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Print pageMateriality and dialogue
Communication and dialogue are essential if we are to promote the progress of people, groups and territories.
Our way of relating to our stakeholders (customers, investors, analysts, employees, social agents and suppliers) always starts with listening to them, learning about their opinions and needs, talking to them and trying to make things happen.
In order to identify and prioritise those fields that could have significant impacts on Environmental, Social and Governance issues, we carry out an annual Materiality Study, the conclusions of which provide guidelines for the management of the Company's Sustainability Strategy and Strategic Plan, and determine the correct scale of the information to be reported.
The 2025 Study has been prepared on the basis of the European Sustainability Reporting Standards (ESRS) and the EFRAG IG1 Materiality Assessment Implementation Guide.
Double Materiality analysis
The preparation of the double materiality study relies on support from an independent expert, in accordance with a new methodology, based on new requirements in the reference standards that indicate how to carry out a double materiality approach.
- Impact materiality (from the inside out): considers the real and/or potential impacts of activities on the environment and how they affect stakeholders in the short, medium and long term.
- Financial materiality (from the outside in): considers the potential financial impact of ESG (environmental, social and governance) risks and opportunities on the Entity in the short, medium and long term.
In this regard, a subject can be material from the point of view of impacting stakeholders, from a financial point of view, or from both perspectives. This Materiality Study is presented to the Management Committee, the Appointments and Sustainability Committee, and to the Board of Directors for approval.
Phases of materiality analysis and identification of relevant aspects
The 2025 Materiality study has been carried out in four stages:
1. Context analysis
2. Identification of impacts, risks and opportunities
3. Assessment of impacts, risks and opportunities
4. Double materiality results
Learn about the phases of the study
The study is carried out for the CaixaBank Group as a whole, including its own operations and the value chain, using the information and tools available and integrating the opinions of the Group's main stakeholders.
As part of its preparation, the Group's main risk management exercises were taken as inputs, and additional controls were established to ensure alignment with CaixaBank's main internal exercises.
The Double Materiality Study has been reviewed and approved by the Management Committee, as well as by the Board of Directors, prior review by the Appointments and Sustainability Committee and Audit and Control Committee.
users Business conduct Sustainable finance Climate change Affected groups Workers in the value
chain Cybersecurity and
Information
Security Biodiversity and ecosystems Water and marine resources Pollution Circular economy
Financial Materiality
Non-material topics
High
Very high
Impact Materiality
High
Very high
| Topic | Impact Materiality | Financial Materiality | Category |
|---|---|---|---|
| Own workforce | Very high | High | Social |
| Consumers and end users | Very high | High | Social |
| Business conduct | Very high | Very high | Governance |
| Sustainable finance | Very high | Very high | Specific |
| Climate change | Very high | High | Environmental |
| Affected groups | High | Medium | Social |
| Workers in the value chain | High | Medium | Social |
| Cybersecurity and Information Security | Medium | High | Governance |
| Biodiversity and ecosystems | Low | Low | Environmental |
| Water and marine resources | Low | Low | Environmental |
| Circular economy | Low | Low | Environmental |
| Pollution | Low | Low | Environmental |
Thus, the material topics on which we will have to report are:
Environmental:
- Climate change
Social:
- Own Workforce
- Affected communities
- Consumers and end users
Governance:
- Business conduct
Entity Specific
- Sustainable finance
- Cybersecurity
Sustainable finance, Business conduct and Climate change are the three topics with the greatest impact on consolidated results for stakeholders and business.
Another of the most relevant topics, especially from the perspective of financial materiality, is Cybersecurity and information security. The non-material issues, given the sector's case, have been: Pollution, Water and marine resources, Biodiversity, Circular economy, and Workers of the value chain.
Channels for communication and dialogue
Starting from the concerns of our stakeholders and with the aim of cultivating fair relations, based on the benefit of all parties and continuing over time, CaixaBank has opted for the use of clear language and a closer, more real and more transparent way of communicating through the different systems and channels we use to reach our stakeholders.
Customers
The opinions of customers are mainly gathered through the Customer Experience Measurement Model, the Global Reputation Index and Materiality Analysis. In this regard, CaixaBank, within the framework of the Strategic Plan 2025– 2027, has defined specific objectives aimed at the continuous improvement of the customer experience, highlighting: Be Top 1 in the Global Digital Channel Satisfaction Ranking (target 2027).
Shareholders and institutional investors
At CaixaBank, we work to justify the trust that shareholders and investors have placed in us and, as far as possible, to meet their needs and expectations. To do this, we seek to offer tools and channels to facilitate communication, their involvement in the Group and the exercise of their rights as owners.
Shareholders
We offer clear, complete and accurate information to markets and shareholders, including financial and non-financial aspects of the business, and encourage informed participation at the General Shareholders Meetings.
We also organise training and information initiatives for shareholders and take their ideas into account through annual opinion surveys (Global Reputation Index and Materiality Analysis, among others).
Information is made available to shareholders through the monthly newsletter, corporate event emails (reaching more than 215,000 shareholders), SMS alerts and other options for them to subscribe via the corporate website.
Materials for financial education are also produced and specific courses are held.
Institutional investors
CaixaBank organises roadshows and meetings with institutional investors. An investor diary has been created to provide details of significant dates in CaixaBank's corporate calendar and activities of interest to shareholders and investors.
486
Meetings with national and foreign institutions investing in equity and fixed-income
34
Meetings on ESG issues with specific investors
192
Reports by analysts on CaixaBank published, including sector reports with analyses of CaixaBank
Suppliers
The continuous improvement of relations with suppliers is key to creating value at CaixaBank. We therefore seek to establish quality relationships with suppliers who share our ethical principles and social commitment.
In line with our business strategy, the aim is to obtain goods and services of the quantity and quality we need, within an acceptable timeframe, at the lowest total cost and with the minimum risk for our business, according to responsible, sustainable procurement practices and applying unified criteria for the whole Group.
In order to promote responsible practices within its supply chain, the Group has developed an ESG supplier assessment methodology that complements existing internal policies.
The management of procurement through electronic negotiation reflects CaixaBank's desire to guarantee traceability and integrity in the contracting process.
Electronic negotiation begins with the approval of all the suppliers involved and ensures that, during the process, information will be the same for all participants and selection will be based on objective criteria.
Since 2020, new certifications have been taken into account when approving suppliers with regard to corporate social responsibility: OHSAS18001/ISO45000 certification and SA8000/BSCI/Responsible Business Alliance certification and/or social audit. Contracts with suppliers also include a specific clause dealing with Human Rights.
303
Suppliers certified in social and environmental management
100
% of purchase categories with an environmental impact have environmental requirements
Employees
CaixaBank's internal communication focuses mainly on:
Promoting and tackling the Strategic Plan's challenges and business priorities.
Transmitting our corporate values as a differentiating factor.
Recognising and reinforcing good professional practice.
Promoting our corporate culture and the pride of belonging.
CaixaBank staff have a social intranet, PeopleNow, which constitutes a lever for Digital and Cultural Transformation, encouraging participation by employees, improving their experience and working towards modern, visual, multi-platform, participatory communication (mobile-first).
It brings together business, corporate and social content in a smart, modern space in which all staff have a profile to develop their personal “brand” and participate in communities according to their area of influence, as well as subscribing to information channels according to their interests.
We also set up external committees with workers' representatives, hold face-to-face training, biannual opinion surveys and follow-up surveys, and we have a programme for the induction of new employees, CaixaBank Experience, and a confidential channel for queries and complaints regarding the Code of Ethics.
