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). Furthermore, no significant tangible asset items at the Group are affected by environmental issues of any type.
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).
CaixaBank has not received any relevant fines or sanctions related to compliance with environmental regulations in 2020.
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 2020 is 23 calendar days, compared to 24 calendar days in 2019.
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 especially, the reports issued by the Supervisors' Claims Services in 2020. These led to the Customer Service Office drawing up 16 improvement proposals respectively.
| 2020 | 2019 | 2018 | |
| HANDLED BY THE CUSTOMER SERVICE OFFICE AND CUSTOMER CONTACT CENTER (CCC) | 119,361 | 75,766 | 83,124 |
| Customer Service Office (CSA) and Customer Contact Center (CCC) | 119,361 | 75,722 | 83,093 |
| Customer Ombudsman (CO) (*) | 44 | 31 | |
| TELEPHONE CLAIMS AND COMPLAINTS | 13,533 | 10,993 | 11,415 |
| Customer Contact Center (CCC) | 13,533 | 10,993 | 11,415 |
| FILED WITH THE SUPERVISORS' CLAIMS SERVICES | 1,598 | 1,322 | 2,151 |
| Bank of Spain | 1,350 | 1,116 | 1,900 |
| Comisión Nacional del Mercado de Valores (Spanish securities market regulator) | 82 | 85 | 81 |
| Directorate-General of Insurance and Pension Plans | 166 | 121 | 170 |
The number of reports or resolutions issued by Customer Services and the Supervisors' Claims Services was as follows:
| TYPE OF RESOLUTION | CS AND CSO | BANK OF SPAIN | CNMV | DGS (Directorate General of Insurance) | |||||||||||
| 2020 | 2019 | 2018 | 2020 | 2019 | 2018 | 2020 | 2019 | 2018 | 2020 | 2019 | 2018 | ||||
| Resolved in favour of the claimant | 54,791 | 34,811 | 24,032 | 179 | 193 | 318 | 22 | 18 | 23 | 15 | 4 | ||||
| Resolved in favour of the entity | 35,085 | 25,592 | 45,502 | 160 | 163 | 187 | 19 | 17 | 20 | 13 | 34 | 22 | |||
| Acceptance | 232 | 223 | 356 | 6 | 13 | 14 | - | 2 | 1 | ||||||
| Other (rejected/unresolved) | 19,963 | 12,107 | 9,919 | ||||||||||||
| TOTAL | 109,839 | 72,510 | 79,453 | 571 | 579 | 861 | 47 | 48 | 57 | 28 | 36 | 27 | |||
42.3
The branches of the Group are specified below:
| 2020 | 2019 | 2018 | |
| Spain | 3,786 | 4,118 | 4,608 |
| Abroad | 429 | 484 | 502 |
| TOTAL | 4,215 | 4,602 | 5,110 |
