spanish Securities Market Act, the BBVA Group has
prepared the Annual Corporate Governance Report for 2009, which is an integral part of this Management
Report, following the content guidelines set down in Order ECO 3722/2003 dated December 26 and in the
CNMV Circular 4/2007, dated December 27, including a section detailing the degree to which the Bank is
compliant with existing corporate governance recommendations in Spain.
In addition, all the disclosure required by article 117 of the Spanish Securities Market Act, as enacted by Act
26/2003 and by Order ECO 3722/2003 dated December 26, can be accessed on BBVA’s website
(www.bbva.es) in the section entitled “Corporate Governance”.
The information required by Article 116.bis of the Spanish Securities Market Act can be found in section 13
of this Management Report.
9. REPORT ON THE ACTIVITY OF THE CUSTOMER CARE SERVICE AND CUSTOMER OMBUDSMAN
In Spain the Bank has a Customer Care Service in place to manage customer complaints and grievances. In
addition, if a customer is not satisfied with the solution proposed by the Customer Care Service, he or she
has a second line of defense in the Customer Ombudsman.
In accordance with the stipulations of Article 17 of the Ministry for the Economy Order ECO/734/2004, dated
March 11 regarding Customer Care and Consumer Ombudsman departments at financial institutions, and in
line with the Bank’s "Internal Regulations for Customer Protection in Spain" approved by the Board of
Directors of Banco Bilbao Vizcaya Argentaria, S.A. in its meeting of July 23, 2004, the following is a
summary of related activities in 2010:
a) Report on the activity of the Customer Care Service department in 2010
Statistical summary of the grievances and complaints handled in 2010.
The number of customer complaints received by BBVA’s Customer Care Service in 2010 was 6,095, of
which 523 were finally not processed because they did not comply with the requirements of the Ministerial
Order ECO/734. 93.1% of the complaints (5,189 case files) were resolved within the year and 383
complaints had not yet been analyzed as of December 31, 2010.
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