SOCIO-ECONOMIC IMPACT REPORT 2017
CaixaBank, which is known for its financial strength and management based on prudence and forethought, works to maintain a relationship with its customers and society in general that is based on trust. The Bank therefore has a team of qualified professionals, reinforces the responsible management of its business and ethical culture, and maximises the security of its services and involvement in the region.
The main bank
for 89% of our customers
#1 digital bank
in Spain
and abroad
59.2 hours of
training per
employee
89% of our customers
consider us their main bank*
+1.9 million customers in BPI
*Source: FRS Inmark 2017.
**Latest available data (September 2017).
and has more customers that would recommend the Bank compared to its main competitors***
***Source: BMKS FIN 2017 Report of Stiga. Includes Banco Santander, BBVA, Banco Sabadell, Banco Popular and Bankia.
CaixaBank, which bases its management on prudence and forethought, is one of the most solvent Spanish banks. It also has a liquidity position well above minimum requirements.
202% Liquidity
Coverage Ratio (LCR)
Far above the minimum requirement of 100% from 2018
and above the average of Spanish banks
*It includes CaixaBank, Banco Santader, BBVA, Banco Sabadell and Bankia.
*It includes CaixaBank, Banco Santader, BBVA, Banco Sabadell, Bankia and Bankinter
6.0% NPL ratio of CaixaBank Group
vs. 8.1% sector
average NPL ratio*
* Source: Bank of Spain (last available data, November 2017)
and other internal conduct regulations covering specific areas (for example the securities market, the contribution to the Euribor, anti-corruption, anti-money laundering and counter terrorist financing).
to facilitate compliance with these regulations. In the case of customers or other stakeholders, such matters will be handled through the normal customer service channels.
The Human Rights Policy, published in 2017,
must be complied with by everyone who works at CaixaBank
The new Reputational
Risk Support Service
exists to channel queries about potential transactions that might infringe the codes of conduct
such as the UN's Global Compact, the UN's Women’s Empowerment Principles and the Equator Principles.
It has held the presidency of the Spanish Network of the United Nations Global Compact since 2012.
It adheres to the Code of Good Tax Practices of the Spanish government and to the Code of Good Practices for the viable restructuring of mortgage loans on primary residences, among other codes.
The Chair encourages, promotes and spreads new knowledge about CSR in its academic approach and to executives and entrepreneurs. Publication of 36 research papers since its creation.
The purpose of the
Transparency Committee
is to ensure transparency in the design and marketing of financial instruments, banking products, and investment and savings insurance plans
The Product Committee,
created in 2016, is responsible for approving new products and services designed and/or marketed by the Bank, after analysing the characteristics and associated risks, and their suitability for the public at whom it is aimed, and the regulations with customer protection and transparency rules
The Product Governance Policy,
approved in 2016, sets out the principles for approving the design and marketing of new products and services, responding to the needs of customers and enhancing their protection.
The pension plans manager, VidaCaixa (2009), and the Group’s asset manager, CaixaBank Asset Management (2016), are signatories to the UN's Principles for Responsible Investment (UNPRI).
CaixaBank’s employee pension fund has also been awarded the highest annual rating compared to the median of all signatories to the UNPRI.
The contracts with the Group’s suppliers include clauses relating to compliance with ethical, environmental and social standards.
CaixaBank has a Defence Policy, approved by the Board of Directors in 2016.
to ensure all its advertising is transparent, responsible and complies with existing legislation
CaixaBank strengthened training in the team’s key professional skills, with the aim of offering the best service possible.
More than 2,900 professionals have successfully passed the Postgraduate Course in Financial Information and Advice at Pompeu Fabra University (Barcelona).
273 Business Manager certified through the University Programme in Business Insurance of the ICEA - University of Barcelona Chair in Insurance and Pension Studies.
2,074 employees obtained their Risk Analysis Certificate during the year.
Cegos Award for the EPC "Conversations for Development" programme, as best practise in Organisational Management and Consultancy.
CaixaBank actively contributes to increasing people’s
knowledge through 227 workshops on basic finance
organised by MicroBank and the ”la Caixa” Volunteer Association.
Materials validated by the Institute for Financial Studies (IEF)
5th consecutive year of participation in the programme.
CaixaBank, is the bank that has contributed the largest number of volunteers (37% of the total).
to over 1,150 shareholders
in 18 courses on economics and financial markets
New Aula app with training resources.
CaixaBank Research is to create and spread knowledge relating to the economy and society in and outside of the Bank
Section on Financial
culture at
www.caixabank.es
with materials for children, young people, adults and schools
With an integrated approach to information security and cyber security, continuously adapting itself to the new challenges of the digital world.
It has an advanced cyber security model, certified under international standard ISO 27001 and established as CERT official, through a team of specialists that are trained and prepared 24 hours a day to prevent, detect and take action when faced with any cyber threat.
#1 according to the penetration ratio for digital banking at domestic and international level (considering Spain, Italy, Germany, France, the United Kingdom and the United States), according to ComsScore.
31.1% of online banking users in Spain are CaixaBank customers.
Mobile banking represents 22% of the transactions carried out by customers.
57% of CaixaBank's total transactions were processed by internet or mobile banking.
It also represents the global awareness campaign, topThinkConnect.org in Europe.
The data of the transactions processed would take up 24,104 TB on magnetic disks (approximately 24,000 high-end personal computers).
2,958 million digital documents.
