{"text_format":"1","workbook":"xlsx","n_sheets":1,"sheets":["ENG"],"not_rendered":{"charts":0,"images":0,"macros":0,"external_links":0,"defined_names":1,"comments":0,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"ENG","index":0,"n_rows":463,"n_cols":9,"rows_kept":463,"cut":false,"hidden":false,"merged":[[148,0,148,2],[23,0,23,8],[37,0,37,8],[136,0,136,8],[74,0,74,7],[147,0,147,8],[428,0,428,8],[442,0,442,8],[333,0,333,4],[335,0,335,4],[336,0,336,4],[363,0,363,4],[364,0,364,8]]}
[null,null,2021,2020,2019,"Act 11/2018 on non-financial information and diversity","GRI \n(Global Reporting Initiative)","SASB\n(Sustanability Accounting Standards Board)","SDGs\n (Sustainable Development Goals)"]
["Materiality"]
["Material issues (high and medium materiality)","units",26,21,16,null,"102-21; 102-46, 102-47"]
["Enquiries","units",2959,4657,3285,null,"102-21; 102-46, 102-47"]
["Shareholders","units",800,1820,1774,null,"102-21; 102-40"]
["Customers","units",800,1657,1069,null,"102-21; 102-40"]
["Employees","units",1314,893,327,null,"102-21; 102-40"]
["Experts anf analysts","units",45,287,115,null,"102-21; 102-40"]
[]
["Corporate governance"]
["Good Governance Recommendations (CNMV) - Full Compliance","units",57,57,58,null,"102-18; 102-22"]
["Good Governance Recommendations (CNMV) - Partial Compliance","units",5,4,3,null,"102-18; 102-22"]
["Good Governance Recommendations (CNMV) - Non-compliance","units",1,2,2,null,"102-18; 102-22"]
["Quorum General Shareholders' Meeting (AGM) (Ordinary)","%",0.754,0.66700000000000004,0.65600000000000003,null,"102-18; 102-22"]
["Average approval of items on the AGM agenda","%",0.92430000000000001,0.96,0.96,null,"102-18; 102-22"]
["Independent board members","%",0.6,0.42899999999999999,0.438,null,"102-18; 102-22"]
["Women on the Board","%",0.4,0.42899999999999999,0.375,null,"102-18; 102-22; 405-1"]
["Average age of Board Members","years",61,65,61,null,"102-18; 102-22"]
["Average attendance at Board meetings ","%",0.98080000000000001,1,0.97899999999999998,null,"102-18; 102-22"]
["Board Members - Average term in position","years",4,4.8,4.0999999999999996,null,"102-18; 102-22"]
["Independent Board Members - Average term in position","years",4.4000000000000004,5.0999999999999996,4.9000000000000004,null,"102-18; 102-22"]
["Average remuneration of Board Members - Men1","€ thousands",143,308,289,"ü","405-1; 405-1"]
["Average remuneration of Board Members - Women1","€ thousands",143,175,146,"ü","405-1; 405-2"]
["1. This does not include remuneration derived from positions other than those of representation on the Board of Directors of CaixaBank, S.A."]
[]
["Shares and Shareholder structure"]
["Share price at end of period","€/share",2.4140000000000001,2.101,2.798]
["Average daily trading volume","units",16315,23637,23583]
["Percentage stake \"la Caixa\" Banking Foundation 1","%",0.30009999999999998,0.4,0.4,null,"102-5"]
["Percentage stake FROB2","%",0.161,"n.d.","n.d.",null,"102-5"]
["Percentage stake in Own Shares, Board Members and other shareholders with Board representation","%",1E-3,2.8000000000000001E-2,4.2999999999999997E-2,null,"102-5"]
["Percentage stake free float - management","%",0.53700000000000003,0.57099999999999995,0.55700000000000005,null,"102-5"]
["Free float - Retail","%",0.28000000000000003,0.34,0.33,null,"102-5"]
["Free float - Institutionals (Nacionals and Internationals)","%",0.70299999999999996,0.66,0.67,null,"102-5"]
["Free float - Employees","%",1.7000000000000001E-2,"n.d.","n.d.",null,"102-5"]
["Shareholders","uds",663457,564723,578123,null,"102-5"]
["Shareholder remuneration for the year","€/share",0.03,7.0000000000000007E-2,0.15]
["1. Barcelona Savings and Pensions Banking Foundation, ”la Caixa” (“la Caixa” Banking Foundation). According\nlast notification submitted to the CNMV on March 29, 2021, through Criteria Caixa, S.A.U."]
["2 According to the last notification submitted to the CNMV on March 30, 2021, through BFA Tenedora de Acciones, S.A."]
[]
["Commercial positioning"]
["Customers ","M",20.7,15.2,15.6,"ü","102-2; 102-6; 102-7"]
["Customers Spain","M",18.899999999999999,13.4,13.7,"ü","102-2; 102-6; 102-7"]
["Customers Portugal","M",1.9,1.9,1.9,"ü","102-2; 102-6; 102-7"]
[]
["Market shares in Spain"]
["Share of private customers ","%",0.43,0.309,0.27800000000000002,null,"102-2; 102-6; 102-7"]
["Share of private customers as primary bank","%",0.32,0.23899999999999999,0.24399999999999999,null,"102-2; 102-6; 102-7"]
["Share of Spanish self-employed workers1 ","%",0.4425,0.33100000000000002,0.33400000000000002,null,"102-2; 102-6; 102-7",null,8]
["Share of businesses (turnover <1 €M)","%",0.32300000000000001,0.24199999999999999,0.24099999999999999,null,"102-2; 102-6; 102-7"]
["Share of self-employed farmers ","%",0.45300000000000001,0.27800000000000002,0.27700000000000002,null,"102-2; 102-6; 102-7",null,"1; 6; 14"]
["Loans1","%",0.24199999999999999,0.16200000000000001,"16,0%",null,"102-2; 102-6; 102-7"]
["Loans to business1","%",0.23699999999999999,0.16500000000000001,"15,4%",null,"102-2; 102-6; 102-7",null,8]
["Mortgage loans1","%",0.25900000000000001,0.153,"15,7%",null,"102-2; 102-6; 102-7"]
["Deposits1","%",0.252,0.156,"15,2%",null,"102-2; 102-6; 102-7"]
["Long-term saving ","%",0.29399999999999998,0.23300000000000001,"22,5%",null,"102-2; 102-6; 102-7"]
["Pension plans","%",0.33900000000000002,0.26300000000000001,"25,5%",null,"102-2; 102-6; 102-7"]
["Investment funds","%",0.245,0.17499999999999999,"17,1%",null,"102-2; 102-6; 102-7"]
["Life-savings insurance2","%",0.34699999999999998,0.29899999999999999,"28,7%",null,"102-2; 102-6; 102-7"]
["Life-risk insurance","%",0.23300000000000001,0.215,0.19400000000000001,null,"102-2; 102-6; 102-7"]
["Total life insurance","%",0.33900000000000002,0.29270000000000002,"n.a.",null,"102-2; 102-6; 102-7"]
["Health insurance","%",0.28899999999999998,0.30499999999999999,"30,1%",null,"102-2; 102-6; 102-7"]
["Card turnover","%",0.32700000000000001,0.23300000000000001,"23,5%",null,"102-2; 102-6; 102-7"]
["POS terminal invoicing","%",0.36699999999999999,0.26500000000000001,"27,5%",null,"102-2; 102-6; 102-7"]
["Direct deposits of pensions2","%",0.33700000000000002,0.20100000000000001,0.2,null,"102-2; 102-6; 102-7"]
["Direct deposits of salaries2","%",0.376,0.27600000000000002,"n.d.",null,"102-2; 102-6; 102-7"]
[]
["Market share in Portugal"]
["Loans1","%",0.111,0.107,0.104,null,"102-2; 102-6; 102-7"]
["Mortgage loans1","%",0.13200000000000001,0.122,0.11899999999999999,null,"102-2; 102-6; 102-7"]
["Deposits1","%",0.109,0.106,0.10100000000000001,null,"102-2; 102-6; 102-7"]
["Direct deposits of salaries1","%",9.7000000000000003E-2,9.6000000000000002E-2,9.7000000000000003E-2,null,"102-2; 102-6; 102-7"]
["Investment funds (including PPRs)1","%",0.17199999999999999,0.188,0.2,null,"102-2; 102-6; 102-7"]
["Capitalisation insurance (including PPRs)1","%",0.123,0.114,0.112,null,"102-2; 102-6; 102-7"]
["1. Data as at November 2021. 2. Data as at September 2021."]
[]
["Local accessible banking"]
["Network in Spain"]
["Branches ","units",4966,3782,4118,"ü","102-2; 102-6; 102-7"]
["Retail branches","units",4615,3571,3918,null,"102-2; 102-6; 102-7"]
["of which Stores ","units",608,548,458,null,"102-2; 102-6; 102-7"]
["of which Business Banks","units",84,49,{"$f":"28+14","v":42},null,"102-2; 102-6; 102-7"]
["of which AgroBank rural branches","units",1175,888,919,null,"102-2; 102-6; 102-7",null,"1; 6; 14"]
["of which all in one ","units",4,2,null,null,"102-2; 102-6"]
["Private Banking Centres","units",127,68,127,null,"102-2; 102-6; 102-7"]
["Business Centres ","units",208,128,53,null,"102-2; 102-6; 102-7"]
["Institutional Banking Centres","units",15,14,15,null,"102-2; 102-6; 102-7"]
["Corporate Banking Centres","units",1,1,1,null,"102-2; 102-6; 102-7"]
["International points of presence","units",27,27,27,null,"102-2; 102-6; 102-7"]
["Spanish towns with >5,000 inhabitants where CaixaBank has a presence","%",0.99,0.98799999999999999,0.94,"ü",null,null,"1; 11"]
["Spanish towns with >10,000 inhabitants where CaixaBank has a presence","%",1,1,1,"ü",null,null,"1; 11"]
["Number of towns in which it is the only entity present","units",420,215,229,"ü",null,null,"1; 11"]
["Spanish towns in which CaixaBank is present","units",2234,"n.d.","n.d.","ü",null,null,"1; 11"]
["Citizens with a branch in their municipality","%",0.91800000000000004,0.91,0.91,"ü",null,null,"1; 11"]
["Citizens in small municipalities (< 5,000 inhabitants) covered by a CaixaBank branch or agent","%",0.38600000000000001,0.33100000000000002,"n.d.","ü",null,null,"1; 11"]
["Number of Mobile Offices","units",14]
["Number of towns covered by the Mobile Offices","units",426]
["Accessible branches ","%",0.95799999999999996,0.94,0.93,null,null,null,"1; 11"]
["Branches where barriers have been removed","units",16,49,64,null,null,null,"1; 11"]
["ATMs","units",13008,8827,9111,"ü","102-2; 102-6"]
["Accessible ATMs","%",1,0.99,0.99,"ü",null,null,"1; 11"]
["ATMs with video screens providing help in sign language","%",0.95420000000000005,0.998,0.996,null,null,null,"1; 11"]
[]
["Network in Portugal"]
["Portugal branches","units",348,421,477,"ü","102-2; 102-6; 102-7"]
["Retail branches","units",297,360,406,null,"102-2; 102-6; 102-7"]
["Premier/Private Centres","units",22,27,36,null,"102-2; 102-6; 102-7"]
["Business Centres","units",29,34,34,null,"102-2; 102-6; 102-7"]
["Portuguese towns > 5,000 inhabitants with presence","%",0.63,0.64,"n.d.","ü",null,null,"1; 11"]
["Portuguese towns > 10,000 inhabitants with presence","%",0.81,0.83,0.85,"ü",null,null,"1; 11"]
["Accessible branches ","%","n.d.",0.26,0.38,null,null,null,"1; 11"]
["Branches where barriers have been removed","units","n.d.","n.d.",5,null,null,null,"1; 11"]
["ATMs - Portugal","units",1418,1456,1380,"ü","102-2; 102-6; 102-7"]
[]
["Innovation, multi-channel communication and digitalisation "]
["CaixaBank Spain"]
["Digital clients (Now Customers)","M",10.5,5.5,6.5,null,null,null,9]
["Digital clients (Now Customers)","%",0.73099999999999998,-0.38300000000000001,0.61699999999999999,null,null,null,9]
["Mobile customers","M",4.5,"n.d.","n.d.",null,null,null,9]
["Mobile customers  (s/ digital clients)","%",0.53800000000000003,0.38,0.38,null,null,null,9]
["Share of digital customers","%",0.4,0.3,0.3,null,null,null,9]
["Customers that connect daily (12-month average)","M",3,1.8,1.8,null,null,null,9]
["inTouch customers","M",2.2999999999999998,1.3,1.3,null,null,null,9]
["imagin customers1","M",3.7,1.4,1.4,null,null,null,9]
["Cards downloaded from mobile phones or watch","M",3.77,1.91,1.91,null,null,null,9]
["Invoicing in purchases made through the mobile channel","M",1.1499999999999999,1.0900000000000001,"n.d.",null,null,null,9]
[]
["BPI"]
["Digital customers (BPI Net)","M",0.77181200000000005,"n.d.","n.d.",null,null,null,9]
["Digital customers (BPI Net)","%",0.51500000000000001,"n.d.","n.d.",null,null,null,9]
[]
["CaixaBank Group 2"]
["Cards issued","M",20.100000000000001,17.600000000000001,17.600000000000001]
["Card turnover ","€m",64214,52052,52052]
["Businesses/PoS","units",713243,423767,423767]
["Invoicing in dataphones","€m",68602,55499,55499]
["1. Includes 1M customers over 18 years of age."]
[]
["Customer experience and quality"]
["Users contacted1","units",10034005,228537,399480]
[]
["CaixaBank Spain"]
["Committed customers2","%",0.34899999999999998,0.33800000000000002,0.35]
["Experience Index (IEX, scale 0-100)2","units",86.3,85.4,86.3]
[]
["BPI"]
["Individuals IEX (scale 0-100)","units",91.4,91,87.7]
["1. In 2021 it includes contacts through touchpoints."]
["2. Modification of the 2020 data based on recalculation of the information due to organizational restructuring."]
[]
["Cybersecurity, efficiency and IT infrastructure"]
["Investment in information security","€m",54,50,50,null,null,null,"9; 16"]
["People in the Security & Governance team","units",55,39,36,null,null,null,"9; 16"]
["Phishing simulations per employee/year","units",12,12,12,null,null,null,"9; 16"]
["0-clickers in phishing campaigns ","%",0.33,0.54,0.48,null,null,null,"9; 16"]
["Employees trained in Cybersecurity","%",0.99,0.98,0.98,null,null,null,"9; 16"]
["Investment in development and technology","€m",1037.6400000000001,{"$f":"626+81+8+4+22+3+1+25+1+10+50+102","v":933},931,null,null,null,9]
["Investment in development and technology - Extraordinary integration 2021","€m",227,null,null,null,null,null,9]
["Transactions processed","M",153179,120666,98963]
["Relevant incidents resolved in less than 4 hours","%",0.85199999999999998,0.79700000000000004,0.88700000000000001]
["Number of applications managed in the internal cloud - Degree of cloud adoption","units/%","612/21,0","476/16,6","400/9,9"]
["Data managed daily in the datapool model","TB",15,11,650]
["Regulatory reports generated using datapool","%",0.84399999999999997,0.82199999999999995,0.77500000000000002]
["Cases of robotics implemented","units",451,302,144]
["Time dedicated to administrative processes in branches","%",0.159,0.16450000000000001,0.185]
["Cognitive assistants for administrative processes (AI)","units",14,3,3]
["Improved project time-to-market","%",-0.26,-0.11,-5.8000000000000003E-2]
["Number of leaks with information","units",0,"n.d","n.d",null,null,"ü","9; 16"]
["Number of leaks with personally identifiable information","units",0,"n.d","n.d",null,null,"ü","9; 16"]
["Number of customers affected by leaks of personally identifiable information","units",0,"n.d","n.d",null,null,"ü","9; 16"]
[]
["People working in CaixaBank"]
["CaixaBank Group employees","units",49762,35434,35736,"ü","102-8"]
["CaixaBank, S.A.","units",41602,27404,27572,null,"102-8"]
["BPI","units",4462,4622,4840,null,"102-8"]
["Companies of the Group","units",3698,{"$f":"+D173-D175-D174","v":3408},{"$f":"+E173-E174-E175","v":3324},null,"102-8"]
["Average age","years",45.96,43.7,42.6,null,"102-8"]
["Average length of service","years",18.41,16.309999999999999,15.5,null,"102-8"]
["Number of employees with disabilities","units",588,362,343,"ü","102-8; 405-1"]
["Employees with permanent or indefinite full-time contracts","%",0.998,{"$f":"35169/35434","v":0.99252130721905518},0.98299999999999998,null,"102-8"]
["Female","%",0.55530000000000002,0.54600000000000004,0.54800000000000004,"ü","102-8 ; 405-1",null,5]
["Women in managerial positions, starting from A and B branch asst. manager1","%",0.41299999999999998,0.41599999999999998,0.41299999999999998,null,"102-8; 405-1",null,5]
["Management positions covered internally1","%",0.99939999999999996,0.99099999999999999,0.99299999999999999,null,"102-8"]
["Average remuneration","€",57919.39,59864,58902,"ü","102-8, 401-1"]
["Average remuneration - Women","€",52821.27,54285,53076,"ü","405-2 ; 102-38 ; 102-39; 102-8"]
["Average remuneration - Men","€",64314.33,66591,65857,"ü","405-2 ; 102-8; 102-38 ; 102-39"]
["Salary gap","%",1.0500000000000001E-2,1.77E-2,1.6899999999999998E-2,"ü","102-8; 405-2"]
["Average remuneration - Upper management","€",90690.7,98509,97444,"ü","405-2 ; 102-38 ; 102-39; 102-8",null,5]
["Average Remuneration - Middle management","€",69424.11,70601,69375,"ü","405-2 ; 102-38 ; 102-39; 102-8"]
["Average remuneration - Other employees","€",48046.64,48100,46497,"ü","405-2 ; 102-38 ; 102-39; 102-8"]
["Training hours per employee","units",81.77,73.3,98,"ü","404-1 ; 102-8"]
["Investment in training by employee","€",263,417,456,"ü","404-1 ; 102-8"]
["Employees with financial advisory certification","units",32088,18710,18074,null,"404-1 ; 404-2; 102-8"]
["Employees trained in the Real Estate Credit Act","units",30664,18066,9863,null,"404-1 ; 404-2; 102-8"]
["Empleados trained in IDD (Insurance Distribution Directive)","units",33259,21475,"n.d.",null,"404-1 ; 404-2; 102-8"]
["New hires","units",172,640,1125,"ü","102-8; 401-1"]
["New hires - women","units",95,307,510,"ü","102-8; 401-1"]
["New hires - men","units",77,333,615,"ü","102-8; 401-1"]
["Layoffs","units",82,88,92,"ü","102-8"]
["Layoffs - women","units",39,45,40,"ü","102-8"]
["Layoffs - men","units",43,43,52,"ü","102-8"]
["Undesired turnover","%",1.6999999999999999E-3,2.5000000000000001E-3,3.0000000000000001E-3,"ü","401-1; 102-8"]
["Employees covered by a collective agreement","%",1,1,1,"ü","102-8; 102-41"]
["Employees who enjoyed reductions in working hours (childcare)2","units",2166,1080,1691,null,"102-8",null,5]
["Employees on leave of absence (personal care, etc.)2","units",615,769,555,null,"102-8",null,5]
["Employees who enjoyed paid leave2","units",3059,2344,2555,null,"102-8",null,5]
["Number of work-related accidents","units",418,{"$f":"280+5","v":285},523,"ü","403-9; 102-8"]
["Number of work-related accidents - Women","units",288,{"$f":"180+3","v":183},{"$f":"345+2","v":347},"ü","403-9; 102-8"]
["Number of work-related accidents - Men","units",130,{"$f":"100+2","v":102},{"$f":"171+5","v":176},"ü","403-9; 102-8"]
["Frequency of work-related accidents (accident rate)","units",0.9,1.04,1.77,"ü","403-9; 102-8"]
["Frequency of work-related accidents (accident rate) - Women","units",1.07,1.48,2.4300000000000002,"ü","403-9; 102-8"]
["Frequency of work-related accidents (accident rate) - Men","units",0.7,0.52,1.01,"ü","403-9; 102-8"]
["Severity rate","units",0.1,0.09,"n.d.","ü","403-9; 102-8"]
["Severity rate - Women","units",0.11,0.09,"n.d.","ü","403-9; 102-8"]
["Severity rate - Men","units",0.09,0.09,"n.d.","ü","403-9; 102-8"]
["Rate of absenteeism (manageable)","%",3.5299999999999998E-2,3.4000000000000002E-2,2.8199999999999999E-2,"ü","102-8"]
["Commitment Study Participation","%",0.56000000000000005,"n.d.","n.d.",null,"102-8"]
["Commitment Study Overall Satisfaction3","%",0.74,"n.d.","n.d.",null,"102-8"]
["1. CaixaBank, S.A, pre-fusion perimeter."]
["2. CaixaBank, S.A."]
["3. Total favourable (TF). Biannual study. In 2018 TF was 75%."]
[]
["Responsible and Ethical Behaviour"]
["Employees with remuneration linked to training courses on conduct","units",33974,34605,29707,"ü","102-17; 205-2; 412-2",null,"12; 16"]
["Awareness-raising activities (ethics and integrity)","units",361,260,313,"ü","102-17; 205-1; 205-2; 412-2",null,"12; 16"]
["Enquiries and complaints channel - Complaints","units",33,38,21,"ü","102-17; 205-1; 412-1",null,"12; 16"]
["About Product marketing, transparency and customer protection","units",17,15,"n.d.","ü","417-1; 417-2",null,"12; 16"]
["About Data protection / Confidentiality of information","units",4,6,"n.d.","ü",null,null,"12; 16"]
["About Conflicts of interest","units",3,3,"n.d.","ü",null,null,"12; 16"]
["About Non-compliance with AML/CFT regulations","units",1,0,"n.d.","ü","205-1",null,"12; 16"]
["About Anti-corruption Policy","units",0,1,"n.d.","ü","205-1",null,"12; 16"]
["Other","units",8,13,21,"ü",null,null,"12; 16"]
["Enquiries and complaints channel - Enquiries","units",417,489,285,"ü","102-17; 205-1; 412-1; ",null,"12; 16"]
["About Internal code of conduct for securities markets","units",207,288,94,"ü",null,null,"12; 16"]
["About Conflicts of interest","units",117,88,112,"ü",null,null,"12; 16"]
["About Non-compliance with AML/CFT regulations","units",19,0,0]
["About Anti-corruption Policy","units",15,22,29,"ü","205-1; 205-3",null,"12; 16"]
["About Inside information","units",14,0,0]
["About Product marketing, transparency and customer protection","units",10,10,"n.d.","ü","417-1; 417-2",null,"12; 16"]
["About Data protection / Confidentiality of information","units",12,10,"n.d.","ü",null,null,"12; 16"]
["Other","units",23,65,{"$f":"37+13","v":50},"ü",null,null,"12; 16"]
["Formal complaints regarding possible harassment","units",7,3,5,"ü","412-1",null,"12; 16"]
["Confirmed cases of harassment","units",2,1,0,"ü","412-1",null,"12; 16"]
["Reputational Risk Response Service - Enquiries","units",293,279,310,null,"412-1",null,"12; 16"]
["About Defence","units",129,{"$f":"D244*0.37","v":103.23},{"$f":"E244*39%","v":120.9},null,"412-1",null,"12; 16"]
["Other","units",164,{"$f":"+D244-D245","v":175.76999999999998},{"$f":"E244*48%","v":148.79999999999998},null,"412-1",null,"12; 16"]
[]
["Transparency and responsible marketing "]
["Products/services analysed (Product Committee)","units",224,246,218,null,"417-1"]
["Products/services initially rejected for non-compliance with agreed principles (Product Committee)","units",6,4,2,null,"417-1"]
["Tested advertising campaigns (Self-control)","units",6611,4764,3279,null,"417-1",null,16]
[]
["Customer Service Office (SAC)"]
["Complaints received - SAC","units",239347,119361,75766,"ü"]
["Average time for resolution - < 10 days","%",0.35,0.25,0.32,"ü"]
["Average time for resolution - 10 to 30 days","%",0.45,0.57999999999999996,0.56999999999999995,"ü"]
["Average time for resolution - More than 30 days","%",0.2,0.17,0.11,"ü"]
["Resolution - in favour of the complainant","%",0.47,0.49,0.48,"ü"]
["Resolution - in favour of the bank","%",0.38,0.33,0.36,"ü"]
["Rejected / no decision","%",0.15,0.18,0.16,"ü"]
["Supervisory Claims Services","units",3720,1598,1322,"ü"]
[]
["Complaints received BPI1","units",6806,5220,3967,"ü"]
["Claims concluded in favour of BPI customer1","%",0.15,0.22,0.14000000000000001,"ü"]
[]
["Contact Centre Customers"]
["Contact Centre Customers - Contacts  ","units",9574251,4078810,3100880,"ü","102-43"]
[]
["Shareholders and Investors"]
["Number of meetings of the shareholders Advisory Committee","units",3,3,3,"ü","102-21"]
["Meetings (roadshows) Investors and analysts","units",406,541,">500","ü","102-21"]
["1. 2021 data includes BPI Gestâo de Ativos and BPI Vida E Pensoes."]
[]
["Financial inclusion"]
["CaixaBank issued social bonds ","€m",1000,1000,1000,"ü","203-1; 203-2; 413-1",null,"1; 8"]
["Micro-loans and other loans with social impact granted","€m",953,900,725,"ü","203-1; 203-2; 413-1","ü"]
["Families","€m",547,373,413,"ü","203-1; 203-2; 413-1","ü","1; 10"]
["Businesses","€m",196,374,204,"ü","203-1; 203-2; 413-1","ü",8]
["Other loans with social impact","€m",210,154,{"$f":"+E276-E278-E277","v":108},"ü","203-1; 203-2; 413-1","ü","3; 4; 9"]
["\nAccumulated bad debts over matured granted capital","%",6.0699999999999997E-2,6.0400000000000002E-2,5.3999999999999999E-2,null,null,"ü"]
["Micro-loans and other loans with social impact granted","units",107222,105378,99328,"ü","203-1; 203-2; 413-1",null,"1; 3; 4; 8; 9; 10"]
["New businesses created thanks to the support of entrepreneurs","units",6672,5416,9002,"ü","203-1; 203-2; 413-1",null,"1; 3; 4; 8; 9; 10"]
["Jobs created thanks to the support of entrepreneurs","units",17007,8737,20174,"ü","203-1; 203-2; 413-1",null,"1; 3; 4; 8; 9; 10"]
["Social Accounts / Insertion Accounts","units",211432,125878,83483,"ü","413-1","ü","1; 8; 10"]
[]
["Socially responsible investment"]
["VidaCaixa "]
["Customer-managed resources (includes BPI Vida e Pensoes)","€m",114010,96467,93011,null,"102-2; 102-6"]
["Investments which take ESG criteria into account1","%",1,1,1,null,"413-1",null,12]
["Exposure to sustainable bonds","€m",{"$f":"+C292+C291+C293+C294","v":2236},{"$f":"+D292+D291","v":1304},{"$f":"+E292+E291","v":473},null,"413-1",null,12]
["Exposure to green bonds","€m",1283,852,321,null,"413-1",null,12]
["Exposure to sustainable bonds2","€m",523,452,152,null,"413-1",null,12]
["Exposure to social bonds","€m",327,"n.d.","n.d.",null,"413-1",null,12]
["Exposure to sustainability linked bonds","€m",103,"n.d.","n.d.",null,"413-1",null,12]
["Engagement3"]
["Collective engagements (Number of Active Collective Dialogues)","units",6,6,6,null,"413-1",null,12]
["Dialogues with companies on ESG issues","units",44,20,10,null,"413-1",null,12]
["Dialogues with external managers on ESG issues","units",15,63,"n.d.",null,"413-1",null,12]
["ESG due diligence with external managers","units",286,"n.d.","n.d.",null,"413-1",null,12]
["Investment in companies subject to engagement processes","%",0.11,"n.d.","n.d.",null,"413-1",null,12]
["Proxy voting"]
["Meetings where board members have been voted against for ESG reasons","units",19,12,13,null,"413-1",null,12]
["Meetings where shareholders have voted in favor of resolutions on environmental and social matters","units",61,52,67,null,"413-1",null,12]
["Equity distribution of products under SFDR (pension plans in Spain)"]
["Heritage of products classified under article 6 (integrated)","€m/%","24.770 / 52,8%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products with sustainability rating\n(article 8 - drives)","€m/%","21.970 / 46,8%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products with sustainability rating\n(article 9 - impacts)","€m/%","195 / 0,4%","n.a.","n.a.",null,"413-1",null,12]
[]
["CaixaBank Asset Management4"]
["Assets under management","€m",93433,60486,59628,null,"102-2; 102-6"]
["Investments that take ESG criteria into account","%",1,0.88200000000000001,0.85299999999999998,null,"413-1",null,12]
["Exposure to sustainable bonds","€m",{"$f":"+C313+C314+C315+C316","v":4231},{"$f":"+D313+D314","v":1330},"n.d.",null,"413-1",null,12]
["Exposure to green bonds","€m",2372,1040,"n.d.",null,"413-1",null,12]
["Exposure to sustainable bonds2","€m",1111,{"$f":"242+48","v":290},"n.d.",null,"413-1",null,12]
["Exposure to social bonds","€m",479,"n.d.","n.d.",null,"413-1",null,12]
["Exposure to sustainability linked bonds","€m",269,"n.d.","n.d.",null,"413-1",null,12]
["Engagement3"]
["Collective engagements (Number of Active Collective Dialogues)","units",2,2,2,null,"413-1",null,12]
["Dialogues with companies on ESG issues","units",115,42,4,null,"413-1",null,12]
["ESG due diligence with external managers","units",230,105,"n.d.",null,"413-1",null,12]
["Proxy voting"]
["Meetings where board members have been voted against for ESG reasons","units",20,9,9,null,"413-1",null,12]
["Meetings where shareholders have voted in favor of resolutions on environmental and social matters","units",61,57,37,null,"413-1",null,12]
["Equity distribution of products actively marketed under SFDR - Spain"]
["Heritage of products classified under article 6 (integrated)","€m/%","46.242 / 60,1%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products classified under article 6 (non integrated)","€m/%","4.118 / 5,4%"]
["Heritage of products with sustainability rating\n(article 8 - drives)","€m/%","23.325 / 30,3%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products with sustainability rating\n(article 9 - impacts)","€m/%","3.214  / 4,2%","n.a.","n.a.",null,"413-1",null,12]
["Equity distribution of products actively marketed under SFDR - Portugal"]
["Heritage of products classified under article 6 (integrated)","€m/%","1.514 / 37,5%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products classified under article 6 (non integrated)","€m/%","0 / 0%",null,null,null,"413-1",null,12]
["Heritage of products with sustainability rating\n(article 8 - drives)","€m/%","2.522 / 62,5%","n.a.","n.a.",null,"413-1",null,12]
["Heritage of products with sustainability rating\n(article 9 - impacts)","€m/%","0 / 0%","n.a.","n.a.",null,"413-1",null,12]
["1. Includes information from BPI Vida e Pensões. The integrated portfolio of Bankia origin is not included."]
["2. Includes in 2020 and 2019 social and sustainable bonds."]
["3. Dialogues includes those assets as of 12/31 as well as those started and completed within the 2021 financial year."]
["4. Includes information from CaixaBank Asset Management SGIIC, BPI Gestao de Ativos and CaixaBank Asset Management Luxembourg."]
[]
["Environmental strategy section"]
["CaixaBank issued green bonds ","€m",2582,1000,0,"ü","203-1; 203-2; 413-1",null,"7; 9"]
["Participation in the placement of sustainable bonds ","€m",5000,{"$f":"600+500+500+100","v":1700},{"$f":"750+600","v":1350},"ü","203-1; 203-2; 413-1",null,"7; 9; 13"]
["Participation in the placement of green bonds","€m",5536,4700,{"$f":"600+500+450+1000","v":2550},"ü","203-1; 203-2; 413-1",null,"7; 9; 13"]
["Intensive carbon portfolio","%","≈2%","≈2%","≈2%","ü","102-29; 201-2; 203-2; 413-1; 403-2",null,"7; 12; 13"]
["Equator Principles - Operations Funded","€m",842.5,1430,1412,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Category A (significant potential ESG impacts)","€m",0,225,313,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Category B (limited and mitigable potential ESG impacts)","€m",842.5,1042,1099,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Category C (minimal or no adverse potential ESG impacts)","€m",0,163,0,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Loans linked to sustainability indices","€m",10832,2997,919,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Property developments with planned A or B rating","€m",1151,1001,938,"ü","201-2; 203-2; 413-1",null,"7; 13"]
["Real estate developments with planned A or B rating - Commercial real estate","€m",280,306,248,"ü","201-2; 203-2; 413-1",null,"7; 13"]
["Project Finance renewable energies","€m",1706,3163,2453,"ü","102-29; 201-2; 203-2; 413-1",null,"7; 12; 13"]
["Loans with Green Certificate according to LPG","€m",1625,2021,497,"ü","201-2; 203-2; 413-1",null,"7; 13"]
["EcoFinancing (Consumer and Agro)","€m",61,54,43,"ü","102-29; 201-2; 203-2; 413-1",null,"2; 7; 12; 13"]
["Sustainable financing - BPI","€m",248,226,183,"ü","201-2; 203-2; 413-1",null,"7; 13"]
["Financing applications assessed in terms of environmental risk","units",9260,630,100,"ü","102-29; 201-2; 203-2; 413-1",null,"102-29;"]
["\nTaxonomy - Regulation (EU) 2020/852 of the European Parliament and of the Council2"]
["% exposures to eligible economic activities according to the Taxonomy over the total assets covered by the GAR (Green Asset Ratio)","%",0.47120000000000001,"n.a.","n.a."]
["% exposures to economic activities not eligible according to the Taxonomy over the total assets covered by the GAR","%",0.34320000000000001,"n.a.","n.a."]
["% exposures to companies that are not required to publish non-financial information in accordance with the NFRD over the total assets covered by the GAR","%",0.17330000000000001,"n.a.","n.a."]
["% exposure to demand interbank loan portfolio over total assets covered by the GAR","%",1.4E-3,"n.a.","n.a."]
["% of exposures to derivatives over total assets covered by the GAR","%",2.8999999999999998E-3,"n.a.","n.a."]
["% exposures to central governments, central banks and supranational issuers over total assets subject to the taxonomy regulation","%",0.33139999999999997,"n.a.","n.a."]
["% exposure of the trading portfolio over the total assets subject to the taxonomy regulation","%",3.2899999999999999E-2,"n.a.","n.a."]
["1. Evaluated between the General Directorate of Risks, the Risk Admission Centers, International Offices and BPI."]
["2. CaixaBank, S.A. The data as of December 31, 2021 has been prepared based on the best effort to follow the applicable regulations and will evolve in the future as more information from the counterparties becomes available."]
[]
["Access to housing"]
["Payment in kind current year","units",843,370,981,"ü","203-1; 203-2",null,"1; 10; 11"]
["\nFiles reviewed by the Mortgage Customer Service","units",2216,"n.d.","n.d.","ü","203-1; 203-2",null,"1; 10; 11"]
["Homes in social rent programme","units",13235,14455,{"$f":"2416+2464","v":4880},"ü","203-1; 203-2",null,"1; 10; 11"]
["Properties with subsidy","units",4160,5562,"n.a.","ü","203-1; 203-2",null,"1; 10; 11"]
["Properties without subsidy","units",7996,7568,"n.a.","ü","203-1; 203-2",null,"1; 10; 11"]
["Centralised social rental programme - \"la Caixa\" Banking Foundation","units",1079,1325,2416,"ü","203-1; 203-2",null,"1; 10; 11"]
["Average amount of rentals in the social portfolio with subsidy ","€",261.51,236,"n.a.","ü","203-1; 203-2",null,"1; 10; 11"]
["Average amount of rentals in the social portfolio without subsidy ","€",219.84,273,"n.a.","ü","203-1; 203-2",null,"1; 10; 11"]
[]
["Financial culture"]
["Much to do - Potential audience ","M",408,67,"n.a.",null,"413-1",null,4]
["Much to do - Views","M",24.7,8.3000000000000007,"n.a.",null,"413-1",null,4]
["CaixaBankTalks - Talks on savings, protection and financial planning - Attendees","units",4032,5007,6445,null,"413-1",null,4]
["CaixaBankTalks - Talks on savings, protection and financial planning - Sessions (face-to-face + virtual)","units",23,32,308,null,"413-1",null,4]
["AulaTalks - Shareholder Conferences / Views","units","6 (7.070)","3 (30.668)","5 (4.771) ",null,"413-1",null,4]
["Courses for shareholders / Views","units","11 (7.323)","12 (6.084)","30 (2.588)",null,"413-1",null,4]
["CaixaBank Volunteers - Financial Education - Beneficiaries ","units",26633,{"$f":"1191+12667+3048+2020","v":18926},1636,null,"413-1","ü","4; 10"]
["CaixaBank volunteers - Financial Education - Workshops","units",1879,{"$f":"112+866+213+162","v":1353},128,null,"413-1","ü","4; 10"]
["Articles published by CaixaBank Research economists","units",826,690,654,null,"413-1",null,4]
["Talks given by CaixaBank Research economists","units",99,82,84,null,"413-1",null,4]
["Followers of the CaixaBank Research Twitter handle","units",4830,4063,4073,null,"413-1",null,4]
[]
["Suppliers - Corporate Procurement"]
["Number of management suppliers","units",3390,2393,3006,null,"102-9"]
["Turnover by management providers","€m",2979,2120,2183,null,"102-9"]
["Approved and re-approved suppliers in the financial year","units",882,688,584,null,"102-9"]
["Average payment period to suppliers","days",22.1,21,22.5,"ü","102-9"]
["Volume traded via electronic trading (RFQ, RFP or Auction)","€m",636,642,574,null,"102-9"]
["Volume of local supplier management - Spain","%",0.97,0.97,0.95,"ü","102-9; 204-1"]
["Turnover volume of Special Employment Centres","€m",7.3,5.4,4.5999999999999996,"ü","102-9; 414-1"]
["Audits performed","units",30,16,12,"ü","102-9; 308-1"]
["Suppliers with ISO14001 certification","units",1402,1226,858,"ü","102-9; 308-1; 414-1"]
[]
["Social action"]
["Social Action with the \"la Caixa\" Banking Foundation - Budget channeled through the branch network","€m",40,44.8,44.7,"ü","413-1",null,"1;2;10"]
["Social Action with the \"la Caixa\" Foundation - Actions of local entities assisted","units",7607,8557,8867,"ü","413-1",null,"1;2;10"]
["Social Action with the \"la Caixa\" Foundation - Beneficiary entities","units",6427,6904,10690,"ü","413-1",null,"1;2;10"]
["Campaign No home without food - Collection","€m",1.3,3.4,"n.a.","ü","413-1",null,"1;2;11"]
["Other alliances with local entities and foundations - Social calls / Projects","€m/ units","2,2 / 505","n.a.","n.a.",null,"413-1",null,"1;2;10"]
["Other alliances with local entities and foundations - Environmental Calls / Projects","€m/ units","1,0 / 78","n.a.","n.a.","ü","413-1",null,"1;2;10"]
["Other alliances with local entities and foundations - Employability","€m",0.7,"n.a.","n.a.","ü","413-1",null,"1;2;10"]
["\nDonation platform - Fundraising / Causes promoted","€m/ units","21 / 255","n.a.","n.a.","ü","413-1",null,"1;2;10"]
["Campaign #ReUseMe - Donated items","units",15873,36634,"n.a.","ü","413-1",null,"1;2;10"]
["Active volunteers with at least one action in the last 12 months","units",4997,12112,"n.a.","ü","413-1",null,"1;2;10"]
[]
["Other indicators of interest"]
["Direct and indirect contribution to Spanish GDP","€m",11519,9611,9468,null,"201-1; 203-2",null,8]
["%Direct and indirect contribution to Spanish GDP","%",9.5999999999999992E-3,8.6E-3,7.6E-3,null,"201-1; 203-2",null,8]
["Gross added value of CaixaBank on the financial and insurance sector","%",0.17,0.13700000000000001,0.13600000000000001,null,"201-1; 203-2",null,"8; 9"]
["Direct and indirect contribution to Portuguese GDP","€m",913,832,791,null,"201-1; 203-2",null,8]
["%Direct and indirect contribution to Portuguese GDP","%",4.3E-3,4.1999999999999997E-3,3.7000000000000002E-3,null,"201-1; 203-2",null,8]
["Gross added value of BPI on the financial and insurance sector","%",6.8000000000000005E-2,6.2E-2,6.0999999999999999E-2,null,"201-1; 203-2"]
["Jobs generated through the effect of purchases from suppliers","units",57108,49110,46440,"ü","203-2",null,"8; 9"]
["Jobs generated through the effect of purchases from suppliers - Portugal","units",6738,6273,6175,"ü","203-2",null,"8; 9"]
["Taxes paid and collection of taxes from third parties","€m",4074,2654,2633,null,"201-1; 207-4"]
["Own taxes paid","€m",2254,1232,1175,"ü","201-1; 207-4"]
["Third-party taxes collected","€m",1820,1422,1461,null,"201-1; 207-4"]
["Total tax rate1","%",0.3,0.43,0.36,null,"201-1; 207-4"]
["Other contributions (FGD, FUR, extraordinary contribution to the banking sector Portugal and Patrimonial Benefit DTA's monetizable)","€m",748,371,{"$f":"242+103+15","v":360},null,"201-1"]
["Entrepreneur XXI Awards - Awards","€m",0.8,0.8,0.8,"ü","413-1",null,"8; 9"]
["Entrepreneur XXI Awards - Participants in Spain and Portugal","uds",763,955,{"$f":"854+139","v":993},"ü","413-1",null,"8; 9"]
["1. The total tax rate is measured as the percentage represented by the total taxes paid - excluding Other Contributions (FGD, FUR, Patrimonial Benefit DTA's monetisable and Contributions to the Banking Sector Portugal) - on the profit before taxes (2,254/(2,254+ 5,315)), in 2021."]
[]
["Environmental Management Plan1"]
["Electricity consumption ","MWh",301271,141360,152697,"ü","201-1; 203-2",null,"7; 13"]
["Electricity consumption per employee","MWh",5.99,5.14,5.27,"ü","201-1; 203-2",null,"7; 13"]
["Certified renewable energy consumption","%",0.99209999999999998,0.99299999999999999,0.995,"ü","201-1; 203-2",null,"7; 13"]
["Paper consumption ","Tonnes",1246,918,1208,"ü","201-1; 203-2",null,"7; 13"]
["Paper consumption per employee","Tonnes",0.03,0.03,0.04,"ü","201-1; 203-2",null,"7; 13"]
["Recycled paper consumption out of total paper consumption","%",0.96699999999999997,0.97499999999999998,0.97199999999999998,"ü","201-1; 203-2",null,"7; 13"]
["Greenhouse gas emissions (GHG) generated - Carbon footprint","t CO2 eq",24886,16245,21124,"ü","201-1; 203-2",null,"7; 13"]
["Scope 1","t CO2 eq",9633,3597,5573,"ü","201-1; 203-2",null,"7; 13"]
["Scope 2","t CO2 eq",1025,287,459,"ü","201-1; 203-2",null,"7; 13"]
["Scope 3","t CO2 eq",14228,12361,15092,"ü","201-1; 203-2",null,"7; 13"]
["Greenhouse gas emissions (GHG) generated per employee","t CO2 eq",0.49,0.56000000000000005,0.75,"ü","201-1; 203-2",null,"7; 13"]
["1. The 2021 data that includes the perimeter of CaixaBank, S.A. post-merger with Bankia and with scopes 1 and 2 of the rest of the Group companies."]
[]
["COVID-19 response and contribution to recovery"]
["Moratoria granted in Spain","units","n.a.",388641,"n.a.",null,"413-1",null,"1;2;10"]
["Moratoria granted in Spain","€m","n.a.",11097,"n.a.",null,"413-1",null,"1;2;10"]
["Moratoria granted in Portugal","units","n.a.",108612,"n.a.",null,"413-1",null,"1;2;10"]
["Moratoria granted in Portugal","€m","n.a.",6127,"n.a.",null,"413-1",null,"1;2;10"]
["Financing with public guarantee granted","€m","n.a.",13191,"n.a.",null,"413-1",null,"1;2;10"]
["EIF Covid-19 business loan","units","n.a.",3424,"n.a.",null,"413-1",null,"1;2;10"]
["EIF Covid-19 business loan","€m","n.a.",54,"n.a.",null,"413-1",null,"1;2;10"]
["Customers supported with advance payments of pensions or unemployment benefits","M","n.a.","≈ 4","n.a.",null,"413-1",null,"1;2;10"]
["Contribution to the sectoral solidarity fund to protect healthcare personnel (free life and hospitalisation insurance)1","€m","n.a.",8.5,"n.a.",null,"413-1",null,"1;2;10"]
["% of branches opened during state of alarm period (Spain)","%","n.a.",0.9,"n.a.",null,"413-1",null,"1;2;10"]
["% of branches opened during state of alarm period (Portugal)","%","n.a.",0.86,"n.a.",null,"413-1",null,"1;2;10"]
["Decentralised social work - Channeling of funds for urgent needs","€m","n.a.",9.1999999999999993,"n.a.",null,"413-1",null,"1;2;10"]
["Decentralised Social Work - Social Actions","units","n.a.",1682,"n.a.",null,"413-1",null,"1;2;10"]
["Campaign #Nohomewithoutfood - Collection","€m","n.a.",2.4,"n.a.",null,"413-1",null,"1;2;10"]
["Covid -19 Distribution of tablets to vulnerable people (Spain/Portugal)","units","n.a.","2.400 / 526","n.a.",null,"413-1",null,"1;2;10"]
["Covid -19 Collection through the Emergency Food Network (Portugal)","€m","n.a.",1.7,"n.a.",null,"413-1",null,"1;2;10"]
["Tenants benefiting from the write-off of rent on own properties - COVID-19","units","n.a.",4786,"n.a.",null,"413-1; 203-1; 203-2",null,"1; 10; 11"]
["1. Includes the contribution of SegurCaixa Adeslas and Bankia."]