42.1
There is no significant environmental risk due to the activity of the Group, and therefore, it is not necessary to include any specific breakdown on environmental information in the document (Order of the Ministry of Justice JUS/471/2017).
The Group is committed to carrying out its business, projects, products and services in the most environmentally-friendly way possible (see the corresponding section in the accompanying Management Report).
The Group has not received any relevant fines or sanctions related to compliance with environmental regulations in 2019.
42.2
CaixaBank has a Customer Service Office charged with handling and resolving customer complaints and claims. This office has no connections with commercial services and performs its duties with independent judgment and according to the protection rules for financial services customers.
The average resolution time in 2019 is 24 calendar days, compared to 20 calendar days in 2018.
If complaints are not resolved satisfactorily or the regulatory period has elapsed without obtaining a reply, claimants can contact the Supervisor's Claims Services: Bank of Spain, CNMV and the Directorate-General of Insurance and Pension Funds. Reports issued by the Supervisors’ Claims Services are non-binding and the entity against which a complaint has been lodged may decide whether any rectification is needed in accordance with the Supervisor's conclusions.
Furthermore, functions of the Customer Service Office also include the execution of the adopted resolutions; identifying legal and operational risks by analysing claims received and preparing and fostering improvement proposals to mitigate identified risks; ensuring the claims system and system for reporting on claims management to the Entity's governing bodies and to the supervisory authorities is fit for purpose.
Similarly, the Customer Service Office takes part in the process of approving new products through the Products Committee, anticipating possible problem areas based on the experience of claims.
A number of potential improvements to the policies, procedures and documents for marketing the products and services of CaixaBank and its Group have been identified from an in-depth analysis of claims and, in particular, the reports issued by the Supervisors' Claims Services in 2019. These led to the Customer Service Office drawing up 20 improvement proposals respectively.
Is supported by the Customer Contact Center (CCC), which reports directly to the Chief Business Officer. Its duties include attending to requests for information, managing dissatisfaction over telephone channels and written complaints related to service quality, as well as reputation-related matters from a corporate perspective. It is also responsible for offering support to branches so they can prevent and resolve any disputes with customers, sharing with other departments and subsidiaries the reasons for dissatisfaction to determine which processes to correct and helping roll out improvements reducing the likelihood of possible customer claims.
2019 |
2018 |
2017 |
|
|---|---|---|---|
Handled by the customer service office and customer contact center (CCC) |
75,766 |
83,124 |
155,704 |
Customer Service Office (CSA) and Customer Contact Center (CCC) |
75,722 |
83,093 |
154,366 |
Customer ombudsman (CO) (*) and investor ombudsman |
44 |
31 |
1,338 |
Telephone claims and complaints |
10,993 |
11,415 |
8,243 |
Customer Contact Center (CCC) |
10,993 |
11,415 |
8,243 |
Filed with the supervisors' claims services |
1,322 |
2,151 |
3,407 |
Bank of Spain |
1,116 |
1,900 |
3,331 |
Comisión Nacional del Mercado de Valores (Spanish securities market regulator) |
85 |
81 |
70 |
Directorate-General of Insurance and Pension Plans |
121 |
170 |
6 |
(*) In April 2017, CaixaBank's Customer Ombudsman ceased operations. Until then, this offered an alternative to the Customer Service Office.
The number of reports or resolutions issued by Customer Services and the Supervisors' Claims Services was as follows:
CS and CSO |
Customer's ombudsman |
Bank of Spain |
CNMV |
DGS (Directorate General of Insurance) |
|||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Type of resolution |
2019 |
2018 |
2017 |
2019 |
2018 |
2017 |
2019 |
2018 |
2017 |
2019 |
2018 |
2017 |
2019 |
2018 |
2017 |
Resolved in favour of the claimant |
34,811 |
24,032 |
20,376 |
191 |
193 |
318 |
406 |
18 |
23 |
26 |
4 |
1 |
|||
Resolved in favour of the entity |
25,592 |
45,502 |
108,838 |
330 |
163 |
187 |
229 |
17 |
20 |
29 |
34 |
22 |
|||
Acceptance |
70 |
223 |
356 |
172 |
13 |
14 |
14 |
2 |
1 |
||||||
Other (rejected/unresolved) |
12,107 |
9,919 |
21,060 |
658 |
299 |
531 |
105 |
5 |
2 |
13 |
|||||
Total |
72,510 |
79,453 |
150,274 |
0 |
0 |
1,249 |
878 |
1,392 |
912 |
53 |
57 |
71 |
49 |
27 |
1 |
42.3
The branches of the Group are specified below:
2019 |
2018 |
2017 |
|
Spain |
4,118 |
4,608 |
4,875 |
Abroad |
484 |
502 |
511 |
Total |
4,602 |
5,110 |
5,386 |
