A TRUSTWORTHY BANK

CaixaBank has inherited a century-old financial tradition and strives to strengthen its reputation as a paradigm of a responsible bank. Based on heritage values, it works to establish a relationship of trust with society based on the professionalism and integrity of its employees, responsible management of the business and close ties and responsibility with the regions where it is present.

EXTENSIVE CUSTOMER BASE

CaixaBank is the market leader in Spain with a 24% share among individual customers who make it their main bank.

13.8 M customers

1 in 4 banking customers
1 in 3 young people (between 18 and 35 years)
28.5% of the over 65s

1 in 4 people

have their salary paid into a CaixaBank account.

1 in 5 senior citizens

receive their social security pension via CaixaBank.

21.5% of all savings insurance and pension plans
are managed by CaixaBank

296,599 M funds managed

€24,841 M funds managed vs 2014

9.1% vs. 2014
CaixaBank has the most net supporters among its customer base.
Second highest Net Promoter Score (NPS)* vs. its main competitors.**
Up one position vs. 2014
92% of total customer retention
97.98% of high-value customer retention index.
* According to BMKS FIN Report by Stiga.
** Includes: Banco Santander, BBVA, Banco Sabadell, Banco Popular and Bankia.
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STRENGTH

CaixaBank has one of the largest capital buffers of the Spanish banks as per the ECB's minimum capital requirements.

Regulatory CET1 ratio, listed Spanish banks
Difference between CET1 ratio and required regulatory ratio (pp)*
Includes BBVA, Bankia, Bankinter, Banco Popular, Banco Sabadell and Banco Santander.

15.9%, highest of all the large banking entities

Total liquidity of €54,090 M (15.7% of assets).

NPL ratio below the sector average
7.9%, CaixaBank NPL ratio
< 10.4%, sector average NPL ratio**.
* Note: SREP requirements of 9.31%, including additional considerations of 0.0625% as it is an Other Systemically Important Institution (O-SIIS), applicable from January 2016.
** Source: Bank of Spain

INTEGRITY

Everyone who works at CaixaBank must adhere to the Code of Business Conducts and Ethics, the Anti-corruption Policy and other internal conduct regulations covering specific areas (for example the securities market, contributions to the Euribor, anti-money laundering and counter terrorist financing).

The internal whistle-blowing channel ensures employees comply with these.

Complaints by customers and other stakeholders are handled through the normal customer service channels.

94% of staff completed the ethical conduct and anti-corruption policy course.

CaixaBank’s 2015 Corporate Social Responsibility Policy published.

CaixaBank integrates ethical, social and environmental values in all decisions it takes.

All contracts signed by the Group's suppliers include clauses concerning compliance with ethical, environmental and social conduct.


Adheres to international corporate responsibility initiatives such as the UN Global Compact, the UN's Women's Empowerment Principles and the Equator Principles.

In 2015, it adhered to the Code of Best Practices published by the Spanish tax authorities.

CaixaBank has a Transparency Committee which ensures all transparency-related aspects of the design and marketing of financial instruments, banking products and savings and investment plans.


All products for individual customers have information sheets on the related characteristics and risks.

Customers receive these information sheets before signing up for the product in question.

CaixaBank has a Commercial Communication Policy to ensure all its advertising is transparent, responsible and complies with prevailing legislation.

CaixaBank is one of the entities which most frequently decides to rectify information, accepting the findings of the Bank of Spain's reports, which are not binding for the entity. This is clearly above the sector average*.

Most responsible financial entity and best corporate governance according to Merco Responsabilidad y Gobierno Corporativo 2015.

* According to the Bank of Spain's 2014 annual claims report and provisional figures for 2015.
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PROFESSIONAL MANAGEMENT

CaixaBank invests in its employees' abilities to maximise the quality of the service supplied.

CERTIFIED ADVISE

More than 7,000 professionals certified in financial advisory services.
1.4 employees certified in each branch of the commercial network.

Its Business Banking professionals are AENOR certified (2015)

New CaixaBank Risks School working with the Pompeu Fabra University (UPF), the Institute of Stock Market Studies (Instituto de Estudios Bursátiles - IEB) and the Universitat Oberta de Catalunya (UOC).

Some 1,900 employees were awarded the first Risks Analysts Certificate and the Postgraduate Retail Risk Analysis Diploma - specialising in retail.

Premier Banking AENOR certified (2014)
Post-graduate degree programme in Financial Advising of the Universidad Pompeu Fabra (UPF) and in Certificate of Wealth Management of the Chartered Institute for Securities & Investment (CISI).

4,800 employees at CaixaBank Group are taking the Postgraduate course in Savings and Retirement given by the Universidad Pompeu Fabra and the Barcelona School of Management.

€11.4 M invested in training

48.9 hours of training per employee.

100% of customer-facing employees are trained.

96.86% of employees are entitled to variable remuneration for service quality.
European Model of Excellence in Management +600 EFQM
for the bank's management model.

FINANCIAL TRAINING

CaixaBank actively contributes to increasing the population's knowledge of the basic concepts of the economy and finance.

100 financial
workshops

for vulnerable groups given by trained teachers and social workers with the support of volunteers from the entity.

1,667 attendees

100 volunteers

31 social entities
collaborators

16 courses for minority
shareholders

on the economy and finance

1,036 attendees

The bank's research department compiles information and spreads this both within and outside the entity.

252,000 mail shots
of the Monthly Report

95,000 newsletters
sent by email

465 articles published

1,500 people attended the classes and conferences given by ”la Caixa” Economy and Society Chair

112,000 visits to www.caixabankresearch.com

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MAXIMUM SECURITY AND ADVANCED TECHNOLOGY

Information on the bank, its customers and employees is protected against any internal or external security threat.

The entity has a business continuity plan
  • ISO 22301 certified
  • Guarantees the continuity of transactions in the event of high impact incidents.
Advanced cyber security model
  • ISO 27001 certified
  • With a specialist, highly-trained team available 24/7 to prevent, detect and act in the event of a cyber threat.
Largest number of active digital customers in the country.
Highest penetration ratio of any domestic entity (including Spain, Italy, Germany, France, UK and US) according to ComsScore.

31.9% of online bankers in Spain are CaixaBank customers.

20.1% of all customers' transactions are made using mobile banking.
Over 27.6million SMS alerts sent.
100% of card or Línea Abierta customers are covered by CaixaProtect®, the free online fraud protection service.
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