Document Sample

00. Chairman´s statement         2
01. Caja Madrid Group            4
02. CSR and Caja Madrid         14
03. Professionals               21
04. Customers                   34
05. Society                     48
06. Environment                 58
07. Suppliers                   67
Report details                  70
Glossary                        72
Your opinion                    75
Independent review report       76
    Chairman´s statement

                                     The 2008 Social Responsibility Report supplements the information          the Chamber of Commerce and Industry of Madrid. Caja Madrid also signed up for the European
                                     provided in the Caja Madrid Annual Report and the reports of Obra          Investment Bank (EIB) programme to finance small and medium enterprises. In all, these initiatives
                                     Social and Fundación Caja Madrid. For the fifth straight year, this        are bringing more than 3,000 million euros of financing to Spanish businesses on favourable terms.
                                     report has been prepared in accordance with the G3 Sustainability
                                     Reporting Guidelines of Global Reporting Initiative, and attained the      In 2008, Obra Social and Fundación Caja Madrid allocated a total of 277.95 million euros to different
                                     A+ seal, the maximum commendation of the scale and scope of its            assistance, educational, cultural and environmental programmes and activities throughout the
                                     content.                                                                   country. The lion’s share of the funding for Obra Social (58%) has gone to activities involving care and
                                                                                                                assistance for the elderly, infirm and otherwise dependent persons, highlighted by the ECA project,
                                      In the midst of the current economic uncertainty, the publication of      which succeeded in placing a total of 3,000 disabled or socially vulnerable persons in jobs with 1,600
                                      this report underscores Caja Madrid’s strong social commitment. This      employers in Spain.
    year’s report gives greater voice to the concerns of our stakeholders, with emphasis on the issues they
    consider most significant, including: the importance of ensuring that financial products are accessible     Caja Madrid is keenly aware of the environmental challenges faced by society. The Obra Social
    to all persons, our contributions to the communities where Caja Madrid operates, and making the             “Two million trees” project has now planted 1,116,765 trees of varied species in different parts of
    development of renewable energies a priority focus of our project finance activities.                       the country. In 2008 alone, this resulted in the fixation of 748 tonnes of carbon, with the consequent
                                                                                                                reduction and absorption of C02 emissions.
    True to its foundation as an entity dedicated to serving our society, the Caja Madrid business model has
    always has a dual mission: financial and social. We are thus mature players in the world of corporate       Another contribution made in 2008 to the preservation and betterment of our environment was the
    social responsibility, well prepared to satisfy the demands and needs of our customers and communities      872.4 million euros in financing extended to projects promoting the development and use of green
    by developing the most appropriate policies, products and services to further our society’s progress        energies and waste treatment facilities.
    and welfare.
                                                                                                                Our goals are guided by a sustainable business strategy based on the confidence placed in us by
    Ever since its origin, one of Caja Madrid’s goals has been to deliver financial services to social groups   more than seven million customers. They and all of the stakeholders in Caja Madrid are at the front
    that have been shut out from the financial world. Along these lines, this past year we implemented a        and centre of our commitment to social responsibility. We are firmly convinced that the pursuit
    plan in our entire branch network to offer advice and personalised solutions to persons who are having      of policies informed and inspired by a sense of social responsibility strengthen Caja Madrid and
    trouble meeting their loan repayment obligations in the current economic downturn.                          help us achieve sustainable results in our continuing effort to improve the social, economic and
                                                                                                                environmental conditions of current and future generations.
    We have contributed to strengthening the business community and fostering the development of small
    and medium enterprises (SMEs) by partnering with public and private entities in a large number of
    varied initiatives. Recently, these efforts have included support for aid provided to small businesses
    by ICO, Spain’s Official Credit Institute, most notably the ICO credit line for SMEs, Business Growth,
    Internationalisation and Entrepreneurs. We also continued contributing to financing SMEs and
    individual entrepreneurs in collaboration with Avalmadrid, S.G.R. and entered into a 2,250 million euros
    agreement with the regional business association CEIM Confederación Empresarial de Madrid and

                                                                                                                                                                                         Miguel Blesa de la Parra
                                                                                                                                                                                         Caja Madrid Chairman

Social Responsibility 2008                     00. Chairman´s statement                                                                                                                                                    2
                                          Caja Madrid is absolutely convinced
                                          that developing and pursuing social
                                          responsibility policies strengthens
                                          our company and puts us in a better
                                          position to obtain sustainable
                                          results and continue improving the
                                          social, economic and environmental
                                          conditions of present and future

  share of Gross Domestic Product

      €840 million
of net profit attributable to the Group

         growth in turnover
                                                                                                                   Mission, Vision
    About us                                               The Group                                               and Values
    Caja Madrid is a financial institution with a social   The Caja Madrid Group is made up of 47                  Mission
    remit which in the last 300 years has successfully     subsidiary companies which engage in activities
                                                                                                                   Caja Madrid, a national financial group with an
    carried forward the advancement of a social and        supplementing those of the parent in the areas
                                                                                                                   international reach, has the mission to address
    financial agenda that expresses our two-fold           of business development and promotion,
                                                                                                                   its clients’ financial needs in the framework of a
    organisational purpose.                                investment management, finance and diverse
                                                                                                                   universal banking model with service quality as
                                                           other services.
                                                                                                                   its key differentiating element and to contribute
    The longevity and strength of its commitment
                                                                                                                   to the sustainable growth of the society where
    and the volume of funds allotted make Caja             The Group carried out major new corporate
                                                                                                                   it operates through its business activity and its
    Madrid a leader in this social function. From          operations in 2008, highlighted by the
                                                                                                                   social and cultural agenda.
    its beginnings, the institution has returned a         implementation of the shareholding
    large part of its profits to society through Obra      reorganisation agreement between Mapfre and
    Social Caja Madrid and Fundación Caja Madrid,          Caja Madrid, formation of Caja Madrid Cibeles           Vision
    contributing to the socioeconomic progress of          and the acquisition of a controlling interest in        Caja Madrid aims to be the leading financial
    the communities where it does business. In             City National Bank of Florida in the United States.     group in the Madrid Region and a provider                     Untitled
    2008 a total of €278 million was spent on the                                                                  of reference in all other contested markets,                  Juan Barquero García
    programmes run by Obra Social and Fundación            Caja Madrid Cibeles which pools together the            combining a differentiated offering by                        Branch 2999
    Caja Madrid.                                           Group’s investments in financial service firms          geographical market and customer segment
                                                           that operate in a diverse array of business lines:      with personalised guidance and optimal
    And in its savings bank business, Caja Madrid is       financial asset management and intermediation,          profitability and efficiency ratios, supported on    Quality: as a means to build customer trust and
    Spain’s fourth largest financial group with total      private banking, insurance and specialised              innovation, customer service quality and the         loyalty.
    business volume of €273,905 million at the close of    consumer finance. Cibeles is also the vehicle for       contribution of all the professionals within our
    2008, and an attributed net profit of €840 million.    Caja Madrid’s international expansion.                  Group.                                               Results driven: the pursuit of earnings and
                                                                                                                                                                        profitability, directing our efforts as efficiently
                                                           The holding company Corporación Financiera              Values                                               as possible to the achievement of our
                                                           Caja Madrid is a key piece in Caja Madrid’s                                                                  objectives.
                                                           strategy to diversify its business and investments        Responsibility: ethics and integrity, with all
                                                           beyond the pure financial arena. Its activities span      actions and decisions fully compliant with         Innovation: a proactive, forward-looking
                                                           the following sectors: infrastructure, energy and         laws, norms, codes and internal rules.             approach, so we know where we want to get to
                                                           technology, manufacturing, tourism, health and                                                               and how to mobilise all our resources to this end.
                                                           elderly care, leisure, food, venture capital, finance     Teamwork: collaboration, cooperation and
                                                           and real estate.                                          communication between Group professionals
                                                                                                                     and their organisational units, sharing
                                                                                                                     knowledge and experience through a process
                                                                                                                     of dialogue based on respect, transparency,
                                                                                                                     trust, integrity and tolerance.
    In your hand
    Paz Díez Gálvez
    7003 - Gesmadrid

Social Responsibility 2008                      01. Caja Madrid Group                                                                                                                                                         4
    Governing bodies
                                              Composed of representatives of social interest groups and
                                              core constituencies within Caja Madrid’s area of activity, the
                                              General Assembly is the organisation’s supreme governing                                                                      This committee oversees the management performance of
                                              and decision-making body. It must hold at least two meetings                 CONTROL COMMITTEE                                the Board of Directors to ensure its efficiency, legality and
                                              per year.                                                                                                                     conformity with the Bylaws, as well as with the instructions
                                                                                                                   Town councils                     4 members              issued by the General Assembly.
                                              General Assembly members are appointed for six years, and
                                                                                                                   Depositors                        5 members              The Control Committee prepares a half-yearly report on
                                              may be re-elected for an additional term, up to a maximum
                                                                                                                   Madrid Parliament                 2 members              the financial management performance of Caja Madrid’s
                                              of twelve consecutive or non-consecutive years. This group                                                                    various governing bodies, which it sends to the General
                                              is partially renewed every three years as provided in the Caja       Employees                         1 members              Assembly, the Bank of Spain and the relevant department
              GENERAL ASSEMBLY                Madrid Bylaw and Electoral Regulations.                                                                                       of the Madrid Regional Government. It is also responsible
                                                                                                                   Representative entities           1 members              for submitting the report on Obra Social Caja Madrid to the
      Town councils             100 members
                                              The rules governing the election, appointment, acceptance                                                                     General Assembly.
      Depositors                112 members   and revocation of Board of Directors members, as set out in
                                              the Caja Madrid Corporate Governance Report, specify the
      Madrid Parliament         40 members                                                                                                                                  The Executive Committee is presided over by the Chairman
                                              requirements they must satisfy at the time of election, such as            EXECUTIVE COMMITTEE                                of the Board of Directors and, by analogy, run under the
      Employees                 36 members    length of service and their familiarity with the responsibilities
                                                                                                                                                                            same procedural rules as the Board itself. Aside from the
                                              of the position, to ensure all members have the appropriate          Town councils                     3 members
      Representative entities   32 members                                                                                                                                  Chairman, it may have up to nine more members, and is
                                                                                                                   Depositors                        3 members              required to meet on a regular weekly basis.

                                                                                                                   Madrid Parliament                 2 members
                                                                                                                   Employees                         2 members

                                                                                                                                                                            Board committees are established by the Board of Directors
             BOARD OF DIRECTORS                                                                                                       Board                                 to discuss and resolve on the specific questions within their
                                              The Board of Directors is the governing body in charge of the                         Committees                              remit. Committee members are appointed by the Board from
      Town councils             7 members     stewardship, financial management and representation of                                                                       amongst its own members.
                                              Caja Madrid, its Obra Social and the Monte de Piedad historical                                                               The Caja Madrid Board of Directors has four such
      Depositors                7 members     pawnbroking institution, with full powers for such purposes.         Obra Social Proposals Committee
      Madrid Parliament         3 members     The Chairman of the Board of Directors also serves as Chairman       Remuneration Committee
      Employees                 2 members     of the General Assembly and of Caja Madrid itself. The current                                                                Obra Social Proposals Committee
                                                                                                                   Investment Committee
                                              Chairman holds executive powers.                                                                                              Remuneration Committee
      Representative entities   2 members                                                                          Audit Committee                                          Investment Committee
                                                                                                                                                                            Audit Committee

             EXECUTIVE CHAIRMAN                                                                                          MANAGEMENT COMMITTEE
                                              The Chairman of the Board of Directors of Caja Madrid               The Management Committee is the top level executive committee within Caja Madrid. Its members are appointed by
                                              has been vested by the Board with executive powers. In              the Board of Directors, at the proposal of the Chairman. It is made up of the senior officers across all of the Group’s
                                              accordance with the Bylaws, the holder of the post is therefore     management areas. The Committee meets each week to review the organisation’s economic, social and environmental
                                              the chief executive of the organisation, at the pinnacle of its     performance.
                                              administrative and managerial structure.
                                                                                                                  Management Committee members are assessed by their teams as part of the upward evaluation system, which rates
                                              The Executive Chairman is assisted by a Management                  their performance on three key measures: management style, working atmosphere and personal leadership skills.
                                              Committee made up of Unit Directors holding delegated               Like all other employees, they are also assessed in the results evaluation system, so that close linkage is maintained
                                              powers.                                                             between their variable remuneration and the organisation’s performance in each accounting period.

Social Responsibility 2008                    01. Caja Madrid Group                                                                                                                                                                         5
    01                                                                                                                Independence
    Guiding                                                                                                           of General Assembly
    principles                                                                                                        and Board members
    The Caja Madrid Bylaws lay down the principles               governing body they belong to and, ultimately,       Caja Madrid seeks to ensure the good governance            not compute towards the above limit. The same
    to be followed by the members of its governing               to the General Assembly.                             of our organisation by means of “incompatibility”          rule shall apply in cases of the legal representation
    bodies in the pursuit of their duties, which should                                                               clauses. The goal at all times is to guarantee the         of minors, absent or incapacitated directors. In no
    be conducted:                                                Respecting the duty of secrecy with regard to        full independence of General Assembly and Board            event may the total directorships held by any one
                                                                 any confidential information received in the         members and avoid possible conflicts of interest.          person number more than eight.
       Solely for the benefit of Caja Madrid and its             exercise of their duties.
       social and cultural agenda.                                                                                    Accordingly, no person in any of the following             Current employees of other financial entities that are
                                                               As prescribed by current legislation, Caja Madrid      situations may serve in the General Assembly:              not Caja Madrid subsidiaries.
       With full independence from the organisations           has drawn Internal Rules of Conduct for securities
                                                                                                                        Chairmen, board members, directors,                      Members of the Spanish National Parliament, the
       or groups that elected or appointed them, which         exchange activities. These rules apply integrally to
                                                                                                                        members of governing bodies, executives,                 European Parliament or a regional parliament or
       may not instruct them as to how to perform              all members of the Board of Directors, the Control
                                                                                                                        managers, advisors or similar officers in other          holding the position of mayor, town council member
       their functions. They shall answer only to the          Committee and the Management Committee.                  credit institutions or corporations or entities          or senior government officer.
                                                               Their purpose is to avert conflicts of interest and      that promote, sustain or guarantee financial
                                                               to prevent the improper use or disclosure of             institutions, except when such posts are held in       Directors appointed in investee companies
                                                               inside information possessed by members of the           representation of Caja Madrid.                         Directors appointed in investee companies With
                                                               Caja Madrid governing bodies.                                                                                   respect to the directors named in companies
                                                                                                                        Senior managers in other financial institutions        in which Caja Madrid holds voting rights or
                                                                                                                        that are not subsidiaries of Caja Madrid.              makes voting recommendations, although no
                                                                                                                                                                               formal voting policies are issued on social and
                                                                                                                        Persons working for government departments or          environmental matters, so as not to constrain the
                                                                                                                        agencies who perform functions directly relating       independence of those directors, the principles
                                                                                                                        to the activities carried on by savings banks.         and commitments assumed by Caja Madrid on
                                                                                                                                                                               these matters are taken into account when the
                                                                                                                      The above situations also render persons                 voting rights are exercised.”
                                                                                                                      ineligible to serve on the Caja de Madrid Board
                                   I, too, can fly
                                                                                                                      of Directors. In addition, persons in the following
                         Nuria Jiménez Fuentes                                                                        situations will likewise not be allowed to hold a
                              0625 - Recoveries                                                                       Caja Madrid directorship:

                                                                                                                        Members of boards of directors or equivalent
                                                                                                                        bodies of more than four companies or cooperative
                                                                                                                        entities. Positions held on the board of directors
                                                                                                                        or equivalent body of companies in which the
                                                                                                                        director in question, his or her spouse, ascendants
                                                                                                                        or descendants, together or separately own at
                                                                                                                        least the quantity of shares yielded by dividing the
                                                                                                                        share capital by the number of board seats shall

Social Responsibility 2008                           01. Caja Madrid Group                                                                                                                                                                6
    Change                                                      Association
    management                                                  membership
    The expectations identified through stakeholder             Caja Madrid maintains close links with other         recognised framework for measuring and                     SUSTAINABILITY RATINGS
    dialogue channels will call at times for immediate          national and international institutions and          informing about companies’ socially responsible
    or strategic changes, which are addressed by Caja           organisations in which the members of                activities. This particular report has obtained the
    Madrid leaders on a delegate basis according to             its governing bodies play an active role in          A+ seal, the highest distinction for SR reports
    their characteristics:                                      representation of the Group’s interests.             and an endorsement of the scale and scope of its
       In those cases where stakeholder demands                 European Alliance: Caja Madrid has subscribed
       require that changes be made and implemented             to the “European Alliance for CSR” set up by         European Savings Banks Group (ESBG): Caja Madrid
       urgently, the appropriate actions are decided by         the European Commission as a vehicle to              has endorsed the ESBG “Charter for Responsible
       the relevant Committee and, in the last instance,        disseminate corporate social responsibility ideas    Business” and the “Resolution: towards a greener
       by the Management Committee, which will                  and practices among European enterprises.            savings and retail banking sector”, promoted by the
       also earmark the necessary resources and                 In this group, Caja Madrid has participated in       ESBG, strengthening our commitment and participation
       investment funds.                                        sharing best practices in the equal opportunity      in studies to share good practices in Europe.
                                                                and environmental areas.                                                                                     INTERNATIONAL CSR cooperation
       When more time is available, the change can                                                                   Foro Pro Clima: Caja Madrid is a member of
       be integrated into the annual planning cycle,            Club Excelencia en Gestión: This organisation,       Foro Pro Clima, an initiative of the Madrid City
       such that it be approved by the Management               to which Caja Madrid has belonged since 1998,        Council to spearhead and stimulate private sector
                                                                champions the implementation of the EFQM             efforts to fight air pollution in the Madrid Region.
       Committee and Board of Directors and
                                                                management excellence model among Spanish            These joint efforts include a line of credit offering
       subsequently implemented via the work plan
                                                                companies and institutions.                          advantageous terms to Madrid businesses
       established by the competent group in the
                                                                                                                     for capital expenditure aimed at reducing CO2
       organisation.                                            CECA: As a savings bank organised as a               emissions, as well as participation in the “Guide
    The Management Committee is thus able to stay               “caja de ahorros”, Caja Madrid belongs to the        to good environmental practices in the office” and
    permanently abreast of and involved in Caja Madrid’s        Confederación Española de Cajas de Ahorros           the related initiatives carried out by the forum.
    social, environmental and economic performance, as          (CECA), and takes an active part in all discussion
    shaped by ongoing dialogue with our stakeholders.           forums and the pooling of best practices. In         It also maintains institutional relations with a
                                                                the sector CSR committee, it has participated        number of charitable organisations (Fundación
                                                                in drawing up the Green Paper on CSR in the          Cruz Roja, Fundación de Ayuda contra la
                                                                Financial Sector, an analysis of the current         Drogadicción, etc), cultural associations
                                                                landscape and possible future scenarios              (Fundación Pro Real Academia Española,
                                                                regarding the financial industry’s contribution to   Asociación de Amigos del Museo del Prado,
                                                                social responsibility.                               Asociación de Amigos del Museo Nacional Centro
                                                                                                                     de Arte Reina Sofía, Museo Thyssen-Bornemisza)
                                 Toll-free                      Global Reporting Initiative (GRI): Our Social        and academic institutions (Fundación General de
                                 Francisco Fernández Gallardo   Responsibility Report has been prepared in           la Universidad de Alcalá, Fundación General de la
                                 Branch 9230                    accordance with GRI guidelines, an internationally   Universidad Rey Juan Carlos, etc.).

Social Responsibility 2008                        01. Caja Madrid Group                                                                                                                                      7
    Relations                                                                                                   Group
    with government                                                                                             activity
    The public sector is an important growth                 Foro Pro Clima: A line of credit has been set      Caja Madrid works to a universal banking model,       As a supplement to its banking activity, the Group
    engine, driver of economic competitiveness and           up, in conjunction with the Madrid City Council,   centred on the retail banking market, where it        manages portfolio of investments in strategic
    contributor to social welfare. Caja Madrid therefore     to allow local enterprises to finance capital      well positioned. The Group serves 7.2 million         sectors, including Iberia, Indra, NH Hoteles,
    carries on vigorous and close cooperation                spending to improve their energy efficiency and    customers across all segments: individuals,           Mecalux, Genesa, Realia and Global Vía.
    with government bodies at all levels to create           reduce CO2 emissions.                              small and medium enterprises (SMEs), large
    employment, stimulate industry, boost productivity                                                          corporations and public and private institutions.     The social dimension of its activity is addressed
    and generate wealth, always acting on an                 Arrangement with Madrid regional authorities                                                             through the projects and programmes run by Obra
    independent basis and with full autonomy in our          to advance funds to beneficiaries of aid granted   As part of our focus on strengthening the             Social Caja Madrid and Fundación Caja Madrid.
    decision-making processes. The Group’s positive          under programmes of the different regional         personalised attention given to our customers,        In 2008 a total of €278 million was spent on
    impact on local economic development in 2008             government departments.                            the Caja Madrid organisation was restructured         programmes and activities in the areas of social
    was evidenced by the € 3,332 million it contributed                                                         in 2008 to clearly differentiate the business         welfare, education, culture, the environment and
    to national Gross Domestic Product, or 0.30% of the      Credit facilities set up under an agreement with   and individual banking segments, with notable         the conservation of Spain’s historical heritage.
    total.                                                   the Madrid municipal government for alterations    gains in the quality of our services and product
                                                             and refurbishment works required as a result of    innovation.                                           Caja Madrid releases yearly reviews of the results
    This contribution takes the form of active               findings produced in the official programme of                                                           of its financial and social activity through the
    collaboration in a large number of initiatives           technical inspections of buildings.                Caja Madrid offers a diverse family of financial      Annual Reports of Caja Madrid, Obra Social and
    through agreements with government agencies                                                                 solutions to individual and business clients in the   Fundación.
    to support society in relation to some of the          Caja Madrid’s dealings with government and           following main product lines: savings products,
    more pressing problems: job creation, economic         regulatory agents (Bank of Spain, Spanish            loans, payment cards, pension plans, mutual
    development, promotion of small businesses, the        Securities Market Commission, etc.) are based on     funds, insurance policies and securities. During
    environment, industry, housing, and many others.       mutual institutional respect and strict compliance   2008, Caja Madrid Personal continued to develop
                                                           with the resolutions of those bodies, ethics and     new products and services to meet the current
    These agreements with public sector bodies have        transparency.                                        market situation and customer demands. In the
    given rise to numerous lines of financing:                                                                  corporate finance area, the Group’s efforts were
                                                                                                                aimed at promoting structured finance products
       Agreement with Avalmadrid to give financial                                                              and marketing investment products for retail
       support to the business community through                                                                clients. Read more on Caja Madrid business
       a broad range of products to stimulate and                                                               activity
       support investment. The beneficiaries are
       immigrants, persons seeking to set up new                                                                Outside of Spain, the Group has branches
       businesses, and socially vulnerable groups.                                                              in Lisbon, Dublin, Miami and Vienna. This
                                                                                                                international presence was strengthened in 2008
       Agreement with the IDEA alternative energies                                                             with the creation of the company Caja Madrid
       institution to provide guarantee facilities for                                                          Cibeles.                                                             Calm
       financing of renewable energy projects.                                                                                                                                       Pedro Sánchez Ramírez
                                                                                                                                                                                     Branch 5512

Social Responsibility 2008                      01. Caja Madrid Group                                                                                                                                                      8
    Geographical                                                                                                                                     Sponsorship
    reach                                                                                                                                            and awards
    Caja Madrid has a workforce of 14,962 persons                                   Distribution of Caja Madrid
                                                                                                                                                     Listed below are some of the diverse sports, cultural   An important new social initiative was the
    and runs an extensive distribution network made                                                                                        2008      and social collaborations undertaken in 2008:           creation, together with GRUPO JOLY, of the
                                                                                    Group branches in Spain
    up of 2,136 branches in Spain plus an advanced                                                                                                                                                           Andaluces del Futuro awards to single out and
    system of supplementary channels (self-service                                  Branches in Spain                                     2,136        Caja Madrid has signed a collaboration                reward Andalusians under the age of 30 who
    terminals, Internet Branch and Telephone Branch),                               Offices outside Spain                                    24        agreement for the next three years with the           have made outstanding contributions in the
    along with various external sales networks, most                                Banking Distribution Offices                            628        Spanish Basketball Federation, giving rise            worlds of culture, sports, business, science or
    prominently the Mapfre system, whose agents                                     Self-service terminals                                4,944        to two projects for youngsters: the “Tapón            social values.
    and brokers are joined by 628 Caja Madrid corners                               Internet Branch customers (thousands)                 2,569        al botellón” campaign to involve youth in
    (Banking Distribution Offices) on Mapfre premises.                                                                                                 basketball as a wholesome alternative to street       Business encounters were again organised in
                                                                                  Given the nature of the Group’s operations, there                    loitering and “Operation talent”.                     a number of Spanish provinces. These events
    Internationally, the Group operates four offices                              are no plans for the moment to discontinue                                                                                 are not only a networking opportunity for
    (in Lisbon, Miami, Dublin and Vienna) and a                                   operations in any Spanish region (Autonomous                         The 29th Olympic Games were held in Beijing           entrepreneurs, they have also won recognition
    representative office in Havana, as well Cibeles’                             Community), so there has been no need to                             in 2008. As a longstanding sponsor of ADO             for the quality of their speakers and the
    international holdings.                                                       manage the potential impacts of any such                             (Asociación de Deportes Olímpicos) and                presence of leading figures from the world of
                                                                                  withdrawals.                                                         ADOP (Asociación de Deportes Paralímpicos),           business and politics.
                                                                                                                                                       during the four year run-up to the Summer
                                                              CANTABRIA     36                                                                         Games Caja Madrid supported the training              In the cultural arena, Caja Madrid was present
                                                                25         BASQUE         NAVARRE                                                      programmes of our sportsmen and women for             at the 67th edition of the Madrid Book Fair, an
                                 GALICIA         21                       COUNTRY
                                                                                    8                                                                  the all-important occasion.                           event whose popularity is evidenced by the
                                   50                                     LA
                                                                                                                                                                                                             approximately 3,800,000 visitors who attended.
                                                    CASTILLA Y LEÓN         8                                                                          Golf was again accorded pride of place in the
                                                         76                             ARAGÓN
                                                                                           27                                                          sponsorship strategy. The 5th Caja Madrid             For the younger public, support was lent to
                                                                                                                                                       Personal Banking Golf Circuit was held in 2008,       concerts and other musical events including
                                                                                                          BALEARICS ISLANDS
                                                                1075                                                                                   providing the opportunity for clients to enjoy a      “MTV Day”, “MTV Summer” and “MTV Music
                                                                                                                                                       day of outdoor activity where companionship           Week Barcelona”.
                                           EXTREMADURA                                       139   VALENCIA
                                                                  LA MANCHA
                                                                                                                                                       takes precedence over all else. Another
                                               21                         146
                                                                                                                                                       major contribution to the golfing world is Caja
                                                                                     26                                                                Madrid’s sponsorship of the Madrid Master Golf
                                                                                    MURCIA                                                             tournament.
                                                                                                         CANARY ISLANDS
                                                                                                                                                       In addition to other support for the race track,
                                                                                                              28                                       Caja Madrid has sponsored the classic fifth
                                                    6                                                                                                  race at the Hipódromo de la Zarzuela since it
                                                                                                                                                       reopened to the public. In 2008, some 2,600
                                                                                                                                                       customers attended the Madrid racetrack as
         < 25 branches       200 to 500 branches                 25 to 99 branches                  > 500 branches             100 to 200 branches     our guests, with the chance to enjoy 187 horse
                                                                                                                                                       races on 26 different days.

Social Responsibility 2008                                    01. Caja Madrid Group                                                                                                                                                                            9
    Name of award                                                        Merits cited

    Computing award for “Best project of 2008”                           Bestowed on Caja Madrid for its 2010 Technology Plan, a standard-bearer in the application of information
                                                                         and communications technology

    The Banker award to Caja Madrid for its                              Given to the Caja Madrid Contact Centre

    “Best education and research” work from Mi Cartera de                Awarded to Obra Social’s “Spanish for immigrants” programme

    “Golden Lion” award at the Cannes Festival                           Given to Caja Madrid for its Sense and Sensibility Deposit

    “Europa Nostra”’ Award to Fundación Caja Madrid                      Given to Fundación Caja Madrid for the “impeccable” scientific rigor shown in its heritage conservation work

    Capital magazine award for best social action                        G iven to Caja Madrid for the best social action l

    Actualidad Económica award for best work on behalf of society        Given to Caja Madrid in the education and research category
                                                                                                                                                                                                   Cajamadrid, custom products
                                                                                                                                                                                                   Javier Menárguez Fernández
    Audit department received the “International Quality Certificate”    Awarded to Caja Madrid by the Institute of Internal Auditors                                                              Branch 9050

    Imán 2008 awards for “Advertiser of the year”                        Given to Caja Madrid

    Imán 2008 special award for the “Best customer advertising           Given to Caja Madrid for its “Sense and sensibility” campaign

    Caja Madrid has deployed a series of tools to             non-compliance risk and to move to resolve any           others, as well as the procedures for classifying      internal regulations such as the “Professional
    assure strict compliance with the applicable              conflicts of interest that may arise in the Group.       customers and categorising products, with              Conduct Manual” for all Group professionals and
    laws and regulations and ensure its business                                                                       suitability testing for investment advising            the “Internal Rules of Conduct” for securities
    is conducted at all times in a moral and ethical          In 2008 a new office was set up in the                   activities and appropriateness testing for the sale    exchange activities.
    manner. This commitment is overseen by the                Legal Compliance area to oversee proper                  of financial products.
    Legal Compliance area, which makes sure all               implementation of the policies and procedures
    business practices are aligned with the relevant          deriving from the application of national and            As a financial institution, Caja Madrid falls within
    legislation and respect the rules of fair trading. In     international rules on investment services.              the regulatory scope of financial authorities and
    order to supervise the activities in the compliance       This involves effective and continuous control           supervisory agencies like the Bank of Spain and
    area, the Legal Compliance Committee was set              of policies on processing and executing orders,          the National Securities Markets Commission
    up in 2007 with the remit to monitor and evaluate         managing conflicts of interest, incentives, and          (CNMV). It also develops, applies and follows

Social Responsibility 2008                        01. Caja Madrid Group                                                                                                                                                          10
    management                                            Auditing
    Caja Madrid works to embed social and                 Caja Madrid has an internal audit unit that            effectiveness of the internal control system using      The Audit Unit also strengthened application
    environmental considerations into its risk            provides independent and objective evaluation          a methodology based on the potential risk of the        of environmental criteria by checking that all
    management processes and overall corporate            and consulting capabilities, as a means of             organisation’s diverse activities and transactions.     financing to projects with environmental impact is
    culture, with environmental risks being factored      adding value, efficiency and efficacy to our           It has authority to take all such actions as it         preceded by an assessment of the environmental
    into the analysis and acceptance of risks, as well    operating and management processes and                 deems necessary to obtain valid and sufficient          risk. In 2008, 59 specialised finance operations
    as in their subsequent monitoring and control.        internal control systems. The Audit Committee          evidence in cases of suspected or potential fraud,      were analysed. The frequency with which these
                                                          is responsible for seeing that the unit performs       so management has clear, accurate information           reviews are conducted is based on the evaluation
    Furthermore, when deciding to lend to business        its work correctly and effectively, pursuant to the    for input to its decisions. External audits also        of the inherent business risk.
    projects, Caja Madrid weighs their environmental      ethical commitment enshrined in the corporate          contribute to this control system through the
    impact and compliance with the applicable laws        governance system.                                     circularisation of customer account balances.
    and regulations before any financing is extended.
                                                          The Unit’s professionals carry out their tasks in
    A clear preference is shown for “green”               accordance with the Code of Ethics, the Rules
    project finance, with emphasis on renewable           for the Professional Conduct of Internal Audits
    energies, conservation of natural resources and       and other guidelines issued by the Instituto de
    environmental improvement, and all projects are       Auditores Internos. The Audit Unit was awarded
    required to demonstrate that their environmental      the highest score in the quality assurance
    impact will be positive or acceptable according to    programme (EC) run by this Institute in 2008,
    established prevailing sustainability standards.      assessing its compliance with International
                                                          Standards for the Professional Practice of Internal
    In view of the nature and geographical location of    Auditing and its effectiveness in fulfilling the                                                                              Marking the difference
    the 2008 investments and lending carried on by the    mission defined for it in the Bylaws and the                                                                                  Raúl Tamarit Martínez
                                                                                                                                                                                        Branch 9640
    Caja Madrid Group, it was not deemed necessary        expectations set by the Audit Committee and
    to screen for human rights abuses.                    Office of the Chairman of the Caja Madrid Group.

                                                          The scope of the annual audit plan extends to
                                                                                                                 AUDITS CONDUCTED                                       2008        2007         2006 MEASUREMENT UNIT
                                                          the entire branch and office network, business
                                                          and area directorates, commercial and business
                                                          banking products, processes and organisational         No. of branch audits run under Audit Plan               441         630          730                 audits
                                                          groups, Cibeles Corporación and central
                                                          services. It also covers information systems and       Remote branch audits: Fraud prevention and            12,448     11,779       11,125                  alert
                                                          environments, the security of applications and,        internal control alerts
                                                          finally, the measures in place for the protection of
                                  Union                   personal data.
                                  Gema Martín Sanz                                                               Audits of processes, products and centres               111         186          154                 audits
                                  0458 - Property
                                  Developers Business     The Internal Audit Unit acts to defer fraud and,
                                                          to this end, evaluates the appropriateness and

Social Responsibility 2008                      01. Caja Madrid Group                                                                                                                                                          11
    of money
    The Group’s anti-money laundering (AML) policy         Caja Madrid is convinced that knowledge is the
    is implemented through an Internal Money               best deterrent, and has programmed laundering
    Laundering Control and Prevention Committee            awareness courses as part of annual training
    that reports to the Management Committee.              plans to teach staff how to detect and deal with
                                                           this problem.
    Caja Madrid has developed a Global Policy Manual
    for the Prevention of Money Laundering that lays       The AML armoury is completed by IT monitoring
    down the minimum AML standards to be applied           systems which are able to detect and analyse
    in all Group companies. Each subsidiary also has       irregular transactions and, where appropriate,
    its own AML manual geared to its specific activity     report them to the competent authorities.
    and customer profiles.

    AML practices come under the supervision of the
    Bank of Spain and are also reviewed each year
    by an outside expert who makes proposals for
    improvement as and when necessary. In 2008, this
    external expert audited all AML procedures of the
    Group’s business units, including subsidiaries.

                                                         Heaven and earth
                                                         Manuel Alonso Linares
                                                         Branch 9299 - Businesses

Social Responsibility 2008                    01. Caja Madrid Group                                           12
CSR and
                             Caja Madrid aspires to be admired
                             by the markets, appreciated by its
                             customers and suppliers, respected
                             by regulators and social organisations
                             and loved by its employees. A sincere,
                             thoughtful and unstinting commitment
                             to sustainable development has won
                             it the trust of the communities where
                             it operates, based on its way of doing
                             business and its social and cultural
                             activity, fostering a culture of innovation
                             and excellence that has placed Caja
                             Madrid at the forefront of its sector
                             and in a privileged vantage point from
                             which to discern and address the most
                             pressing challenges of our times.

 20 projects
embody the 2009 commitment

 More than 50
   with our stakeholders

9 main concerns
   guide our CSR actions
    CSR                                                                                                     CSR
    Policy                                                                                                  management
    The Caja Madrid Group is aware of current and             Fostering the use of renewable energies.      Caja Madrid’s CSR management system                    advisory benchmarks currently in place, among
    future social needs, and mindful of the impact                                                          comprises a set of principles and measures             them the Global Compact, Ecuador Principles,
    our activities can have in our communities and            Promoting optimum consumption of resources.   aimed at contributing to long-term sustainable         ESBG Principles, UNEP FI, Global Reporting
    environment. We work to honour our pledge                                                               development by balancing economic growth with          Initiative (GRI), AA1000, EFQM, the Unified Good
    to be a socially responsible organisation. The           With society, working to create and carry      social cohesion and environmental conservation,        Governance Code, the European Commission’s
    overarching principle of the Group’s integrated          forward programmes, projects and activities    taking into account the expectations of                Green Paper on Savings Banks, the European
    management system is Social Responsibility               aimed at all social groups, with particular    stakeholders.                                          Commission sponsored European Alliance for
    (CSR), with CSR standards that reflect our mission,      attention to the most socially vulnerable                                                             CSR, future resolutions of the Spanish Council of
    vision and values being embedded in the day-to-          and their families, and to promote equal       The following points are central to our pursuit of     State, and others.
    day operations.                                          opportunities and universal accessibility,     this goal:
                                                             preferably in concert with other social and                                                           A constantly evolving system focused on
    Caja Madrid’s CSR policy carries its organisational      public agents.                                   Social responsibility is inherent in Caja Madrid’s   meeting stakeholder needs as expressed
    values into every area of activity. The adoption                                                          core mission as a private non-profit organisation    through the available dialogue channels.
    of this policy not only assures compliance                                                                founded to serve society.
    with current legislation, but goes beyond legal
    obligations to embrace the needs and expectations                                                         The overriding importance for our organisation
    of stakeholder groups, in order to forge lasting and                                                      of having different stakeholders represented on
    mutually beneficial relationships:                                                                        the Group’s governing bodies.

      With customers, a commitment to offering them the                                                       Regular update of the Social Responsibility
      best service quality, so they can count on receiving                                                    system in line with the main regulatory and
      clear, transparent and appropriate information on
      the products best suited to their needs.

      With our professionals, so they enjoy the best
      working and personal conditions informed by a
      spirit of transparency and open communication.

      With our suppliers, generating relations built
      on trust and mutual benefit, and fostering equal
      opportunity practices and commitment to social

      With the environment:
       Considering the indirect impact of the financial
       business in relation to the projects and
       operations supported.

Social Responsibility 2008                       02. CSR and Caja Madrid                                                                                                                                               14
    Caja Madrid
    Caja Madrid has conducted a review, using an            Impact potential: its capacity to influence the Group’s                 that Caja Madrid should undertake to meet their
    in-house analytical methodology, of its map             performance through its decisions and actions.                          needs and expectations.
    of stakeholders, to ensure their expectations
    are known and receive priority attention as the         Management quality: how the organisation                                This will allow Caja Madrid to act with precision
    building blocks for strong lasting relationships.       deals with the group, mobilising the resources                          on the points of most concern to stakeholders,
                                                            and taking the actions to manage the                                    generating relationships mutual trust.
    In close cooperation with representatives of            relationship fruitfully.
    stakeholder organisations, the group’s social
    responsibility working group has mapped out the       Prioritising stakeholders is the starting point for
    position of each Caja Madrid stakeholder group        determining the core concerns of each group
    according to:                                         and deciding the social responsibility projects                            1    Retail banking – Personal banking
                                                                                                                                     2    Retail banking – Youth
                                                                                                                                     3    Retail banking – Seniors
                                                                                                                                     4    Retail banking – Foreign nationals
                                  5                                                                                                  5    Business banking – SMEs                       In parallel
                                                                                                                                                                                        Juan Calvache Perea
                                                                                                                                          Business banking – Large companies
                                                                                                                                                                                        Branch 2976
                                                                                                                                     7    Corporate clients
                                                                                                                         1           8    Professionals
                                                                                                                                     9    Strategic suppliers
                                                                                     15                                              10   Preferred suppliers
                                  4                                                                    6        7        26          11   Transactional Suppliers
                                                                                     14 10                 25        9     22        12   Internal suppliers
                                                                                              8                                      13   Alliances
                                                                            28 21                 24 19
                                                                 11       20                                                         14   Beneficiaries-users
                                                                                          17 13                     27
                                                                                          16 18                                      15   Customers Obra Social
                                                                           2    12
                                                                                                  29       5                         16   Opinion leaders
                                  3                                                                                                  17   Audiovisual media
             Management Quality

                                                                                                                                     18   General interest press
                                                                            3                                                        19   Financial press
                                                                            4                                                        20   Local press
                                                                                                                                     21   Internet
                                                                                                                                     22   Governing bodies
                                  2                                                                                                  23   International organisations (IMF, EU)
                                                                                                                                     24   Regulators (Bank of Spain, CNMV)
                                                                                                                                     25   Central government
                                                                                                                                     26   Madrid regional government
                                                                                                                                     27   Town Councils (Madrid Region)
                                                                                                                                     28   Other regions
                                  1                                                                                                  29   Investors

                                      1          2                    3                       4                                 5
                                                                                           Impact Potential
Social Responsibility 2008                      02. CSR and Caja Madrid                                                                                                                                       15
    Stakeholder dialogue
    Getting a meaningful handle on stakeholder needs and expectations calls for open, two-way, transparent dialogue conducted through institutionalised channels.

    The CSR Management System envisages two kinds of channel for this communication: those which identify stakeholders’ needs (upward channels) and those used to inform stakeholders of
    the actions taken in response (downward channels).

       UPWARD CHANNELS                                                                                                   DOWNWARD CHANNELS

     PROFESSIONALS                                             SOCIETY                                                  PROFESSIONALS                                 SOCIETY
     Participation in committees Línea personas                In-house and        Interaction with agencies            La Caja magazine    Newsletter En30segundos   Portales de OBS      Folletos de las diferentes
     “Improvement ideas”          e-personal portal            outside studies     and/or institutions                                                                y Fundación          convocatorias
                                  Innovation portal (innova)                                                            Circulars           Intranet
     Perception surveys                                        Participant/        Analysis and research                                                              Informes anuales
                                  “Your Opinion Counts”        Beneficiary                                              Press Dossier       Línea Personas            de OBS y Fundación
     Regular meetings with
     employee representative      Climate survey               satisfaction        Participation in discurssion group
                                                               surveys             conferences and workshops            e-personas Portal   Al Día
                                  Human resources team
                                                               Enquiries mailbox Innovation blogs                       CSR Newsletter

     EMVIROMENT                                                CUSTOMERS                                                EMVIROMENT                                    CUSTOMERS
     Participation in forums      Participant/Beneficiary      Satisfaction        Customers Care Service               Corporate website   CSR Report                Portales y oficina   Oficinas
     and associations             satisfaction surveys         surveys                                                                                                internet
                                  “Improvement Ideas”                              Focus group                          Newsletter          Intranet                                       Oficina móvil
     “Your idea counts”
                                                               “Your opinion                                            En30segundos                                  Oficina telefónica
                                                               Counts”                                                                                                                     Cajeros
     Customer care                Environmental                                                                                                                       Ofibus
                                  management mailbox           Usability                                                                                                                   Correspondencia
     Innovation portal (Innova)                                laboratory

     SUPPLIERS                                                 ALL STAKEHOLDERS                                         SUPPLIERS                                     ALL STAKEHOLDERS

     Interviews                   General mailboxes            Through the         External Social Responsibility       Interviews          General mailboxes         Portals              External Social
                                                               Governing Bodies    mailbox                                                                                                 Responsibility mailbox
     Purchasing circuit           User Attention Center        on which they are                                                                                      Annual reports
                                                               represented         Your Opinion survey included                                                                            Lectures, forums,
                                                                                   in the Social Responsibility                                                                            workshops, press
                                                                                   Report                                                                                                  releases, participation
                                                                                                                                                                                           in studies and sundry
                                                                                                                                                                                           publications, and news
                                                                                                                                                                                           items in the media.

Social Responsibility 2008                                02. CSR and Caja Madrid                                                                                                                                       16
                                                             Panel of                                                Active
    Analysis                                                 experts and                                             consultation
    of key issues                                            market research                                         with stakeholder groups
    Caja Madrid has carried out a materiality analysis       The CSR work group has relied on the following          Caja Madrid’s continuous engagement with
    using a set of varied tools to determine and             initiatives to detect sustainability trends and the     stakeholders to keep abreast of their core
    prioritise its CSR-related risks and opportunities,      key issues that matter most to stakeholders:            concerns, needs and expectations is embodied in
    allowing us to develop and pursue projects and                                                                   the following projects:
    plans that are well aligned with the Group’s policy      Participation in the Green Paper on savings banks
    and strategy.                                                                                                    Customer satisfaction surveys
                                                             The sector CSR committee, in which Caja Madrid          The yearly satisfaction perception studies include
    Methodology of analysis                                  is an active member, set up a group of experts          questions to poll our customers on their opinion
                                                             including representatives from Caja Madrid              regarding the social projects and products and
                                                             to conduct a sweeping prospective study of              on how well the organisation manages our social
      Panel of experts and market research.                  savings banks and sustainability. The analysis          responsibility.
                                                             examined the current situation and possible
      Active consultation with stakeholder groups.           future scenarios, pinpointing the key topics and        Customer focus group
                                                             exchanging ideas on the role of the financial
      Analysis and prioritisation of sustainability                                                                  This qualitative study is based on meetings with
                                                             sector and its contribution to social responsibility.
      trends.                                                                                                        customers where we can see and hear firsthand
                                                                                                                     their concerns, expectations and requirements,
                                                             Internal study                                          as invaluable feedback on how they see Caja
                                                             Further to the materiality study conducted in           Madrid managing its social responsibility and
                                                             2007, the main CSR leaders in finance and other         possible areas for improvementt.
                                                             sectors were studied, along with authoritative
                                                             sector and industry opinion makers, with a focus        Questionnaire on the content of the CSR Report
                                                             on the main questions of concern to the different       The results are analysed so we can see the
                                                             organisations.                                          opinions sent to us on the information in the
                                                                                                                     Report and suggestions by the readers and users
                                                                                                                     on other matters of interest that are not covered.
                                                             Specific studies
                                                             Other input to the Group’s CSR policy making            Impact report
                                                             process include studies carried out by members          A follow-up report tracking developments in
                                                             of the organisations working group through the          the areas of most interest to stakeholders in the
                                                             “social demand observatory” and the “economic-          Social Responsibility Report.
                                                             financial observer”.
          Life’s trails
          Esther Lehmann Rivero
          0727 - External Relations And Protocol

Social Responsibility 2008                         02. CSR and Caja Madrid                                                                                                17
    Sustainability                                                                                                  Key
    trends                                                                                                          issues

    The extensive research and analysis carried out          Companies must get involved in environmental           The research, analysis and stakeholder
    by Caja Madrid suggest the following sustainability      management activities, with projects to promote        consultation activities carried out by Caja Madrid
    tendencies should be addressed from the                  advanced green technologies that boost energy          have highlighted the following topics as key issues
    standpoint of social responsibility:                     efficiency.                                            to be addressed:

      It is important that values such as transparency,      Some 95% of Spanish companies are small                  Transparency and ethical conduct.
      sound asset management, professional integrity         and medium enterprises (SMEs). Supporting
      and the ethics of organisations be integrated into     these small business therefore stands out as             Sustainability as an investment factor.
      their strategies.                                      crucial for enhancing the competitiveness of
                                                             the country’s industrial sector and spurring             Innovation as pivotal for social and
      Customers require quality service and ever             economic development.                                    environmental responsibility.
      more personalised attention tailored to their
      needs.                                                 The creation of quality jobs, promotion of equal         Financial inclusiveness.
                                                             opportunity and accessibility for all persons
      Heightening sensitivity to social and                  is a key element to be taken into account in             Responsible advising and customer service.
      environmental issues in organisations is an            organisations.
      important challenge, given the generally lower                                                                  Advanced environmental management.
      level of social responsibility awareness seen in       Support for universities as prime movers in the
      Spain compared with the rest of Europe.                development of tomorrow’s professionals.                 Contribution to social development and welfare.
                                                             Cultivate the financial literacy of citizens, giving
      The growing takeup of online banking                   them the tools, expertise and knowhow they               Integrity and responsible management of
      requires investment and development of                 need to make their financial decisions.                  people.
      new technologies to deliver better service to
      customers.                                             Establish investment-selection policies that             Continuous engagement with stakeholders.
                                                             take into account social, environmental and
      Disabled persons are becoming increasingly             corporate governance parameters.
      independent and self-reliant, which should
      compel us to broaden the channels for using our
      services and improving accessibility.

      In the environmental area, one of the most
      important challenges we face in the future
      is climate change, including the varied other
      threats it generates, such as desertification, loss
      of ecological biodiversity and scarcity of water.

Social Responsibility 2008                       02. CSR and Caja Madrid                                                                                                  18
    Caja Madrid has incorporated the above topics into its “next steps in CSR”, which will guide its actions in this sphere over the next years subject to regular monitoring and review.

    MATERIAL TOPICS                           NEXT STEPS                                                                                                                                                    AFFECTED

    Transparency and ethical conduct          Promote the Caja Madrid branch network’s role in managing social, environmental and cultural initiatives.                                                        Society

                                              Develop and implement the Environmental Management System in the new Caja Madrid headquarters.                                                                Environment
    Sustainability as an investment factor
                                              Continue generating added value for the communities in which Caja Madrid operates, furthering their prosperity.                                             Customers / Society

                                              Continue our support for restoration and preservation of Spain’s historic heritage sites as landmarks of our country’s architectural and cultural riches.   Customers / Society

    Innovation as pivotal for social and      Identify environmental impact (consumption, components, recycling …) of the hardware acquired (PCs, printers, ATMS …) as factor in                              Suppliers
    environmental responsibility              purchasing decisions.
                                              Continue expanding the number of agreements with other countries to facilitate remittances and improve this service.
    Financial inclusiveness                                                                                                                                                                                  Customers
                                              Pursue further measures to spur the design and improvement of products and services for immigrants.
                                              Continue offering personalised service to the different customer segments.
    Responsible advising and customer
                                              Implement a plan in the entire branch network aimed at offering personalised advising and solutions for persons facing difficulties in paying                  Customers
                                              off their loans and debts.

                                              Step up the scale of environmental management actions throughout the Group.
    Advanced environmental management                                                                                                                                                                       Environment
                                              Continue supporting renewable energy projects in Spain and internationally.

    Contribution to social development and    Conduct new studies through the Social Demand Observatory.
    welfare                                   Develop resource centres for assisting the disabled and socially marginalised groups.                                                                            Society
                                              Support active and healthy ageing projects.
                                              Continue strengthening environmental training for Group employees through e-learning courses.
                                              Training programme for recently appointed executives.
    Integrity and responsible management
    of people                                 Training programme for technical staff and coordinators in the Group’s central departments.
                                              Adapt qualifying examinations for recruits to the new requirements of the financial community and sector.

    Continuous engagement with                Use information obtained from the keynote Obra Social projects to plan new improvement actions.                                                                   Society
    stakeholders                              Deepen and strengthen consultation processes with different stakeholder groups to know their needs and expectations.                                         All Stakeholders

Social Responsibility 2008                      02. CSR and Caja Madrid                                                                                                                                                         19

make up the Caja Madrid Group

        Stuff turnover

      40 hours
    training per employee
    Caja Madrid
    Degree of progress:                Initiated                 In progress               Completed

    COMMITMENT 2008                                                                                                                               COMMITMENT 2009

    Press on with programmes to spot and develop talent, providing          Programme on critical experiences with commercial staff and           Training programme for recently appointed directors.
    training in activities to bring people on in their existing function.   deputy managers.
                                                                                                                                                  Training programme for technical staff and coordinators in central
    Enlarge and redesign the staff offers and discounts catalogue           Further improvements made to e-personas portal, increasing
    available through the e-personas portal.                                information on professional and leisure-time activities. Goal is to   Improve recruitment tests to develop and adapt them to the new
                                                                            spruce up the channel with a new IT tool to make it more appealing    requirements of the sector and the current environment.
                                                                            and dynamic.

    Extension of agreements with universities to favour the labour-         Addition of a total of 11 new Cooperation Agreements.
    market integration of people of all conditions.

    A formal equal opportunities charter.                                   Preliminary diagnosis of current situation carried out prior to
                                                                            implementing the equal opportunities charter, while it is being
                                                                            negotiated with employee representatives.

    Review of the Competencies Model to align professional                  New evaluation model for Group professionals implemented in 2008.
    development and skills with the strategy and directions defined
    by a changing economic and social landscape, in a manner
    consistent with the Group’s culture and values.

Social Responsibility 2008                          03. Professionals                                                                                                                                                  21
    management                                              Selection

    Principles:                                            The aim of personnel selection at Caja Madrid is    (CRF), an international organisation that rates
                                                           to find the right candidates for the competencies   firms in different countries for their human
      People and their core knowledge and                  profile developed for each job. This is done        resources excellence according to five criteria:
      competencies at the heart of the system.             through selection procedures and scoring of         work atmosphere and culture, employment
                                                           personal tests that ensure objective assessment     conditions and benefits, talent development,
      Employability and commitment to learning as          and hence equal opportunity.                        commitment to society and innovation effort.
      guiding principles.
                                                           selection process that has led to the recruitment   Caja Madrid also runs an internship programme,
      Full integration of human resources policies as      of 1,100 new professionals, expanding the Group     designed to build closer ties between the business
      key success driver.                                  by a net total of more than 500 persons.            and academic worlds. Interns are given the
                                                                                                               opportunity to gain work experience through a
                                                           Caja Madrid was named a Top Company to Work         tutored placement adapted to their academic and
                                                           For in 2008 by the Corporate Research Foundation    career interests.
                                                                                                               A total of 390 students (272 in the Madrid Region
                                                                                                                                                                    Cristina del Corral Escribano
                                                                                                               and 118 in other Spanish regions) completed          0707 - Obra Social
                                                                                                               internships in 2008, some 11% more than the
                                                                                                               previous year. Placement conditions were made
                                                                                                               more flexible so they fit better with students’
                                                                                                               academic calendars, and they can now be
                                                                                                               completed any time of the year with a maximum
                                                                                                               duration of six months.

                                                                                                               The internship programme has also proved
                                                                                                               a rich seam for recruiting future Caja Madrid
                                                                                                               professionals. More than 7% of the individuals
                                                                                                               who completed their internships with Caja Madrid
                                                                                                               during the year went on to join the Group at the
                                                                                                               end of the programme.

Social Responsibility 2008                       03. Professionals                                                                                                                                  22
    New model of
    assessment by
    competencies                                                                                               Training
    First implemented in 1998, the competencies             Direct presence: the new model was presented       The goal of the training service is to build the skill
    model has evolved with the aim of aligning              to members of the Management Committee,            base of all persons in Caja Madrid, designing
    professional development and skills with the            trade union sections and different levels of       and implementing actions ultimately aimed at
    strategy and directions defined by a changing           management, so that they could explain it to the   achieving the Group’s objectives while helping
    economic and social landscape, in a manner that         members of their respective teams.                 individuals develop their careers.
    is consistent with the Group’s culture and values.
                                                            Online through the e-personas portal: all
                                                                                                               Caja Madrid follows a set procedure for preparing
    Special attention is placed on the various              employees have ready access to a catalogue
                                                                                                               and monitoring its annual Training Plans. The
    stakeholders, such that customers and                   of all competencies and their content at
                                                                                                               Plans are designed on the basis of the Group’s
    professionals appear in competencies such as            the organisational level. After the 2008
                                                                                                               strategic priorities, the key projects to be
    customer service, commercial administration,            competencies evaluation has been conducted,
                                                                                                               implemented in the different organisational
    management and personal development,                    each employee can see his or her individual
                                                                                                               units and the principal goals for enhancing staff                    Endangered whales
    amongst others. The overarching principle of            results.
                                                                                                               employability.                                                       Carmen Munte Esteve
    comprehensive engagement with society is made                                                                                                                                   Branch 9292
    explicit.                                               Other communication channels: report
                                                            published in the La Caja magazine and review       The 2008 training plan was generally organised in
    The design, discussion and implementation of            inserted in the En 30 segundos internal            three basic areas:
    this corporate model has drawn on the active            newsletter.                                                                                                   Central units: after surveying the needs of the
    participation of people from all functional and                                                              Retail banking: this training plan is defined by         different business units, the key persons that
    geographical areas in the Group.                      Training                                               segments of customers according to the Group’s           support them in central services are brought
                                                          Direct presence: a programme was designed              business model (individuals, personal banking,           in to help design the right training plans for
    The key new developments include:                     and implemented to train new evaluators. It can        small businesses and independent contractors,            attaining the Group’s overall goals.
                                                          also be obtained through the general catalogue of      agency network and euro-residents, amongst
      The definition of new competencies and the          training actions.                                      others) and its commercial priorities.                 This year’s expansion of the workforce
      redefinition of other competencies in line with                                                                                                                   underscores the importance of the “Induction
      changing market requirements.                         Online: three multimedia training clips were                                                                Plan” specifically prepared for the new
                                                            produced. A general introductory one describes       Business banking, investment banking and               persons who have joined the organisation.
      Changes in the competency measurement                 the new competencies model, while the other          Corporación Financiera Caja Madrid: the                The programme consists of 187 training hours
      system to base it on the assessment of                two are intended for persons with experience         managers of this segment team up with the              covering topics from an overview of the Group
      observable behaviours.                                and explain the assessment by competencies           heads of the organisational units concerned to         to the specific knowhow needed to do their
                                                            process — one from the viewpoint of the              define an ad hoc training plan for the different       jobs, with detailed training on technical banking
    The system has been implemented using the               evaluator and the other for the person being         categories of internal clients, such as Altae          procedures and optimising the skills needed to
    following communications channels:                      evaluated.                                           Banco, Business Banking and Gesmadrid.                 sell financial products and services effectively.

Social Responsibility 2008                      03. Professionals                                                                                                                                                           23
                                                           and benefits
                                                          Caja Madrid uses a range of instruments                Non-salary benefits and deferred compensation                Talent-spotting and nurturing programmes and
    Also, implementation of the European Union            to compensate and reward the work of our               All of our people enjoy broad insurance coverage,            training actions: Activities that allow persons to
    Directive on Markets in Financial Instruments         professionals. These substantially improve on          special loan application facilities, contributions           improve in their current function. These actions
    (MiFID) called for a series of training actions       the conditions stipulated in the relevant collective   to external pension funds, etc. as part of a far-            include tutoring sessions, coaching, temporary
    to familiarise staff with its contents and the        bargaining agreements (CBAs), while precluding         reaching welfare benefits package that goes                  training assignments in new functions, project
    operational changes it entails.                       any differentiation or discrimination beyond those     far beyond the standard remuneration and the                 allocation, working groups, critical experiences,
                                                          relating to individual performance or the functions    minimum thresholds of the CBA.                               high-level training supplements, etc.
    The Group uses training plans to ensure training      of a particular post:
    initiatives are designed for the specific function                                                                                                                        Multiskilling programmes: So people can acquire
    performed by each person and reflect the yearly       Fixed salary                                                                                                        the skills and knowledge conducive to functional
    evaluation of their skills and competencies.          In addition to the conditions set in the CBA,
                                                          Caja Madrid applies a number of internal
                                                                                                                 Career                                                       mobility within the organisation

    The individual training plans also include specific
    topics requested in the virtual classroom. This
                                                          improvements that make for a clear and simple
                                                          salary structure. Payroll slips contain few
                                                                                                                 development                                                  Geographical mobility programmes: As a route to
                                                                                                                                                                              new career advancement opportunities.
    service allows each person to actively engage         items so they are easy to understand and allow         At Caja Madrid career development means more               During 2008 these specific programmes were offered
    in the design of his or her own training plan,        everyone to know their annual salary.                  than just “climbing through the ranks”. For us,            to a broader range of employee groups.
    maximising its responsiveness to their particular
                                                                                                                 professional development is the ongoing acquisition
    needs and expectations. More than 9,000 such          Variable compensation                                  of skills and functional competencies that equip a         In addition, Caja Madrid runs an advanced
    requests were handled in 2008 in relation to                                                                 person to take on greater professional challenges,         Professional Development and Promotion (PDP)
                                                          All Caja Madrid employees come under
    a great variety of subjects involving financial                                                              in their present or similar jobs or functions or in a      system, with the dual aim of boosting organisational
                                                          a performance evaluation system which
    markets, banking products and services and                                                                   higher position.                                           efficiency and helping our people to manage their
                                                          objectively quantifies the overall results of the
    expert courses on how to best serve specific                                                                                                                            professional careers. It ensures that all staff have
                                                          organisation as a whole, along with individual
    customer segments.                                                                                           Viewed this way, professional career development is        access to the same promotion opportunities through
                                                          or team fulfilment of their respective targets,
                                                          and the personal development of professional           the combination of specific guided learning activities     a system based on results milestones and the
    In 2008 three training actions were carried out                                                              and objective assessment that enables each                 evaluation of competencies.
                                                          competencies. Staff can thus refer to a known set
    to broaden and deepen knowledge of alternative                                                               individual to progress to their fullest potential within
                                                          of specific variables to calculate the performance-
    energies in the Project Finance Area.                                                                        the organisation.
                                                          related component of their annual pay. In the
                                                          longer term, staff get a special bonus for meeting
    The Group’s training investment in 2008 amounted                                                             The goal, therefore, is to develop the individual
                                                          the goals of a given strategic project. This is        skillsets and practices that drive success in a given
    to 1.3% of its wage bill.
                                                          the case with Plan 2010, which comes with an           function as a means to maximise performance.
                                                          economic bonus attached so all persons share in
                                                          the organisation’s success, and see their efforts      The following are among the programmes designed
                                                          and contributions duly rewarded                        to help staff acquire and develop new competencies:

                                                                                                                                                                                                                Barefoot in the world
                                                          .                                                                                                                                              Ana Isabel Del Pozo Herráez
                                                                                                                                                                                                                   0625 - Recoveries

Social Responsibility 2008                      03. Professionals                                                                                                                                                                       24

    Caja Madrid does most of its business in Spain. The following map shows the geographical                                                       International workforce distribution                      Classification by business*
    distribution of our workforce:
                                                                                                                                                                                  2008          2007                                                      2008          2007

              2008                                                                                                                                 Total Spain                  14.917       14,346           Banking                                   11,929        11,786
                                                                                                                                                   CUBA                              2              3         Retail Banking                            10,882        10,741

                                             99                                                                                                    IRELAND (DUBLIN)                  1              1         Business Banking                              795          811
                                                     CANTABRIA               PAÍS VASCO
                              ASTURIAS                                                                                                             USA (MIAMI)                      16             13         Other units                                   252          234
                                                                109                             NAVARRA
                                                    109                            170
                  GALICI A                                                  152
                     214                                                                35                                                         PORTUGAL                         11             10         Central Services                           2,165         1,781
                                       CASTILLA Y LEÓ N                                                                CATALUÑA                    MEXICO                            4              4         Obra Social                                    48            40
                                                                            LA RIOJA
                                                    330                                         ARAGÓN               1162   1218
                                                                                                         117                                       CHINA                             1              1         Foundation                                     26            27

                                                           MADRID                                                                            148
                                                                                                                                                   RUMANIA                           1              1         Corporación                                   134          136
                                                          9595         9830
                                                                                                                                                   AUSTRIA (VIENNA)                  9              0         Caja Madrid Cibeles                           660          609
                           EXTREMADURA                                 LA MANCHA                               VALENCIA                            TOTAL CAJA MADRID GROUP      14,962       14,379           TOTAL CAJA MADRID GROUP                   14,962        14,379
                                                                       633        655                          696             BALEARES
                                        99                                                         619
                                                                                                                                                                                         * Note: Data recalculated for 2007 according to the Caja Madrid business classification.

                                                                                          108       120
                                                          776         861

                                                                                                                                   137                 < 100 employees           500 to 999 employees                  > 5.000 employees
                                   44          44
                                                  CEUTA                                                                                                100 to 499 employees      1000 to 5000 employees

Social Responsibility 2008                                             03. Professionals                                                                                                                                                                                            25
    by pay levels
    Caja Madrid is aware that employees must feel their efforts and commitment are adequately rewarded, so has set a standard minimum entry-level salary of €1476.12 per month, plus incentives and other benefits
    and deferred compensation. This compares favourably with the local legal minimum monthly pay of €600 for 2008.
    The Group’s equal opportunities policy mandates that there be no gender discrimination in base salaries, as borne out in the next table, which offers a breakdown of the workforce by gender and salary per job

     Professional category
                                                     BASE SALARY                                                             BASE SALARY
     GROUP I      GENDER      NO, OF EMPLOYEES            (EUROS)            GROUP II    GENDER       NO, OF EMPLOYEES            (EUROS)          UNGRADED (I)                  GENDER                                     NO, OF EMPLOYEES

                    M               244                                                    M                 2                                                                       M                                                            9
         I                                              2,440.93                I                                               1,298.55
                    F               13                                                     F                 0                                                                       F                                                           12

        II          M              1.034                                       II          M                 12
                                                        2,055.07                                                                1,229.69
                    F               125                                                    F                 4

        III         M               540                                        III         M                 0
                                                        1,823.85                                                                1,160.14
                    F               130                                                    F                 0                                                                                                              NO, OF EMPLOYEES
        IV          M               992                                        IV          M                 0
                                                        1,724,60                                                                1,016.47             TOTAL CAJA MADRID                                                                   14,134
                    F               334                                                    F                 0
                                                                                                                                                     (GROUP I + GROUP II + OTHERS)
        V           M               751                                        V           M                 0
                                                        1,669,76                                                                  972.95             OTHER GROUP COMPANIES                                                                     828
                    F               512                                                    F                 0

        VI          M              1.214                                    CLEANING       M                 0                                                                                                                           14,962
                                                        1,614,93                                                                                     TOTAL CAJA MADRID GROUP
                    F               966                                     SERVICE        F                 9

       VII          M               375                                                                                                           (1) Includes persons seconded to or hired directly in the Miami, Lisbon and Vienna offices
                    F               500

       VIII         M               456
                    F               767

        IX          M               316
                    F               486

         X          M               309
                    F               572

        XI          M               288
                    F               600

        XII         M               663
                    F               993

       XIII         M               334
                    F               572

Social Responsibility 2008                     03. Professionals                                                                                                                                                                                      26
    Staff turnover
    One of the best success indicators for an organisation’s human resources policy is its staff turnover rate.        Data by Region - Caja Madrid Group
    Caja Madrid stands out for its low staff turnover, confirming the high levels of satisfaction and pride that
    employees have expressed in personnel surveys.                                                                                                             TOTAL EMPLOYEES
                                                                                                                                                           LEAVING THE ORGANISATION                           EMPLOYEES                        STAFF
                                                                                                                                                                                                              AT YEAR END                    TURNOVER*
                                                                                                                                                                 2008                2007              2008                2007       2008             2007

                                                                                                                        Andalusia                                   7                   4               861                 776       0.81             0.52
     Data by Age Group                                                                                                  Aragón                                      2                   -               117                 111       1.71              -
                                                                                                                        Asturias                                    -                   2                99                  93        -               2.15
                                     TOTAL EMPLOYEES LEAVING THE           EMPLOYEES AT                                 Balearic Islands                            -                   2               148                 137        -               1.46
         AGE GROUPS                   ORGANISATION VOLUNTARILY               YEAR END              STAFF TURNOVER*
                                                                                                                        Canary Islands                              -                   1               139                 137        -               0,73
           (years)        GENDER         2008              2007           2008         2007        2008        2007
                                                                                                                        Cantabria                                   1                   -               109                 109       0.92              -

       <30                   M            10                19            916           857        1.09        2.22     Castilla la Mancha                          1                   2               655                 633       0.15             0.32
                             F            14                8            1,422         1,213       0.98        0.66
                                                                                                                        Castilla y León                             1                   1               330                 304       0.30             0.33
      30 to 50               M            20                39           4,924         4,994       0.41        0.78
                             F            6                 15           4,861         4,675       0.12        0.32     Catalonia                                   7                  11             1,218                1,162      0.57             0.95

       >50                   M            3                 9            2,173         2,021       0.14        0.45     Ceuta                                       -                   -                44                  44        -                -
                             F            1                 1             666           619        0.15        0.16
                                                                                                                        C. Valenciana                               1                   -               696                 619       0.14              -
      Average age            M           34.9              36.8           43.7          43.5
                             F           29.0              35.0           38.4          38.5                            Extremadura                                 1                   1                99                  98       1.01             1.02
                                                                                                                        Galicia                                     -                   -               214                 204        -                -
                                                                                                                        La Rioja                                    -                   -                32                  29        -                -
                                                                                                                        Madrid                                     31                  66             9,830                9,595      0.32             0.69
                                                                                                                        Melilla                                     -                   -                 -                   -        -                -
                                                                                                                        Murcia                                      -                   -               120                 108        -                -
                                                                                                                        Navarra                                     -                   -                36                  35        -                -
                                                                                                                        Basque Country                              2                   -               170                 152       1.18              -
                                                                                                                        Total Spain                                54                  90            14,917               14,346      0.36             0.63
                                                                                                                        International                               -                   1                45                  33        -               3.03

                                                                                                                        Total Caja Madrid
                                                                                                                        Group                                      54                  91            14,962               14,379      0.36             0.63

                                                                                                                      * Note: Data recalculated for 2007 including employees who have left the Group voluntarily as staff turnover.

Social Responsibility 2008                      03. Professionals                                                                                                                                                                                             27
    and equal                                                                                                  Health
    opportunity                                                                                                and safety
    In Caja Madrid the commitment to diversity and        equality. Noteworthy in this regard, women now       Caja Madrid operates a management system for
    equal opportunity affects every person in the         account for 46% of the workforce and a full 60% of   the prevention of occupational hazards to ensure
    organisation without regard gender, ethno-cultural    the new persons joining the organisation.            our employees, suppliers and customers have             Hands
    background or religion.                                                                                    the best health and safety conditions, above and        María del Pilar San Felipe Izquierdo
                                                          The Caja Madrid family of professionals              beyond those required by law. In 2008 the system        Branch 2231
    Last year the organisation underwent a diagnosis      now encompasses people from 31 different             was again audited by an outside firm, and the
    by independent experts as a preliminary step
    toward implementing our Equality Plan, and
                                                          nationalities. Such workforce diversity is a key
                                                          factor that enriches the personal and career
                                                                                                               audit report reflects that the preventive planning is
                                                                                                               properly done pursuant to the principle of placing      Assessment
    employee representatives were approached
    to reach a consensus on the plan and on a
                                                          development of employees, while allowing us
                                                          to make sure our non-Spanish customers are
                                                                                                               prevention at the forefront throughout the entire
                                                                                                               organisation.                                           of occupational
    protocol for preventing sexual and other forms of
    harassment on the job.
                                                          served by persons who are familiar with their
                                                          language and culture.                                Staff participation in the system is done through       hazards
                                                                                                               the National Health and Safety Committee, with 15
    In 2008 Caja Madrid was once singled out as                                                                members representing the company and another            This is the starting point and a core component
    an “Equal Opportunity Partner” in the Óptima                                                               15 representing staff. The Committee delegates          of the occupational hazards prevention system.
    Programme of the Spanish Ministry of Labour                                                                authority for these matters to 34 local prevention      The system features an in-house methodology
    and Social Affairs. The distinction is a testament                                                         officers, who work to enhance employee                  for evaluating each work centre with checklists to
    to our vigorous ongoing commitment to policies,                                                            cooperation in complying with the applicable            cover all positions and working conditions. Some
    measures and procedures that promote gender                                                                regulations and standards.                              499 workplaces were evaluated in 2008.

                                                                                                               An annual prevention plan is thus drawn up and,         Every year checks are run on a sampling of
                                                          Drop by drop                                         after being studied and discussed with worker’s         centres to ensure that any hazards detected
                                                          Epifanio García Martín                               representatives, is implemented in a variety            are being correctly managed, and to ascertain
                                                          Branch 1706                                          of initiatives and actions to avoid occupational        whether any new hazards have emerged as
                                                                                                               hazards. Work in 2008 also focused on optimising        a result of modifications to sites, equipment,
                                                                                                               the communication circuits used to keep                 workflow organisation or workstation conditions.
                                                                                                               interested parties in and out of the company
                                                                                                               informed on our workplaces.                             Accidents at work are carefully documented
                                                                                                                                                                       and investigated to determine their causes, so
     Ana de las Heras Rebollo                                                                                                                                          measures can be proposed and taken to prevent
     0683 - Organisation                                                                                                                                               their recurrence.

Social Responsibility 2008                      03. Professionals                                                                                                                                                           28
    occupational                                                                                              Freedom
    health                                                                                                    of association
    The preventive occupational healthcare system        Specific campaigns                                   For Caja Madrid, freedom of association also           At presence, there are seven trade union sections
    uses different means to assess the state of health                                                        means equality of treatment and opportunity, in        present in Caja Madrid, reflecting the outcome of
    of each individual. This enables epidemiological       Blood donation campaign: Caja Madrid               that no employee may be discriminated against          the November 2006 union elections.
    studies to be carried out, while facilitating the      continues to collaborate with the Madrid           for being a trade union member or representative.
    design of specific actions to preserve and improve     Regional Government, hosting visits from           In fact, when employee representatives are 100%
    employees’ health.                                     the Salud Madrid Transfusion Centre at the         occupied with trade union duties, they still enjoy
                                                           medical services in our main buildings so that     exactly the same conditions as when occupying
    Regular medical check-ups                              employees can voluntarily give blood.              their post (training, professional development,
    Appointments for medical check-ups are made                                                               performance-related pay, etc.).
    through the e-personas portal, so staff can            Preventive campaigns: help with giving up
    schedule the most convenient time for them from        smoking (at the employee’s request), anti-flu      An open, transparent dialogue is maintained
    their workstation or home computer.                    vaccination, anti-tetanus vaccination and health   with workers’ representatives, based on mutual
                                                           education.                                         commitment and shared responsibility for
    Protocol for medical checks                                                                               seeking the betterment of staff working and social
    A protocol has been drawn up for medical                                                                  conditions. As part of this dialogue, the company
    examinations to detect early signs of exposure                                                            holds monthly meetings with each trade union
    to occupational hazards. This means checks are                                                            represented.
    geared to the circumstances of the individual
    employee, as well as being considerably more                                                              This dialogue and spirit of mutual responsibility is
    thorough than those prescribed by government                                                              borne out in the 79 enterprise-level agreements              Untitled
    health and safety agencies.                                                                               signed between 1996 and 2008, with working                   Margarita Palmer Vidal
                                                                                                              conditions that improve on the terms of the                  Branch 8974
    Prevention awareness                                                                                      industry-wide collective bargaining agreements,
    Through the e-personas portal, all employees                                                              particularly in the areas of professional promotion
    have access to health matters, current issues and                                                         and development, the results evaluation system,
    educational articles on the prevention of diseases                                                        supplementary pension schemes, individualised
    such as cervical and skin cancer, etc.                                                                    working hours per centre, favourable terms for
                                                                                                              employee loans and advances, partial and early
                                                                                                              retirement schemes, and others.

Social Responsibility 2008                     03. Professionals                                                                                                                                                         29
    balance and                                             Working
    employee benefits                                       time                                                 Leaves
    Caja Madrid is convinced of the value of flexible        25 working days of paid holiday per year            Paid extraordinary leave of up to 10 days a year    Caja Madrid again improves on the statutory
    working conditions and of providing a family-                                                                in exceptional cases, with the days required duly   entitlement by extending such leave to
    supportive structure and makes great efforts to          Further to the Equality Committee’s focus on        accredited.                                         (accredited) cohabiting couples.
    help staff develop their full potential and reconcile    work-home life reconciliation matters, staff will
    their home and work lives.                               have one extra free day in 2008, 2009 and 2010      Unpaid leave of up to six months in exceptional     Loyalty reward leave employees are entitled
                                                             to be taken at their discretion.                    and duly justified circumstances. These             to one extra day off per year after 15 years of
    The measures in place are available to all                                                                   leaves may be requested every two years, and        service, two days after 25 years and three days
    employees. Diversity-sensitive policies and those        Shorter working days Caja Madrid offers             improvement over the four year minimum              after 35 years.
    favouring equal opportunity are particularly prized      several improvements over the statutory             stipulated in the CBA.
    within our organisation’s continuing tradition of        conditions:
    creating stable, quality employment.                                                                         Nursing leave for children under nine months.
                                                               Shorter days to care for a minor or a             Eligible employees have the option of replacing
    With these considerations in mind, Caja Madrid             physically or mentally disabled person in the     this one hour leave with:
    has established a series of measures to help staff         employee’s family (to the second degree).
    reconcile their personal and working lives that                                                               A paid leave of ten calendar days (to be taken
    enlarge and improve upon the rights mandated               Shorter hours for birth of premature children.     immediately after maternity leave) plus
    in the applicable laws and collective bargaining                                                              another five working days during the baby’s
    agreements.                                                                                                   first year.

                                                                                                                  Equivalent entitlement in full days.               Energy
                                                                                                                                                                     Óscar Jose Cora Neyra
                                                                                                                 Employees with two children may replace the         0581 - West Madrid Business Office
                                                                                                                 nursing hour with a paid leave of 20 calendar
                                                                                                                 days plus 10 working days, and those with three
                                                                                                                 or more youngsters may take 25 calendar days
                                                                                                                 plus 15 working days.

                                                                                                                 This same leave is available to employees who
                                                                                                                 adopt children up to the age of ten
    Sebastián Martín Baeza
                                                                                                                 Leave for hospitalised children up to the age of
    Branch 2815
                                                                                                                 14 years.

                                                                                                                 Leave for death or grave illness of family
                                                                                                                 members related up to the second degree.

Social Responsibility 2008                       03. Professionals                                                                                                                                                     30
    Unpaid                                                    Employee loans                                         Education
    extended leaves                                           and advances                                           subsidies
      Maternity/paternity extended leave:                      Loan for purchase of main residence: starting         Employee education assistance for text books       Social Security entitlement). The individualised
                                                               from a minimum of 208,400 euros (revised              and tuition charges, covering up to 90% of the     quarterly contributions are equivalent to
        Up to a maximum of three years from the birth.         annually for inflation) and a maximum of five         accredited costs, subject to a maximum of          10% of the employee’s fixed salary and 4% of
                                                               years’ pay. Interest rate: 55% of the Euribor.        €1,800, for academic contents related to the       performance-related pay.
        Option of splitting this leave into two or shorter                                                           activities of savings banks, post-graduate
        periods.                                               Employee loans for sundry purposes:                   studies and school certificates for university     Christmas hamper for retirees and current staff alike.
                                                               maximum of 36,000 euros, with repayment               entrance.
                                                                                                                                                                        Activities for children: reducational, cultural and
        Entitlement to childcare or pre-school study           timetable of up to 10 years. Interest rate: 100% of
                                                                                                                                                                        recreational programmes and activities during
        subsidies for other children during the first year.    the Euribor.                                          Educational subsidies for children of employees:
                                                                                                                                                                        holiday periods for the children of employees, at
                                                                                                                     €450 for families with children of between 3 and
                                                                                                                                                                        special prices, partly subsidised by the organisation.
        Full coverage of the vacant position, to facilitate    Interest-free advances of three or six months’        23 years who are not gainfully employed. When
        take-up.                                               pay.                                                  completion of such studies requires living away
                                                                                                                     from home, the subsidy is double the above         Providential benefits,
      Leave to care for family members up to the               Home purchase mortgage loan of up to 110% of          amount.                                             Widowhood: widows/widowers of employees
      second degree                                            the investment or appraised value, whichever                                                              receive a lifelong, inflation adjusted annuity of
                                                               is lower, for transactions in addition to the         Childcare aid for pre-schoolers: €750 gross.        40% of the employee’s fixed salary.
        Two years when the relative is unable to fend          CBA loan. Other transactions: up to 85% of the
        for him/herself due to age, accident or disease        appraised value. Repayment term of up to              Education subsidies for the disabled: €3,300.       Orphanhood: 25% of the employee’s fixed salary
        and is not gainfully employed.                         40 years with cut-off at age 70. Interest rate:                                                           for each child up to age 23.
                                                               Euribor + 0.39.
        Option of splitting this leave into two or shorter
        periods.                                               Temporary bridging facility for the purchase of
                                                                                                                     Other employee                                      Permanent total disability: 75% of fixed salary
                                                                                                                                                                         on a lifelong basis.
      Voluntary extended leave for a minimum of four
                                                               a principal residence: loan until old home is
                                                               sold. Repayment calendar of up to 36 months.
                                                                                                                     welfare benefits
                                                                                                                                                                         Major disability: 75% of fixed salary on a lifelong
      months and a maximum of five years. Can be               Interest rate: Euribor + 0.39.                        Health insurance scheme for all Group               basis.
      applied for every four years.                                                                                  employees (100% subsidised) and their spouses
                                                               Zero fees: on the employee’s salary direct            and children (30% subsidised).                     Life insurance.
      Study leave of up to one year for a master,              deposit account for securities sales or                                                                  Accident life insurance.
                                                                                                                     Emergency payments: for staff, their spouses
      doctorate or higher studies envisaged in the             purchases up to €36,060, up to a maximum of           and/or children in exceptional cases which do      Accident insurance for work-related journeys.
      CBA. Employees maintain the right to return to           15 trades                                             not enjoy standard healthcare cover and cause
      their position. Available to employees with over                                                                                                                  Special discounts on all kinds of services (e.g.
                                                                                                                     demonstrable economic hardship..
      two years’ actual service in the organisation who                                                                                                                 Mapfre Multiservicios insurance premiums)
      have not enjoyed such leaves in the preceding                                                                  Pension plan: to cover future retirement with an   through the Caja Madrid Group’s dedicated staff
      seven years.                                                                                                   external pension scheme (supplementary to the      portal, e-personas.

Social Responsibility 2008                         03. Professionals                                                                                                                                                             31
    employee                                             Working
    satisfaction                                         for society
    Caja Madrid sees staff satisfaction readings as      Caja Madrid makes a special effort to involve        Volunteer information point                         Publicising of Obra Social, Fundación and
    an invaluable resource. It operates a number         its professionals in social initiatives to foster    This service is designed to advise each volunteer   Sponsorship activities
    of systems to survey the organisation’s              volunteer work and a keener awareness of the         or potential volunteer on the kind of activity or   A programme that seeks to give internal publicity
    work climate and record people’s views and           social needs of our day.                             non-profit organisation they are looking for, and   to Obra Social, Fundación and Sponsorship
    experiences regarding different aspects of Group                                                          which ones are currently in need of temporary or    activities so staff and their families can get actively
    management.                                          Staff fundraising                                    permanent volunteers.                               involved.
                                                         Whenever major humanitarian crises occur, Caja
    The tools used include annual surveys of             Madrid opens special current accounts where staff    Fair trade store
    branches with regard to the perceived quality                                                                                                                 Internal communication
                                                         can make contributions that are distributed to the   Selling a variety of ethically manufactured items
    of the support received from central services.       non-governmental organisations (NGOs) working                                                            All issues of in-house magazine La Caja feature
                                                                                                              from producer communities in Africa, South          articles about employees’ experiences as
    In the human resources area, the key factors         on the ground. Follow-up calls for funds also go     America and Asia as part of the campaign to         volunteers, including calls for support and contact
    considered are expertise and guidance, accuracy      out every three months.                              ensure all people a decent future and to support    details. .
    of information, ease of contact, turnaround time
                                                                                                              fair trade practices.
    on requests for advice and general treatment.

    The graph below depicts the overall results of
    these surveys in the last eight years:

    The strong upward climb in the satisfaction score
    is quite clear, having doubled (from less than 38%
    to 76%) since the first year of measurement.

    The human resources representatives that cover
    all branches constitute a permanent channel for
    information and analysis on the work climate/
    atmosphere, thanks to their proximity to and
    familiarity with employees.

    The results obtained in the surveys and the
    areas targeted for improvement by the human
    resources representatives serve as the basis
    for proposing specific measures to improve
    satisfaction amongst our people.

Social Responsibility 2008                    03. Professionals                                                                                                                                                             32

inclusiveness and
      million customer
        a net work of
  branches at our customers

    more than 3,000
     million euros
    of financing to Spanish
businesses on favourable terms
    Caja Madrid
    Degree of progress:                 Initiated               In progress              Completed

    COMMITMENT 2008                                                                                                                                  COMMITMENT 2009
    Launch of a dedicated web page for the senior segment.                The portal for our individual retail customers now features a specific
                                                                          area for the elderly, with products and services adapted to their needs.   Achiever further improvement in the service by continuing to add
                                                                                                                                                     more countries to the remittance destination list.
    New products for euro residents, new cards incorporating social       Down’s Syndrome Business Card and Paralympics Card.
    benefits.                                                                                                                                        Step up efforts to design and improve products and services for
                                                                                                                                                     the immigrant population.
    Sponsorship of integration events with immigrants.                    Exclusive sponsors of the 2nd Integra Fair for immigrants, with stands
                                                                          from 180 companies. The event was a huge success, with 85,000
                                                                          visitors, nearly 18% more than the previous year’s 70,000. The invited     Continue offering personalised attention to different customer
                                                                          country this year was Ecuador.                                             segments.

    More countries added to the remittance service list.                  To continue bringing new countries into the system, according to the       Implementation of a plan in the entire retail network to give advise
                                                                          needs of our customers. Paraguay and Panama were added this year.
                                                                                                                                                     and personalised solutions for persons having trouble keeping up
                                                                          Signing of new agreements to make new cash points available to our
                                                                                                                                                     with their loan payments.
    Materiality project.                                                  Stakeholder consultation and engagement process continued, with            Continue offering value to the communities where Caja Madrid
                                                                          new initiatives:                                                           operates by helping them generate prosperity.
                                                                              Customer satisfaction surveys: The yearly satisfaction perception
                                                                              studies included questions for customers on our social projects and
                                                                              products and on how we manage our social responsibility.

                                                                              Focus groups with customers: A qualitative study was carried
                                                                              out involving meetings with customers to know their concerns,
                                                                              expectations and needs. These focus groups have given us perspective
                                                                              on Caja Madrid’s social responsibility management performance and
                                                                              possible improvements.

Social Responsibility 2008                           04. Customers                                                                                                                                                          34
    Customer                                                                                                        Customer care
    management                                                                                                      and quality
    In offering our products and services Caja Madrid       to give them access to credit and to banking            Caja Madrid has a proven track record of making
    has always been guided by our concern for the           distribution channels.                                  attention to offering customers a personalised
    society we live and do business in, all the more                                                                and quality service a paramount concern. This
    in the current economic situation. That is why the      The design of socially aware products and               commitment to excellence drives Caja Madrid
    Caja Madrid commercial policy is guided by the          services, applying favourable terms to social           to make quality a key differential element in our
    following principles:                                   groups faced with difficulties in obtaining             business and is embodied in a variety of initiatives
                                                            financing and to small businesses to foster             to implement quality standards and models and
      Marketing anchored in a culture of customer           their development, or directly earmarking               guidelines for how our professionals should strive
      service quality, staff training to ensure delivery    some of the income generated on certain                 to carry forward our organisation’s core values in
      of the right advice and the professionalism           products for donation to non-governmental               this respect.
      of commercial teams to achieve maximum                organisations (NGOs).
      customer satisfaction.                                                                                        The search for continuous improvements requires
                                                            Transparent, ethical communication and                  the use of multiple communication channels in
                                                                                                                                                                           A walk through the clouds
      Ensuring that vulnerable social groups are not        advertising material at the heart of the relationship   order to ascertain our customers’ expectations
                                                                                                                                                                           Cristina Rubio Moreno
      excluded from financial services by working           of trust between Caja Madrid and its customers.         and adapt our products and services accordingly.       Branch 1519 - Businesses
                                                                                                                    Customer trust is the bedrock on which to build
                                                                                                                    long-term relationships with clients that meet
                                                                                                                    their concrete needs, while delivering satisfactory
                                                                                                                    solutions to their more intangible requirements of
                                                                                                                    quality and security.

Social Responsibility 2008                      04. Customers                                                                                                                                          35
    Personalised                                                                                                  Service
    care                                                                                                          quality standards
    In view of the current economic situation, a plan           the loan, modifying the repayment method,         Caja Madrid actively pursues excellence in all its       aligning companies in the region around agreed
    has been implemented in the entire commercial               revising interest rates, flexible payment terms   activities, with the conviction that while corporate     standards of quality. The seal goes to companies
    network aimed at offering advice and personalised           in the first 24 months and the possibility of     earnings are obviously important, the way you attain     that make a strong commitment to innovation
    solutions for customers who are having trouble              qualifying for ICO aid.                           them also counts.                                        and improvement and the satisfaction of their
    paying off their debts. The plan involves the                                                                                                                          staff, while actively contributing to the social and
    following basic initiatives:                             Creation of six specialised support centres,         We therefore use a range of quality yardsticks and       economic development of Madrid Region. In the
                                                             specifically in Madrid, Barcelona, Valencia and      benchmarking tools to ensure high service quality and    first edition of the Madrid Excelente Consumer
      Early management in branches of potential              Seville.                                             management excellence:                                   Confidence Awards, Caja Madrid came out the
      payment difficulties, which has been                                                                                                                                 winner in the “Large Companies” category.
      strengthened with new tools, procedures and            Creation of guidelines and training manuals to       EFQM
      products to boost the branch network’s ability to      give Groups professionals the support they need      The European Foundation for Quality Management           CMMI Standard
      find a solution that allows the customer to adjust     to design and deliver personalised solutions for     (EFQM) model is an analytical tool based on              In 2008, Caja Madrid earned the Capability
      their loan instalments to their current payment        customers.                                           indicators of business excellence. In 2007, Caja         Maturity Model Integration (CMMI) level 3
      capacity.                                                                                                   Madrid renewed its European Excellence 500 + Seal        certification for excellence in the development
                                                           In addition, Caja Madrid continues developing          for a further two years on scoring more than 500         of information systems. It was the first company
        One of the noteworthy measures in this regard      commercial portfolios to address customers’            points according to the model. This recognition was      in Spain and only the fourth financial institution
        is the development of an online simulator for      potential expectations and attend to them              granted by the organisation for the first time in 2005   worldwide to attain a level 2 rating in this
        the branch network that processes information      individually with their own personal manager.          and represents the highest distinction for corporate     international model, a major achievement
        on the customer’s present operations,                                                                     excellence at the national and European level, held      considering it is a savings bank and not a
        employment situation and maximum                   Specialised advising is made possible by the           by only 20 Spanish companies at the present time.        software developer.
        instalment that can be paid at present in order    emphasis of ongoing training of our professionals
        to recommend an instalment-adjustment              and major outlays for technologies such as the         QUALITY MANAGEMENT SYSTEM                                ISO 27002
        solution that combines extending the term of       Personal Advisor, a powerful tool that helps
                                                                                                                  ISO certificates endorse the management quality          Caja Madrid was the first Spanish financial
                                                           advisors design and offer the solution best suited
                                                                                                                  of seven business areas in Caja Madrid, with             institution certified to ISO 27002, originating in
                                                           to the individual profile and concrete financial
                                                                                                                  Obra Social, Telephone Branch, Tasamadrid,               British Standard BS7799-2:2002, which accredits
                                                           requirements of each customer.
                                                                                                                  Caja Madrid Pensiones, Gesmadrid, External               world class standards and professionalism in
                                                                                                                  Payrolls and Pensions and Securities Services all        the security management of IT systems and
                                                           In 2008 we added a new retirement planning
                                                                                                                  currently certified to ISO 9001:2000. The design and     platforms. This recognition consolidates our
                                                           service that allows clients to determine how
                                                                                                                  management processes of the Telephone Branch             status as a technology leader in Spain.
                                                           much they must save in order to attain a certain
                                                                                                                  were certified for the first time in 2008, and all of
                                                           level of income in their retirement, based on the
                                                                                                                  previously certified areas were successfully audited
                                                           customer’s personal investment preferences.
                                                                                                                  once again by the external certifying agency.

                                                                                                                  MADRID EXCELENTE
                                                                                                                  Caja Madrid has held the Madrid Excelente seal
    Reflections                                                                                                   since it was first introduced in 2001, and renewed
    Javier Ignacio Aquiso Gutiérrez                                                                               it once more in 2008. This is an initiative sponsored
    Branch 2274                                                                                                   by the Madrid Regional Government with the goal of

Social Responsibility 2008                      04. Customers                                                                                                                                                                     36
    Q+Programme                                           confidence
    The Q+ programme embraces a set of good               As part of the drive to make management quality        standards set in the Customer Care Quality Plan.   Part of these efforts include the “Plan 50+”
    practices in the quality and customer service         a key differentiating factor in Caja Madrid, the       The 2008 results of the “mystery shopper”          project first begun in 2004 to pursue specific
    areas that are transmitted to every member of the     objectives charted for all branches and offices        sector study point to further strengthening of     actions to boost satisfaction in those branches
    organisation.                                         include satisfactory results in customer opinion       the improvement achieved in 2007, keeping Caja     which customer surveys indicate have the
                                                          polls regarding service quality.                       Madrid ahead of our main competitors on this       most room for improvement. The success of
    Part of the programme consists of the Q+ awards,                                                             measure.                                           the project is quite clear: in 2008 the branches
    an internal distinction that identifies and rewards   Knowing the customer’s expectations and                                                                   targeted for improvement in “Plan 50+” boosted
    centres that stand out for excellence in the          perception of our service is crucial for being able    All results of the different yardsticks used are   their average score in the satisfaction surveys
    services they provide. In 2008 the award was given    to carry out improvements in our organisation.         taken into account in charting and carrying out    by 10 points, compared with the overall Caja
    to 27 centres.                                        With this in mind, in 2008 more than 135,000           improvement plans aimed at increasing the level    Madrid increase of 1.8 points).
                                                          surveys were conducted of our customers.               of customer satisfaction.
    In addition, the information obtained on the best
    practices carried on by the Q+ centres serves as a    All were intended to pinpoint the specific needs
    model for crafting recommendations to guide the       of the different customer segments in their
    action of all organisational units.                   interaction with the Caja Madrid channels used to
                                                          provide them the services they demand (branches,
                                                          Internet, self-service terminals and telephone
                                                          banking), followed up by analysis of their degree of
                                                          satisfaction with the key retail products (deposits,
                                                          investment funds, pension plans …).

                                                          The 2008 results were very positive overall,
                                                          particularly in the channels and segments
                                                          previously identified as offering the most
                                                          opportunities for improvement. These results bear
                                                          out the positive impact of the initiatives taken by
                                                          different units in the Caja Madrid organisation.

                                                          The characteristics most appreciated by customers
                                                          were once again the telephone banking service
    Sunflower                                             and professionalism in dealing with customers.
    Pilar Navarro Cuesta
                                                          The “mystery shopper” exercises allow us to
    0477 - Real Estate And Construction                   obtain an objective view of the quality of the
                                                          service that Caja Madrid delivers to our customers,
                                                          while providing a check on compliance with the

Social Responsibility 2008                     04. Customers                                                                                                                                                           37
    Continuous                                                                                                                                                            Accessible
    improvement                                                                                                                                                           channels
    A cornerstone of Caja Madrid’s commitment to                                                                   Pursuing initiatives to boost customer                 Physical accessibility of branches
    continuous improvement is how seriously we take                                                                understanding of the financial world that are          The NOS manual defines a model layout for
    complaints, claims and suggestions, which we                                                                   adapted to their individual profiles and the needs     branches and all their elements which fully
    regard as a valuable source of information straight                                                            that characterise their specific stage in their        complies with accessibility conditions for the
    from our customer base.                                                                                        working lives.                                         disabled.

    Part of the mission of the Customer Care Service                                                               Establishing distribution channels that can be         Geographical accessibility
    (CCS) is to study the handling of every claim to                                                               used by people with different types of physical
                                                                                                                                                                          Caja Madrid operates 2,136 offices throughout
                                                                                                                   and visual disabilities, or living in outlying towns
    make sure that Caja Madrid has fully respected                                                                                                                        Spain, including 193 branches and 310
                                                                                                                   or rural areas.
    the rights and interests of claimants, and the letter                                                                                                                 automated teller machines (ATMs) to respond
    and spirit of our commitments to them.                                                                                                                                to our customers’ financial needs in the more
                                                                                                                                                                          underpopulated towns (less than 10,000
    The CCS informs the rest of the organisation on               Shine                                                                                                   inhabitants) or economically distressed
    all operational and commercial incidents brought              David García Martín                                                                                     communities, in some cases regardless of the
    to light in the claims so that they are taken into            Branch 44000                                                                                            turnover they actually generate. It also operates
    account in our efforts to continuously improve                                                                                                                        a fleet of five “Ofibuses” that make regular
                                                                                                                                                                          calls to senior citizens’ residences, university
    service quality. Read more
                                                                                                                                                                          matriculation days, cultural and sports events.
    In 2008, an average of one claim was received for
    every 140,000 operations carried out. Notably, only     Accessibility                                                                                                 Portal accessibility
                                                                                                                                                                          The portals for retail customers (“Particulares”),
    3.5% of the complaints received were later taken
                                                            Caja Madrid understands that bank usage is a                                                                  Obra Social and Fundación Caja Madrid all hold the
    to supervisory authorities, a testament to the high
                                                            fundamental right of every individual regardless of                                                           AA certificate awarded by CTIC (Centro Tecnológico
    level of acceptance shown by claimants of the
                                                            his or her physical or social situation.                                                                      de la Información y la Comunicación) in recognition
    responses offered by Caja Madrid.
                                                                                                                                                                          of their high level of accessibility for the visually
                                                            Spurred by the present economic situation, we         Mirages                                                 impaired.
    Suggestions received from customers are                                                                       Juan Domingo Acebes
                                                            have taken action on three fronts to step up our
    considered in the design of our process,                                                                      Branch 1120                                             ATM accessibility
                                                            initiatives to enhance accessibility to financial
    whenever possible and advisable, and managing           services:                                                                                                     Caja Madrid was a first mover in adapting its
    suggestions well is another dynamic contributor                                                                                                                       ATMs for visually impaired customers. The new
    to furthering excellence in our services. Since           Designing social products for economically                                                                  system, a pioneer in Spain, is being improved and
    2003, “Your Idea Counts” has served as a channel          vulnerable groups and promoting wealth                                                                      rolled out to the entire ATM network, equipping
    for active dialogue with customers. To date some          creation through support for small businesses.                                                              the machines with headsets through which clients
    1,000 prizes have been given to the more than                                                                                                                         hear the same information as displayed on screen.
    8,500 suggestions received under the programme.                                                                                                                       Steps are now being taken to facilitate access to

Social Responsibility 2008                       04. Customers                                                                                                                                                                38
    other groups like wheelchair users or people of        Caja Madrid pays special attention to selected         Seniors                                                Universities
    short stature.                                         segments, like children, young people, seniors,        The over sixties have their own specialist range       Caja Madrid has a line of loans, with easy
                                                           foreign nationals, to which it offers better-than-     including pension deposit facilities, loans,           repayment terms, for the completion of master’s
    La Casa Encendida                                      market conditions and services with a clear value-     pension service, telephone helpline etc., so they      and other postgraduate courses, payment of
    This cultural centre has taken its place amongst       added component.                                       can get on with enjoying life. In the seniors area     university tuition or as advances on grants.
    the leaders in offering educational and culture                                                               of, our elderly customers            Low-interest loans are also available to teachers,
    activities, with strong emphasis on social causes      Our youngest public                                    can find a complete range of segment-specific          administrative personnel and other staff at public
    and the environment. It welcomes and facilitates       “Mi cuenta y Yo” for the under sixes, without          products, activities and services of Obra Social and   universities in the Madrid Region.
    access to the disabled thanks to the accessibility     charges or commissions. The child can keep this        Fundación Caja Madrid’s, and the new channel,
    management system established there, fully             account up to the age limit and then switch it over    Descuentos Desafío, with information on discounts      Interest-free, no-fee loans are also made available
    compliant with the UNE-170001 accessibility            to a “Cuentas Tú”.                                     and exclusive offers available only to Caja Madrid’s   under the ICO Plan Avanza line for young adults,
    standard.                                                                                                     elderly customers.                                     university students and the general public in a
                                                           The “Cuentas Tú” savings book offers youngsters                                                               scheme aimed at encouraging their take-up of
    Channel personalisation                                from six to eighteen some useful financial             Foreign nationals                                      information technology.
    One way to facilitate channel take-up is to offer      advantages – zero commissions and a special            The product and services offering for the rapidly
    customers advanced personalisation tools, so           interest rate to reward their first steps in saving.   growing community of foreign nationals residing        In addition, Caja Madrid has established an
    they can set up their interface according to their     Holders also have the right to free education          in Spain was enlarged and strengthened in 2008.        agreement with the Mutualidad Pro-Minusválidos
    preferences. This function is currently available in   insurance.                                             New channels were brought on stream, while new         Psíquicos for preferential credit lines for
    the Internet Branch (in its individuals and business                                                          destination countries were added to the remittance     beneficiaries of this association for the mentally
    versions) and ATMs.                                    Teens and young adults                                 service.                                               disabled, to pay for home adaptation and the
                                                           In 2008, Caja Madrid’s youth portal www.cmcool.                                                               purchase or adaptation of motor vehicles for people
                                                           es, continued its expansion as one of the leading      These customers can also apply for a new               with special needs.
                                                           websites of its kind. In addition to its attractive    personal loan scheme to finance home purchases
                                                           lineup of CMCool dedicated products, the site          in their country of origin. Caja Madrid also has an
                                                           has begun offering assistance so young adults          agreement with Avalmadrid to offer advantageous
                                                           can rent a place to live on their own. The portal’s    loans to self-employed immigrants.
                                                           offering of recreational activities and discounts
                                                           was strengthened, especially in relation to            In 2008, this customer segment was also targeted
                                                           educational opportunities and tickets to shows,        for specific sponsorship activities in relation to a
                                                           concerts and other leisure events. CMCool is an        variety of events, such as the INTEGRA fair, where
                                                           important channel for publicising the Obra Social      Caja Madrid acted as official sponsor.
                                                           and Fundación Caja Madrid activities addressed to
                                                           the younger public.

Social Responsibility 2008                      04. Customers                                                                                                                                                                 39
    Support for                                                                                                     Social
    small businesses                                                                                                housing
    Caja Madrid works to make financing terms                   Agreement with Foment del Treball Nacional:         Caja Madrid actively collaborates with the housing      Caja Madrid continued to collaborate with the
    as accessible as possible to new businesses                 For enterprises, entities and associations          plans of central and regional governments and           government of the Balearic Islands to finance
    and promote the development of small and                    in Catalonia affiliated with the Catalan            other public agencies.                                  first-home purchases by young people, through
    medium enterprises as its contribution to the               confederation of business organisations Foment                                                              the Primera Hipoteca de les Illes Balears
    growth of Spain’s entrepreneurial fabric. This is           del Treball Nacional.                               Noteworthy in this regard was the renewal for           programme.
    done through a large number of agreements,                                                                      the third straight year of the agreement with
    highlighted by:                                             Agreement with the Instituto de Fomento de la       the Madrid regional government of the Hipoteca
                                                                Región de Murcia (INFO): Targeted at businesses     Joven product to help give young people their first
       Agreement with the Madrid Regional Young                 and entrepreneurs operating in the Murcia Region.   experience in home ownership. Around 21,200
       Entrepreneurs Association: This agreement                                                                    home purchases have been financed to date with
       establishes a series of financial advantages in          Participation in Fundetec: Aimed at encouraging     these mortgages, making Caja Madrid a reference
       products designed for young entrepreneurs                take-up of new information technologies among       lender among young people in the region.
       looking to grow their business by improving              businesses and self-employed professionals.
       their business administration capabilities and                                                               Since the beginning of the year, Caja Madrid also
       financing.                                               Agreement with CEIM and the Madrid Chamber          collaborated with the Spanish Ministry of Economy
                                                                of Commerce: A programme to support Madrid-         and various regional governments in managing
       ICO Enterprise Promotion Line: A key initiative to       area small and medium enterprises with              a package of different direct aids from the central
       channel financing under preferential conditions          2,250 million euros to finance businesses and       government to help them rent their own homes.
       to small and medium-size businesses and                  contribute to their investment projects.
       independent contractors, with the sole objective                                                             Other important housing-related actions included:
       of favouring the development and growth of               Agreement with the European Investment Bank                                                                 Solidarity - Never Alone
       such enterprises. In 2008, the Caja Madrid               (EIB): Beneficiaries can tap a 200 million euros      Construction of subsidised homes and homes to         Roberto Martín Sanz
       Group climbed to the fifth spot in the ranking of        credit line to finance their business projects        be rented out with a purchase option as part of       0690 - Labour And Social Relations
       financial institutions that distribute this product.     on favourable terms. These credit facilities are      the Madrid Regional Government Housing Plan.
                                                                targeted at small and medium enterprises, the
       Agreements with Avalmadrid: The three lines              self-employed and independent contractors.            Financing home purchases by foreign nationals
       of financing on favourable terms support                                                                       living in Spain who wish to buy a property in their
       immigrants, business start-ups and groups at             ICO Plan Avanza TIC Loan Line: These interest         country of origin with a loan arranged in Spain.
       risk of social exclusion, to boost the economy           free and no-commission loans foster take-up of
       in the Madrid area, in addition to helping help          information technologies.                             Loans to owners’ associations to undertake the
       female entrepreneurs set up their first business                                                               reforms prescribed in the official programme of
       as a means of furthering women’s entry into the        Caja Madrid also participates in agreements with        technical inspections of buildings.
       labour market. In all, the three lines extended        mutual guarantee companies and the Instituto de
       nearly 200 million euros in financing to help          Empresa business school to offer special financing      Loans to tenants who have been assigned
       generate wealth in Madrid enterprises.                 on favourable terms.                                    homes managed by the Madrid Housing Institute

Social Responsibility 2008                        04. Customers                                                                                                                                                             40
    education                                             Portals
    Caja Madrid uses its different corporate portals to
    offer customers the opportunity to deepen their                 products and
    understanding of financial products, services and
    activities.                                                     services
       The Buscador Caja Madrid (buscador.                          Caja Madrid gives back to society a substantial, search engine portal includes               portion of the earnings raised from its financial
       areas such as “I have to plan my retirement”, “I             operations. In this sense, all our products and
       need an advisor” and “I’m going to buy a home”.              services have a social component.

       The “Individuals” customer portal (www.                      Although the current economic crisis has offers the information retail                 prompted Caja Madrid to focus heightened
       customers need to gain an in-depth grasp                     attention on economically vulnerable groups and
       of loans, investment funds, pension plans,                   on the needs of small companies to help boost
       insurance and other basic financial tools.                   business development, it continues to market
                                                                    socially aware products and services that:
       The “Aula” page on the Gesmadrid (www., portal provides information on                  Are designed taking social and environmental
       the world of investment funds.                                 questions into account.

       The senior citizen centres run by Obra Social                  Assign part of the profits generated to non-
       also host numerous activities in which elderly                 governmental organisations (NGOs) and
       members of the community can deepen their                      charitable organisations.
       financial knowhow.

       Meditation in Siem Reap temples (Cambodia)                   Untitled
       Patricia Calmuntia Arroyo0453 - Personal                     Francisco Ortiz Pérez De Ayala
       BankinG                                                      0698 - Training

Social Responsibility 2008                       04. Customers                                                          41
    Affinity cards that make
    a difference in society
     Caja Madrid offers a range of debit and credit cards that incorporate a social value-added over and above their financial function. Part of the revenue generated by these cards goes to support
     projects run by different NGOs and charitable organisations (“solidarity cards”) and cover the needs of population groups that quality for help (youth, elderly, immigrants).

                                   UNICEF Card                                                                                          Carnet JOVEN EURO< 26 CEUTA
                                   Holders of these cards know they are helping support UNICEF’s
                                   healthcare and educational projects, and its work on behalf of the rights of                          As part of its drive to align products and services with the needs and
                                   underprivileged children, thanks to the money regularly donated to UNICEF                            interests of the younger public, Caja Madrid launched the Carnet Jóven
                                   by Caja Madrid from the profits generated by the card’s use.                                         Euro<26 Ceuta, a debit card for 16 to 25 year olds resident in the city of Ceuta.
                                                                                                                                        Holder benefits include:
                                                                                                                                        * Discounts and special offers in Spain and 35 other countries on transport
                                                                                                                                        and at hotels, stores and cultural venues displaying the Carnet Joven logo. A
                                                                                                                                        list is available on .
                                   DOWN’S SYNDROME Card
                                                                                                                                        * Free travel assistance insurance.
                                   Ever since it was launched by Caja Madrid and the Fundación Síndrome de
                                   Down Madrid, this affinity card has attracted a large user base. Holders get to
                                   contribute to projects for the integration and development of people with Down’s

                                                                                                                                        Carnet JOVEN EURO< 26
                                                                                                                                        A debit card for young people between 14 and 25, marketed exclusively in
                                   DOWN’S SYNDROME BUSINESS Card                                                                        the Madrid region by Caja Madrid in collaboration with the Madrid regional
                                   Caja Madrid has brought onto the market a new affinity card that donates part                        government’s Directorate General for Youth Affairs. The card offers:
                                   of the revenues generated by card use to the Fundación Síndrome de Down
                                                                                                                                         * Discounts throughout Europe on travel and other activities and in a wide
                                   Madrid, an organisation that works to advance the integration and job placement
                                   of persons suffering from Down’s Syndrome. The target public for this specific                       range of museums and establishments.
                                   business card primarily consists of companies that collaborate with the Fundación                    * Shopping in all stores which accept the Visa brand, both in Spain and
                                   Síndrome de Down through the Stela project for job training and placement of the                     abroad.
                                   disabled, and companies and professionals sensitive to social issues.
                                                                                                                                        * Free travel assistance insurance.

                                   CMCOOL Card                                                                                          INTERMON-OXFAM Card
                                   CMCool is a card for younger people aged 24 to 35, a population segment                              With the INTERMON-OXFAM credit card issued by Caja Madrid, each time
                                   generally in need of easier access to financial products and services. The                           the holder makes a purchase, he or she is making a contribution to the
                                   card carries no issue charge and maintenance is free up to age 25; holders
                                                                                                                                        development projects led by Intermón-Oxfam, including their fast-response
                                   get a 2% discount on mobile phone recharges via Caja Madrid ATMs, the
                                   Internet Branch and the Mobipay payment system.                                                      humanitarian aid and rescue campaigns, such as medical attention in Gaza,
                                                                                                                                        efforts to control the cholera epidemic in Mozambique, and others.

Social Responsibility 2008                         04. Customers                                                                                                                                                            42
                             AQUÍ-ALLÁ (“Here & There”) Card                                                        DESAFÍO Card
                             This card addresses the special needs of the immigrant population, as a socially       The RENFE Dorada credit and debit cards issued by Caja Madrid to provide
                             disadvantaged group. AQUÍ-ALLÁ consists of two cards:
                                                                                                                    discounts on train fares and other advantages to the over sixty have been
                              * A debit card for the customer residing in Spain that not only performs the          renamed the Desafío card, with new and improved benefits for cardholders.
                             standard payment function, but can also be used to send money to their families        The card continues the advantages associated with its precursor Dorada card,
                             via the Caja Madrid ATM network.                                                       such as discounts of up to 40% on long and short-distance train travel, and
                             * A prepaid card for the beneficiary of these remittances, who can withdraw            now delivers additional benefits, such as an advanced legal protection service
                             them at branches or cash points in his or her country of origin, as well as using      and a second medical opinion service, all free of charge for the customer. The
                             the card for retail purchases.                                                         credit version of the card comes with free accident insurance.

                             Cards can be customised with the flags of the main countries of origin of our
                             customers: Bolivia, Colombia, Ecuador, Peru and Rumania.
                             Low costs combined with fast, worry-free transactions make this a keenly
                             competitive remittance medium.
                                                                                                                    PARALÍMPICOS Card
                                                                                                                    This is the first such affinity card in Europe designed to support Paralympic
                             The AQUÍ-ALLÁ card received the international OSCARD 2007 award for
                             innovation in payment cards, and has positioned Caja Madrid as a provider of           sports. Paralympics athletes, their families and any person who wishes to
                             choice among the immigrant community.                                                  support them can use this credit card, which, in collaboration with the Spanish
                                                                                                                    Paralympics Committee, allocates part of the proceeds to support sports
                                                                                                                    programmes and activities for disabled athletes. Since it was launched in 2008
                                                                                                                    before the Beijing Olympic Games, this card has recorded strong growth.

                             WOMEN ENTREPRENEURS Card
                                                                                                                    SOCIETY FOR THE PROTECTION OF ANIMALS AND
                             Launched in 2000 in collaboration with the Spanish Businesswomen’s                     PLANTS Card
                             Association, part of the proceeds go to funding training courses, seminars,
                             congresses, advisory services and job placement programmes for                         Caja Madrid also finds room in its social agenda to provide financial and other
                             enterprising women. The benefits of the Visa Mujeres Empresarias also                  assistance to voluntary groups working to preserve wildlife.
                             include free accident insurance.
                                                                                                                    This commitment is reflected in the card launched in 2003 with the Alicante
                                                                                                                    Society for the Protection of Animals and Plants

                             CARNET +26                                                                             UNIVERSITY Cards
                             Caja Madrid also offers the +26 card, in partnership with the Madrid Regional          Caja Madrid maintain an active presence on Madrid university campuses
                             Government. The 26 to 29 age group this card is aimed at can enjoy:                    through the student cards it issues. These cards, cost-free for the
                             * Discounts at a wide range of stores and other establishments in the Madrid Region.   cardholder, are also used for some of the services provided by the university,
                                                                                                                    as well as providing the standard financial services of prepaid, debit and
                             * Exclusive prize draws, gifts and promotions for +26 cardholders.                     credit cards.
                             * Free travel assistance insurance.

Social Responsibility 2008                    04. Customers                                                                                                                                           43
    Emergency                                                                                                   Socially responsible
    donation accounts Insurance                                                                                 investment
    Caja Madrid runs 68 donation accounts for             The current economic instability has swelled the      Caja Madrid’s goal in this area is to let customers know       Employee pension fund: the investment policy
    customers wishing to make a financial contribution    ranks of the jobless. Caja Madrid has responded by    that investment in companies that are profitable and           statement of the Caja Madrid Group staff pension
    to NGOs anywhere in the world through the Internet    offering our customers new products to deal with      operate to socially and ethically responsible standards        fund includes a series of ethical considerations, like
    Branch.                                               the difficulties associated with unemployment:        can be a valuable instrument for the betterment of our         excluding from the portfolio any assets of companies
                                                                                                                society.                                                       exploiting child labour, harming the environment or
    These accounts are all displayed in the “Services”    Nómina Protegida insurance: payment protection                                                                       otherwise in breach of fundamental human rights. The
    section of the Caja Madrid portal.                    in the event of unemployment. This insurance          To this end, it has built up a portfolio of socially           fund’s Control Committee has the power to add other
                                                          supplements the official unemployment or              responsible investment products and funds investing            exclusion criteria to the list as needed.
    Whenever humanitarian catastrophes strike,            temporary disability benefits, as well as providing   in companies with a positive impact on environmental
    appeals for donations are issued through all the      coverage for death by accident or cardiovascular      conservation:                                                  EIRIS: an IT application to guide occupational pension
    appropriate corporate channels.                       causes, plus the expenses of maintaining the                                                                         plans wishing to invest in a socially responsible
                                                          beneficiary’s home.                                   PRO UNICEF Solidarity Benefit Fund: belonging to               manner. The system is already operative in the pension
                                                                                                                the “Ethical/Ecological/Social Responsibility” category of     plans of the Madrid City Council, the Spanish Parliament
                                                          Protección de Pagos insurance: provides coverage      Spanish collective investment association Inverco, with        and Fondoandalsur (contributed to by the Municipal
                                                          for borrowers who have personal or mortgage           0.5% of management fees donated to UNICEF. The fund            Councils of Jerez de la Frontera, Trebujena, Chiclana de
                                                          loans from Caja Madrid. These policies help the       portfolio contains no holdings in makers of weapons,           la Frontera and Vélez Málaga).
                                                          insured pay the loan instalments in the event of      alcoholic beverages or tobacco products.
                                                          unemployment or temporary disability

                                                          Salud Elección: provides access to private
                                                          low-premium health insurance, guaranteeing
                                                                                                                                                              Assets (thousand euros)                                   Members
                                                          completely personalised medical attention, without     Pension plan                                 31/12/2008                                               31/12/2008
                                                          waiting lists and with the broadest primary care
                                                          coverage                                              Employees Caja Madrid                        672,396                                                      18,974
                                                                                                                Madrid City Council                          20,048                                                       30,281
    Cultural colour
                                                                                                                Andalsur                                     16,474                                                        3,128
    Ana Isabel López Ruizo
    0683 - Organisation                                                                                         Spanish Parliament                           3,619                                                         1,425

                                                                                                                Especially noteworthy were the following funds that invest in companies that manage natural resources:
                                                                                                                Caja Madrid Recursos Naturales: invests in companies that operate in renewable energies and the water industry.
                                                                                                                Caja Madrid Oro Azul: invests in the world’s top 10 water companies.

                                                                                                                                                              Assets (euros)                                            Members
                                                                                                                 Ethical funds                                31/12/2008                                               31/12/2008
                                                                                                                Pro UNICEF Fund                              2,611,036                                                       331
                                                                                                                Caja Madrid Recursos Naturales               2,770,870                                                       442
                                                                                                                Caja Madrid Oro Azul                         28,239,853                                                    1,932

Social Responsibility 2008                      04. Customers                                                                                                                                                                           44
    Security and
    data protection
    Technological development and an increasingly          Caja Madrid has been working in recent years to            Data control mechanisms, so each time a card is     Courses on all branch security-related matters are
    global and competitive economic landscape call for     expand its technological capabilities at the service       used its numbering is changed, to avoid copies of   available to new, temporary and permanent staff.
    new business models to protect and preserve the        of system and software security, implementing              the magnetic strip.                                 Employees can also watch a training briefing on the
    confidentiality of information. Caja Madrid sees the   best-in-market safeguards to ensure the integrity                                                              e-personas portal showing them how to prevent or
    safekeeping of business, customer and staff data       and confidentiality of all types of information.           SMS message alerts to confirming card               respond to theft, assault or fraud.
    as both a legal and an ethical imperative.                                                                        transactions or alerting to suspected fraudulent
                                                           The result was that Caja Madrid was the first              use.                                                Branches are equipped with the latest in security
    It has reworked its “Information Security Policy       Spanish financial institution certified to                                                                     technology, above and beyond the legally required
    and Guidelines” in line with the latest legislation    BS7799-2:2002, accrediting world class standards           Video recording cameras at all cash point.          standard, including:
    in this area: the Personal Data Protection Act         in the security management of IT systems and
    (known by its Spanish initials LOPD), Royal            platforms.                                                 Sensor and alarm control of front-door opening.       Digital closed circuit TV.
    Decree 994/1999 regulating security measures
    for automated filing systems containing personal
    data, the Information Society Services and             Security in                                                “My favourite operations” submenu option on
                                                                                                                      main ATM menu for faster error-free use.
                                                                                                                                                                            Local alarm centres with internet protocol (IP)
    E-Commerce Act, etc. This policy rests on a
                                                                                                                    Security in
    series of procedures, access controls and IT data                                                                                                                       Safety doors complete with metal detectors.
    protection tools that are detailed exhaustively in
                                                           The following security-enhancement features have
    the Caja Madrid Systems Security Plan.                                                                                                                                  Delayed opening safes at teller positions to
                                                           been incorporated into Caja Madrid automated teller                                                              prevent casual theft.
                                                                                                                    Given the nature of our business, Caja Madrid is      Self-protection plans are in place for central service
                                                             Lighting devices that clearly signal the card insert   especially concerned about the safety of customers    and flagship buildings as well as emergency
                                                             slot.                                                  and employees, and we do everything in our power      procedures at branch level.
                                                                                                                    to assure their protection.
                                                             Secure keypad entry system that destroys the
                                                             code entered if the keypad is manipulated.             All Group employees can access a Branch
                                                                                                                    Security Manual through the corporate intranet,
                                                             Privacy screens that provide no lateral visibility,    with instructions on how to react in a series
                                                             so that only the customer standing directly in         of threatening circumstances. This is vitally
     Other times                                             front of the screen can see the information.           important, as the collaboration of our staff is of
     Jorge Andrés Remacha Lorenzo                                                                                   decisive importance for detecting, preventing
     0479 - Purchasing                                       Sensors for the detection of possible card-copying     and investigating criminal acts involving our
                                                             devices.                                               organisation, and for protecting the safety of our
                                                                                                                    people and customers.
                                                             Customers are prompted to re-enter their
                                                             personal code at the final stage of cash

Social Responsibility 2008                      04. Customers                                                                                                                                                                  45
    Ethics and transparency in advertising
    and communication with customers
    All written correspondence complies with             the defence of fair competition. The mere fact of       The projects carried out to enhance customer               Development of a security system for large
    personal data protection legislation as regards      belonging to Autocontrol certifies that Caja Madrid     service include:                                           transactions via the Internet Branch for
    the confidentiality of the information supplied.     has no disputes or complaints outstanding, as the                                                                  Businesses, whereby a request for a second
    In addition, Caja Madrid has implemented the         association does not accept or maintain members           A new service that allows customers to contract pre-     signature is sent via SMS.
    European Union Directive on Markets in Financial     who do not agree to abide by its code of self-            approved loans directly through our complementary
    Instruments (MiFID). This Directive seeks to         regulation.                                               channels (Internet Branch, mobile telephone and          Launch of a corporate portal and a new
    maximise investor protection in all areas of                                                                   self-service terminals).                                 Internet Branch with a total of 60 specially
    the financial services industry, including the       In accordance with Bank of Spain rules, all                                                                        adapted services for the iPhone.
    information sent to customers, which must be         advertising copy that so requires carries a               New integrated correspondence system with double-
    impartial, clear and not misleading in any way,      registration number (RBE) certifying that it has          sided statement printing for customers.                  Launch of the new Innovation Portal offering
    so that clients understand the nature and risks of   been reviewed and approved by the central bank.                                                                    information about innovative projects and
    the product or service offered, and the associated   Likewise, all Caja Madrid mutual fund campaigns           Implementation of a new passbook system,                 practices and encouraging staff to participate
    costs. The materials receiving specific regulatory   are previously cleared and then supervised by             using a single physical passbook, which can be           at every stage of the innovation process, from
    attention include pre-contractual information, the   the product analysis team of securities regulator         personalised in the branch’s financial printer in        generating ideas to transforming them into
    actual contracts themselves, and post-contractual    CNMV.                                                     accordance with the chosen product.                      marketable products and services.
    information (content and frequency of account
    statements and order confirmations).                                                                           Creation of new personalised portals for               Caja Madrid’s concern to make all channels user

    Caja Madrid’s commitment to ethical and
                                                         Technology and                                            Personal Banking, Caja Madrid Pensiones and
                                                                                                                   Sala Retiro, applying Web 2.0 development
                                                                                                                                                                          friendly is clear to see. For instance, through the
                                                                                                                                                                          audio option in ATMs or the use of extra-large
    transparent communication also finds expression
    in its membership of Autocontrol, which it
                                                         innovation                                                practices.                                             letters in menu displays to facilitate access
                                                                                                                                                                          by visually impaired users; and, in branches,
    joined in 1999 and on whose executive board          One of the main pillars of the 2010 Technology Plan     Technological upgrades have allowed                      through the deployment of large-format screens
    it currently sits. Autocontrol is an association     is “value for the customer” and, indeed, some 80%       improvements to be made in sales processes, risk         offering news, information and event listings.
    set up by advertisers, advertising agencies and      of the budget is earmarked for projects that put this   management, operations and internal efficiency:
    communications media. Its goals include the          principle into practice. This ambitious technology        New system to reinforce the monitoring and
    safeguarding of consumer and user rights and         investment plan strengthens the Caja Madrid branch        control of financial advice given to customers
                                                         network’s position as the most technologically            and information reported to supervisory bodies
                                                         advanced in Spain, with one of the highest levels of      under MiFID guidelines.
                                                         technology expenditure per customer.
                                                                                                                   Implementation of advanced risk management
                                                         In 2008, Caja Madrid’s activities in the technology       models in line with Basel II.
                                                         area were guided by three fundamental goals:
                                                         development of new products and services,               The following projects contributed to driving
                                                         control of risks and non-performing loans and           the continuous technological improvement that
                                                         technological innovation as a key differentiating       has made Caja Madrid one of the pre-eminent
                                                         factor to strengthen the current levels of efficiency   financial institutions in this respect:
                                                         and quality.
    María Dolores Moriche Calado
    Branch 1023

Social Responsibility 2008                     04. Customers                                                                                                                                                                    46

     to social
 development and
millon spending on Obra Social

     millon spending on
Fundación Caja Madrid activities

   of beneficiaries and users
    Caja Madrid
    Degree of progress:              Initiated             In progress             Completed

    COMMITMENT 2008                                                                                                                                                     COMMITMENT 2009

    Development of new studies through the Social Demand Observatory.        Studies conducted include “The disabled sector in Spain”, “Job placement of                Carry out projects to conserve Spain’s historical
                                                                             persons at risk of social exclusion: analysis of social integration agencies in Spain”,    heritage sites and continue supporting
                                                                             educational and environmental education Internet portals for the “Aula On Line             postgraduate education programmes.
                                                                             Cajamadrid” project, and a diagnostic study of the current state of cultural activities.
                                                                                                                                                                        New improvement actions as a result of feedback
    New improvement actions as a result of feedback gathering from main      Beneficiaries of Obra Social programmes were actively consulted and 10                     gathering from main Obra Social projects.
    Obra Social projects.                                                    improvement measures has been introduced as a result of the analysis.
                                                                                                                                                                        New resource centres for the areas of disability and
    Improve the social return of leading projects by applying the Social     The Social Return Model allows all projects to be assessed in terms of the                 social exclusion.
    Return Model.                                                            effectiveness of their response to social needs. In 2008, these evaluations were
                                                                             conducted on 80 projects, which accounted for 79% of the investment.                       Improve the social return of leading projects by
                                                                                                                                                                        applying the Social Return Model.

                                                                                                                                                                        Additional resourcing of projects to encourage
    Creation of a day centre network for elderly dependents.                 Caja Madrid has sponsored infrastructure projects to build, purchase or expand day         active and healthy ageing.
                                                                             and/or overnight centres and residences.
                                                                                                                                                                        Greater involvement of Caja Madrid branches in the
    New resource centres for the areas of disability and social exclusion.   The greater part of these initiatives targeted job training programmes and the             management of social, environmental and cultural
                                                                             creation and fitting-out of infrastructure for Special Employment Centres and Social       subsidies.
                                                                             Integration and Promotion Enterprises.

    Additional resourcing of projects to encourage active and healthy        Support has gone to innovative and effective projects that promote active ageing and
    ageing.                                                                  care for the dependent elderly.

    Greater involvement of Caja Madrid branches in the management of         Positions have been created in the business offices of the retail branch network to
    social, environmental and cultural subsidies.                            represent Obra Social, whose main functions include selecting and proposing activities
                                                                             demanded by the commercial network.

    Adaptation of La Casa Encendida spaces, facilities and management        La Casa Encendida operates under the Global Accessibility Management System
    system in line with the findings of the accessibility audit.             to allow it to continue making advances and improvements in this area. In 2008
                                                                             certification to the UNE-170001 standard was renewed.

Social Responsibility 2008                       05. Society                                                                                                                                                                   48
                                                                                                                       Obra Social
    Principles                                                                                                         Programmes
    The activity of Obra Social and Fundación Caja             Legitimacy                                              Caja Madrid manages the following programmes through
    Madrid is framed at all times by the principles            Obra Social should enjoy full recognition from its      its community welfare organisation Obra Social:
    and policies approved by the General Assembly,             users and beneficiaries, the people within Caja
    namely:                                                    Madrid and society at large for its activities, based
                                                               on qualities that single it out as innovative and        Education                     Social welfare             Culture               Environment
    Unity                                                      “different from the rest”.
    Obra Social is to be seen as the sum of all social                                                                 Education/training for        Assistance to the elderly   Cultural activities   Nature and the
    and cultural activities carried on with the support        Independence                                            children and young people                                                       environment
    of Caja Madrid irrespective of who organises or            Obra Social conducts its activities with complete                                     Assistance to dependent
    manages the initiatives.                                   independence, though it may from time to time                                         persons
                                                               enter into partnerships with public or private
    Equity                                                     agencies as a means to leverage its social                                            Development cooperation
    Resources are allocated on the basis of need,              investment and strengthen and assure its image
    timeliness, appropriateness and urgency.                   and mission.
    Decisions on the activities to be programmed and
    the individuals, families, groups and institutions         Economy                                                 Obra Social Caja Madrid spent a total of 200.1
    they target seek to achieve maximum social return          Obra Social activities are conducted with attention     million on these programmes in 2008, carrying
    on the funding employed.                                   to their effectiveness, to ensure that the objectives   out more than 14,000 projects and activities that
                                                               charted are achieved; efficiency, so as to consume      reached some 15.7 million people. In addition
    Relevance                                                  the fewest possible resources in meeting our            to these programmes, Obra Social operates
    Social and cultural activities should be attuned to        objectives; and synergy, making full use of the         153 proprietary spaces. The breakdown of this
    the social agenda of the day, to the demands and           resources and talents available within Caja Madrid.     spending is depicted below:
    aspirations of our society, combining a forward-
    looking, innovative approach with permanent                Social effectiveness and timeliness                     For a more detailed description of each of these
    attention to our commitments and obligations               Evaluating the ripple effects of the activities         programmes, visit the Obra Social website.
    under projects in progress.                                pursued, their impact on the target groups and
                                                               the added value they generate, in accordance
    Transparency                                               with the social and cultural needs of the day, and
    Project selection criteria, control procedures and         periodically reviewing the evolution of those needs
    decision-making processes are given the widest             to chart new priorities and objectives.
    possible publicity, while society and the media are
    kept constantly informed about Obra Social activities
    as a way to improve and strengthen its image.

Social Responsibility 2008                       05. Society                                                                                                                                                            49
    Care for the
    Every year, Obra Social Caja Madrid actively seeks        The main lines of action in these areas were:             Ongoing support for the publication of practical        Calls for projects to assist people with disabilities
    out solutions to improve the quality of life of                                                                     handbooks to inform, educate and raise public           and their families
    senior citizens through projects that foster their          Promotion of projects providing therapy,                awareness on Alzheimer’s disease.                       Obra Social Caja Madrid provided funding for some
    integration and participation in society.                   rehabilitation projects and “breaks for care-                                                                   364 projects to assist the disabled, benefiting
                                                                givers”.                                              Social centres for the elderly                            201,647 persons directly and another 701,635
    Our efforts have supported innovative and effective                                                               Obra Social Caja Madrid has 41 social centres             indirectly.
    projects to promote active ageing and provide               Collaboration in:                                     known as “Spaces for the Elderly” that are used
    care for elderly persons who are no longer self-                                                                  by 121,259 beneficiaries in the regions of Madrid,        This aid has been used to support efforts aimed
    sufficient.                                                  Volunteer organisation.                              Castilla la Mancha and Ceuta. Apart from serving          at prevention, early attention, rehabilitation and,
                                                                                                                      as meeting places, these centres conduct activities       most importantly, the construction, expansion and
    In 2008 such initiatives were funded with €29.7              Home assistance.                                     to improve the quality of life of our older citizens by   refurbishment of the infrastructure for residences,
    million, highlighted by:                                                                                          fostering their social integration and participation      day and occupational centres.
                                                                 Construction, refurbishment and fitting-out of       in the community, lifelong training and introductory
    Calls for projects in support and care for the               day and residential centres.                         courses in new technologies.                              Calls for projects to assist persons suffering
    elderly and their families                                                                                                                                                  inequalities or at risk of social exclusion and their
    The 124 projects approved in 2008 reached 62,996          Other social assistance programmes for the              The Spaces for the Elderly network hosted 4,440           families
    persons directly and indirectly benefited another         elderly                                                 activities in 2008, spanning such varied areas as         The 280 projects in this area benefited 562,685
    190,427.                                                  In addition to the funding granted through its calls,   preventive health, citizenship, current affairs and       persons directly and 2,247,373 indirectly. Target
                                                              Obra Social Caja Madrid supported 32 one-off            new technologies, arts and crafts, performing arts        collectives include socially vulnerable children and
    In response to one of the more pressing needs             projects benefiting 1,004,522 persons. These            and culture, leisure and pastimes.                        young people, alcoholics, drug addicts and ex-drug
    of society’s elderly population, Caja Madrid              activities seek to deliver social-medical assistance                                                              addicts, HIV-positive and AIDS patients, prisoners
    sponsored infrastructure projects to build,
    purchase or expand day and/or overnight centres
                                                              to dependent elderly people.
                                                                                                                      Care for dependent                                        and ex-prisoners, victims of domestic violence,
                                                                                                                                                                                prostitutes and the homeless.
    and residences.                                           Other programmes of note include:
                                                                                                                      persons                                                   Most of these projects are designed to promote
    Support was also given to initiatives promoting             Adapting homes for the disabled elderly.                                                                        prevention, rehabilitation and training for the
    active ageing and healthy living habits.                                                                          Obra Social Caja Madrid supports initiatives to           persons involved. In parallel, funding is provided
                                                                Speech therapy for sufferers of Alzheimer’s           foster social integration and job placement for           for the construction and/or acquisition of centres to
    Call for projects dealing with Alzheimer’s,                 disease.                                              dependent persons. In 2008 a total of €56.5 million       house this kind of activity, and their refurbishment,
    Parkinson’s and other neurodegenerative                                                                           were invested in projects and centres catering for        enlargement or fitting-out.
    pathologies associated with the ageing process              Encouraging and organising senior citizens to         people suffering disability or chronic disease, and
    The 2008 edition reached a total of 109                     transmit their cultural and artistic knowhow to       those at risk of social exclusion.
    programmes that provided assistance to 12,699               school children and members of other social
    persons and their families, including 4,633                 groups with limited access to the world of            In 2008 this aid was basically channelled through
    individuals with Alzheimer’s, 4,961 Parkinson’s             culture to more fully integrate them into the         the following projects:
    sufferers and 3,105 people afflicted by other               information society.
    neurodegenerative disorders.

Social Responsibility 2008                      05. Society                                                                                                                                                                         50
    Calls for projects dedicated to employment                Some 1,182 actions of this kind were carried out       Special mention should be made of the work             Emergency Aid Plan
    creation and promotion for people with disabilities       in 2008 by this project ,which, since its inception    carried on by the Solidarity Area of the La Casa       Obra Social’s other cooperation resource, the
    and groups suffering inequalities and at risk of          three years ago, has helped place 3,000 persons        Encendida cultural centre, which continues             Emergency Aid Plan, continued its partnerships
    social exclusion                                          with disabilities and a risk of social exclusion in    organising workshops, courses, talks, exhibitions      with Bomberos Unidos sin Fronteras, Acción
    Some 112 projects of this kind received support           jobs at 1,600 Spanish companies.                       and social awareness seminars for the general          contra el Hambre, Médicos del Mundo and, as new
    from Obra Social Caja Madrid that contributed                                                                    public and, above all, for persons deal with           ally in 2008 in the response to humanitarian crises,
    to first-time job placement and/or maintaining            Construction of targeted care centres                  disadvantaged persons in their work or volunteer       Intermón Oxfam. Since the plan was first started,
    jobs for 3,068 persons. A total of 13,777 persons         With the enactment of the recent Law for the           activities. These concerns were reflected, amongst     aid has gone to more than 40 countries in the form
    benefited directly and 44,995 indirectly.                 Promotion of Personal Autonomy and Care for            others, in the “Gandhi: my life is my message”         of rescue and evacuation, provision of drinking
    Los beneficiarios directos de este tipo de ayudas,        Dependent Persons, and our ongoing concern             photo exhibition and roundtable, and the “34 views,    water and sanitation, and basic nutritional, health
    son personas con discapacidad física, intelectual o       for meeting the needs of the disadvantaged             lest we forget” exhibition of photographs of victims   and food safety assistance for the victims of natural
    sensorial, en riesgo de exclusión social (personas        in our society, Obra Social Caja Madrid’s is an        of humanitarian crises, and the “Theatre and the       and other catastrophes.
    sin hogar, inmigrantes, drogodependientes),               active partner in a programme to build purpose-        Disabled” series.
    jóvenes y mujeres con dificultades para el empleo         specific centres to support persons suffering from
    y personas en dificultad socio-laboral en general.
    El mayor número de iniciativas se ha dirigido a
                                                              disabilities and discrimination and vulnerable to
                                                              social exclusion.
    programas de formación para el empleo y a la
    creación de infraestructuras y equipamientos de           A notable achievement along these lines was the
    Centros Especiales de Empleo y Empresas de                construction and fitting-out of a homeless shelter,    Forty development cooperation projects were
    Promoción e Inserción Social.                             with the support of the RAIS Foundation (Social-       executed in Honduras, Guatemala, Dominican
                                                              Labour Integration Support Network), and a day         Republic, Nicaragua and El Salvador, funded with
    ECA Caja Madrid – Supported employment                    centre for persons with traumatic brain damage         a total of € 3.7 million in 2008, reaching 183,684
    programme                                                 and their families, in collaboration with APANEFA      beneficiaries directly and 874,319 indirectly.
    The aim of the ECA project is to offer job                (Traumatic Brain Damage Association of Madrid).
    opportunities to disabled and otherwise                                                                          These initiatives were aimed at improving primary
    disadvantaged persons who have especially                 Other programmes                                       healthcare, basic sanitation, education, promoting
    severe difficulties finding ordinary employment.          Obra Social Caja Madrid has supported 65               productivity and enhancing revenue-generating          Fernando Medina Gascón
    Beneficiaries are helped to be able to live               one-off projects serving a total of 1,588,702          capabilities, with 50% of these programmes             0764 - Care Coordination And Programming
    independently and lead a more normal social and           persons, ranging from programmes to care for           benefiting the most vulnerable social groups,
    working life. This is achieved by providing them          individuals with chronic mental illness, initiatives   women and children in particular.
    with on-the-job training and mentoring during             to promote volunteer groups, the prevention of
    the initial period to help prevent rejection in the       drug addiction and providing ambulances and
    workplace and minimise adaptation risk.                   other medical vehicles to municipalities all over
                                                              Spain. Furthermore, the 2008 edition of the Caja
                                                              Madrid Social Research Awards was dedicated
                                                              to exploring the causes and consequences of

Social Responsibility 2008                      05. Society                                                                                                                                                                         51
    The goal in this area is to help young people            families, such as sign language workshops and             organised to foster and strengthen democratic         open to the general public and with full disabled
    develop the kind of social skills and experiences        counselling through the Parents School.                   habits in the classroom through debates               access.
    they need for their personal growth and                                                                            and votes. Discussion forms are held to give
    development as well-rounded citizens.                    Supplementary learning centres                            students the chance to express themselves,            In 2008 more than 702,000 persons participated
                                                             Obra Social Caja Madrid runs 11 language learning         exchange and contrast opinions and defend             in the 2,187 activities organised by La Casa
    The 2008 education and instructional programme           centres and 39 reading rooms                              their views. Some 19,114 students participated        Encendida. A representative sampling of those
    was funded with €49.9 million.                                                                                     in the activity in 434 different schools. The “Mock   activities includes:
                                                             The language schools offer programmes in                  European Parliament” is another initiative
    Early childhood, youth and special education and         English as a foreign language and Spanish for             to familiarise youngsters with the virtues of           Exhibitions. Se han organizado exposiciones
    training                                                 immigrants that were attended by a total of 4,197         dialogue, raise their awareness of what it means        sobre videojuegos “Try again”, sobre dos
    Some 1,063 children aged from four months to             students in 2008.                                         to be a citizen of Europe and enhance their             artistas internacionales, Ellen Kooi y Jesper
    six years are enrolled in the five early childhood                                                                 understanding of and skills in parliamentary            Just; así como muestras acerca de los nuevos
    centres supported by Obra Social in the 2008/2009        The Obra Social Caja Madrid network of libraries          debate.
                                                                                                                                                                               representantes del arte indio o la cultura
    school year.                                             serves 225,078 active members, who have access
                                                                                                                                                                               urbana y actual de EE.UU con “Beautiful
                                                             to 512,633 books and publications, which now              Internet programmes. The diverse projects
    The social action plan pursued during the year           include materials adapted for disabled readers.           carried out seek to awaken young people’s
    continued to bring important assistance to families                                                                creativity and interest in literature and advance
    of children with special learning needs and to           Programmes for school-age children                        their knowledge of the principles that inspire the      Performing arts. El festival de música de baile
    families of immigrants.                                  The 50 projects carried out during the year are           European Union and the Spanish Constitution.            culta “Let’s dance”, el festival “Electrónica en
                                                             a valuable resource for teachers, and motivate                                                                    abril”, o el ciclo dedicado a la Nueva Canción
    Support to young people’s education and training         youngsters to acquire values, habits and                                                                          Francesa, han sido algunas de las propuestas
    is channelled through the six centres run by
    Obra Social Caja Madrid (curricular, occupational
                                                             experiences that enrich their lives in and out of the
                                                             classroom. Emphasis is also placed on promoting
                                                                                                                     Culture                                                   más destacadas.

    and supplementary instruction) with a total of           their integration into society and the job market.      The 4,847 events organised in 2008 in proprietary         Audiovisual arts. Con la programación de
    2,822 students enrolled. These centres promote                                                                   and co-managed spaces reached an audience                 cine contemporáneo, cortometrajes y las
    comprehensive job training and education in              The main types of programmes are briefly                of 6,916,551 people, and were resourced with an           últimas creaciones en vídeo experimental
    values for young adults, as well as helping them         described below:                                        annual budget of €30.3 million.                           con las retrospectivas dedicadas a directores
    in their transition to world of work. Personalised                                                                                                                         contemporáneos.
    attention and support is also provided to students         Scholarships. A total of 200 students and             Cultural activities in proprietary spaces
    with difficulties and their families.                      vocational educational graduates participated         Obra Social Caja Madrid has 15 sites dedicated            Literature and thought. Destacan talleres
                                                               in seven weeks of on-the-job training in                                                                        y conferencias con escritores de prestigio,
                                                                                                                     to the worlds of art and culture. Below we briefly
    The Ponce de León centre offers a standard                 companies in the United Kingdom and                                                                             encuentros con directores de cine,
                                                                                                                     describe the two of them: La Casa Ecendida in
    education curriculum with preferential and special         Ireland under the auspices of the “Eurobecas”                                                                   presentaciones de novelas y proyectos entre
                                                                                                                     Madrid and the Espai Cultural in Barcelona.
    integration advantages for the deaf and hearing            programme.                                                                                                      creativos de los distintos oficios de la cultura
    impaired, to help them build their skills and self-                                                              La Casa Encendida: A pre-eminent cultural centre          que convergen en programas como el de
    confidence. The basic instructional programmes             Debating programmes. A new edition of                 and meeting place for the worlds of art, education,       “Emergencias”.
    is supplemented with activities for the students           the “Aulaforo Caja Madrid” programme was
                                                                                                                     social concerns and environmental awareness,

Social Responsibility 2008                     05. Society                                                                                                                                                                        52
     Espai Cultural of Barcelona: This centre has              world of film shorts, with 521 entries in the         Fundación Caja Madrid’s activities radiate out to large areas of
     hosted exhibitions such as “Passion in the stands”,       competition.                                          Spanish society and cultural life:
     a visual journey through the varied events and
     situations that accompany a football match;               Photography. The 2008 exhibitions were highlighted
     “The colours or water”, with emphasis on the              by “El mundo hoy. Nosotros” and “Caja Madrid           Conservation of Spain’s      Music promotion and            Sponsorship, cultural       Scholarships, research and
                                                               Family Album”, along with the online photography       historical heritage          dissemination in Spain         promotion and exhibitions   universities
     importance of responsible uses of resources;
     “The intimate pleasure of reading” and “Palpable          competition “Revelados 08”.
     words”, focused on the world of reading. These                                                                  Collaboration with official   Concerts                      Publishing activities        Support for
     were accompanied by diverse other exhibitions,            Literature. Organisation of the “Narrative and        institutions in the Madrid                                                               postgraduate
     along with films, theatre and concerts, and the           Essays Prize”, as well as the “Luis Rosales           Region                                                                                   instruction
     “Cultural Tuesdays” series of culture appreciation        Memorial Prize” and “Vicente Aleixandre Poetry
                                                                                                                     Restoration works outside     Education                     Exhibitions                  Research support
     activities for youngsters                                 Competition” for young authors.

     Cultural projects                                         Music. Keynote projects include the “Sounds           Smaller-scale restoration     Musicological research and    Sponsorship of cultural      Support to university
     The socio-cultural projects supported by Obra             of the Earth” concert programme for schools,          works                         recordings                    institutions                 programmes
     Social Caja Madrid work on two main fronts:               so children can experience and learn about
     one is to promote access to and interest in the           the customs and traditions of other countries;
                                                                                                                     Total spending by Fundación Caja Madrid’s in its           For a more detailed description of each area, visit
     world of culture and artistic creation amongst            and “Acordes Caja Madrid 2008”, a scheme for
                                                                                                                     programmes of activities reached €77.9 million in          the Foundation website.
     schoolchildren and disadvantaged social groups,           conservatory and music school orchestras
                                                                                                                     2008, distributed in the following areas:
     and the second is to support the work of budding
     young artists by offering prizes, scholarships and        Theatre. Including theatre campaigns developed
     various forms of aid.                                     especially for children like “Live the Theatre, the
                                                               stage is yours”, which offers instruction in the
     The initiatives pursued in 2008 included:                 performing arts for youngsters.

       Art. “Generations: Caja Madrid Art Awards and           Culture and social solidarity. This section takes
       Grants”, to recognise and promote the work              in cultural programmes designed for elderly
       of young creators; the “Inéditos” programme             and disabled persons and groups suffering
       of aid for call for exhibition proposals in the         social exclusion. Some of the more notable
       emerging arts; and the “2008 Poster Prize”,             examples are the “Coffee, Chat and Cinema” film
       with 449 entries, organised around the theme of         screenings for the elderly and “Raise the curtain,
       reflecting on the relationship between healthy          lower the obstacles”, to encourage disabled
       eating and respect for the environment.                 people to take up theatre.

       Film. The “Cortos Caja Madrid Contests”
       supports young Spanish filmmakers in the

Social Responsibility 2008                       05. Society                                                                                                                                                                           53
    Heritage                                                                                                           Music
    conservation                                                                                                       programme
    Fundación Caja Madrid has devoted over €158               and attract visitor interest, and produces video         Fundación Caja Madrid’s music programme is                 Fundación Caja Madrid, in collaboration with
    million to this programme since its start-up in           documentaries and organises on-site exhibitions          the largest carried out by any private non-profit          Spain’s national youth orchestra, the JONDE,
    1991. No other private non-profit institution has put     and concerts.                                            organisation in Spain.                                     provides scholarships and travel grants for the
    more resources into preserving Spain’s historical                                                                                                                             orchestra’s young instrumentalists wishing to
    heritage.                                                 One of the star projects in 2008 was the restoration     The programme takes in three main categories               pursue further studies in Spain or abroad.
                                                              of the Church of San Pablo in Valladolid, which was      that are mutually related: concerts, education and
    Aside from its longstanding collaboration with the        approached as a multi-faceted cultural project, with     research, and musicology research, publications          Research:
    Madrid City Council and Regional Government,              a public relations campaign, on-site interpretation      and recordings.                                            Recovery of key works from Spain’s musical
    in 2008 the Programme for the Conservation of             centre and guided visits that attracted over 40,000                                                                 heritage.
    Spain’s Historical Heritage approved two new              people to see firsthand the scientific and technical     Concerts
    projects: restoration of the “Casa Amatller” house        value of the project.                                    The aim here is to break down the psychological            During 2008 work was completed to catalogue
    in Barcelona, a landmark of Catalan modernism,                                                                     resistance of certain sections of society to classical     the musical manuscript collection of the heritage
    and of the Santa Isabel Royal Convent in Granada.         The restoration of the historical windmills in           music, so it can be better understood and enjoyed          organisation Patrimonio Nacional, and two
                                                              Campo de Criptana was completed in 2008 as               by all. The 2008 programme took in the Chamber             new editions were published in the musicology
    The conservation programme has been steadily              part of the Special Landscape Protection Plan,           Music Season, the Music and Heritage Season,               collection “Patrimonio Musical Español”.
    expanded to include heritage research and                 the heart of an integrated project to safeguard,         the Lied Cycle and the Spanish music cycle “Los
    appreciation activities that form a natural               better manage and allow the public to enjoy and          Siglos de Oro”, along with a new edition of the          Musicology publications and recordings:
    complement to the restoration works. When                 appreciate the monuments and landscape of the            “Music of Our Time” contemporary music series in          As part of a 3-year series, Fundación Caja
    the works are completed, for example, the                 Sierra de Molinos and its surroundings.                  partnership with the Madrid Regional Government           Madrid started up a programme to produce
    Fundación Caja Madrid adds a new publication                                                                       and the Ministry of Culture.                              recordings in three different musical areas,
    to its “Restored Monuments” series, to provide            These ambitious initiatives were complemented in                                                                   building on earlier projects and bringing them to
    a technical account of the work undertaken                2008 by Fundación Caja Madrid’s continued activities     Education:                                                fruition: recordings of Spanish historical music,
                                                              to study popular perception of historical and artistic     An ambitious pedagogical project for school             in the “Los Siglos de Oro” collection; Zarzuela
                                                              heritage and its preservation, and analyse the             children and young people in the Madrid                 recordings (in 2008: Cádiz, de Chueca and
                                                              related costs and investments as indicators of the         Region (33 concerts attracting more than 22,000         Valverde); and a new collection of recordings of
                                                              general social utility of such heritage sites.             youngsters).                                            works by young Spanish composers, as part of
                                                                                                                                                                                 a 3-year 15-CD project, in partnership with the
                                                                                                                         Fundación Caja Madrid, together with Fundación          Kairos record label, to distribute and strengthen
                                                                                                                         Albéniz, the Ministry of Culture, the Madrid            the appreciation of the latest in contemporary
                                                                                                                         Regional Government and the Madrid City Council,        Spanish music throughout the world.
                                                                                                                         have set up the Madrid International Chamber
                                                                                                                         Music Institute, a major step forward in high-level
                                                                                                                         musical training.

                                                                                                                         Sponsorship of the University of Alcalá
                                                                                                                         specialisation and musical pedagogy courses for
    Time everlasting                                                                                                     postgraduates and teachers.
    Milena Motalikova
    Branch 9642

Social Responsibility 2008                      05. Society                                                                                                                                                                         54
    Sponsorship                                                                                                           research and
    and culture                                                                                                           universities
    Through this programme Fundación Caja Madrid                 The exhibition “Dürer and Cranach. Art and               Foundation scholarships                                 Joint scholarships
    carries on diverse cultural activities, directly or in       Humanism in Renaissance Germany”, which                  Postgraduate scholarships to study at universities      These are scholarships schemes run in
    partnership with other institutions.                         received a total of 218,058 visitors at its two sites,   or research institutions of the awardee’s choice        collaboration with eminent institutions like the
                                                                 98,500 of whom visited Fundación Caja Madrid,            in the United States, Canada or Europe (outside         Spanish Academy in Rome, Fundación Josep
    The Foundation’s main publishing project is its              ended early in the year.                                 Spain).                                                 Carreras, Fundación Colegios del Mundo Unido,
    monthly book review Revista de Libros, which                                                                                                                                  the Centro de Estudios Monetarios y Financieros
    in 2008 reached issue number 144. The main                   Other major shows included:                              The 2008 scholarship programme featured:                Internacionales (CEMFI), Universidad de Comillas,
    novelty during the year was the launch of an online                                                                                                                           the Spanish National Youth Orchestra (JONDE) and
    edition.                                                       The “Modigliani and His Times” exhibition                125 new scholarships offered.                         the Fundación Ortega y Gasset.
                                                                   was visited by a total of 406,407 persons, with
    As part of its institutional collaboration with Madrid         the Thyssen-Bornemisza Museum receiving                  67 scholarships renewed for a second year of study.   Research
    government bodies, Fundación Caja Madrid joined                226,355 visits and Fundación Caja Madrid                                                                         Collaboration with the National Cancer
    for the first time in organising the “La Noche                 180,052, making the show the most popular of             Subject areas: social and legal sciences,               Research Centre (CNIO), running since 1998,
    en Blanco” cultural initiative, and continued its              all of the joint exhibitions organised by the two        biosanitary sciences, technical sciences and            for the conduct of cancer research projects.
    strong support for Madrid’s candidacy to host the              institutions.                                            music.                                                  The programme was renewed in 2008 and
    2016 summer Olympic Games, two key projects                                                                                                                                     will implement a Programme of Research
    led by the municipal government of Madrid.                     The year’s third exhibition “1914!. The Avant-           Full coverage of tuition costs.                         Excellence in Clinical Oncology.
    During 2008 the Foundation also sponsored the                  Garde and the Great War” closed out the year
    activities of the “May 2nd Foundation: Nation and              in the Sala de las Alhajas, with 151,063 visitors        Minimum monthly stipend of €1,200 and maximum of        Cataloguing of one of the main collections in
    Liberty” organised by the regional government                  attending the two sites, more than 80,000 at the         €1,500, depending on the host country.                  the Simancas General Archive: the “Registro
    to commemorate the historic uprising of 2 May                  Fundación Caja Madrid.                                                                                           General del Sello de Castilla”, in partnership
    1808 and the Constitution of Cádiz of 1812 with                                                                         One-off payment of €1,000 for settling-in               with the Ministry of Culture and the University of
    publications, exhibitions, concerts and theatre.             El programa conjunto de la Fundación Colección             expenses.                                               Valladolid.
                                                                 Thyssen-Bornemisza y Fundación Caja Madrid
    The Fundación Caja Madrid exhibitions                        ha vuelto a manifestar su popularidad en 2008 y            Round-trip air fare.                                    Collaboration with Fundación Severo Ochoa
    programme was initiated in 1997 with the idea                su capacidad de lograr una dinamización cultural                                                                   for the hiring of Spanish and international
    of organising and hosting shows that imprint                 de calidad. A las exposiciones organizadas les             Insurance covering accidents and overseas               researchers with postgraduate studies and
    their identity on the historical Sala de las Alhajas         acompaña una amplia programación didáctica de:             assistance.                                             relevant experience in the National Molecular
    building.                                                    actividades, visitas guiadas y talleres infantiles.                                                                Biology Centre of the same name.
                                                                                                                          The ceremony at which students were given their
    Since 2003 the Foundation has co-organised major                                                                      scholarship credentials was presided by His and           Fundación Caja Madrid maintained its status as
    modern and contemporary art exhibitions with                                                                          Her Royal Highnesses the Prince and Princess of           sole sponsor (since 2007) of the archaeological
    the Thyssen-Bornemisza Collection Foundation.                                                                         Asturias.                                                 excavation and restoration works at the tomb
    The cultural service spawned by this alliance                                                                                                                                   of Djehuty in Luxor (Egypt), in collaboration
    has achieved major international recognition and                                                                                                                                with the Spanish Council for Scientific Research
    success for the superb quality of its art shows.                                                                                                                                (CSIC).

Social Responsibility 2008                         05. Society                                                                                                                                                                           55
       Collaboration in the archaeological probe to be
       carried out in the Doñana marshlands in Huelva,
       to test the hypothesis of the existence of major
       pre-Roman archaeological remains there.

      Collaboration with public universities in the
      Madrid Region.

       Erasmus – Fundación Caja Madrid scholarships:
       with a total budget of €2.2 million divided into
       packages of 500 euros/month (4,400 monthly
       payments), this scheme, now into its fourth year,
       benefited 541 students from Madrid’s six public
       universities. Stays at the European universities
       chosen by students averaged around eight

Social Responsibility 2008                      05. Society   56

of paper consumed is recycled

  tonnes of CO2 emissions
 avoided by the initiative to
move to green energy sources

          € 872
    millon in renewable
   energy project finance
    Caja Madrid
    Degree of progress:                 Initiated                   In progress             Completed

    COMMITMENT 2008                                                                                                                                                   COMMITMENT 2009

    Development and application of the environmental management                The building underwent an environmental diagnosis in 2008. Efficiency                  Prize for accessibility in protected nature areas.
    system at the new Caja Madrid head offices.                                considerations were paramount in the design of the new headquarters, with
                                                                               installations that minimise environmental impact.                                      Continue rolling out environmental management
                                                                                                                                                                      projects within the Group.
    Continue rolling out environmental management projects within the Group.      Some 19.3% of the electricity consumed in the headquarters now comes from
                                                                                  renewable energy sources (green energy).                                            Continue promoting environmental management
                                                                                                                                                                      training for Group employees through the
                                                                                  Use of biodegradable bags in branch advertising materials. Some 94,500 units        e-learning course.
                                                                                  were distributed in 2008.
                                                                                  Use of more environment-friendly materials in the activities that suppliers carry   Continue supporting renewable energy Projects in
                                                                                  on in our premises.                                                                 Spain and internationally.

    E-learning course on environmental management for Group professionals.     An e-learning course has been developed in environmental management to convey
                                                                               to employees the basic concepts of sustainable development and the certified
                                                                               environmental management system, and promote its implementation.

    Energy efficiency studies to be carried out in Obra Social education       Projects carried out in educational centres: “You can do it” “Recycling household
    centres.                                                                   vegetable oil”.

    Adaptation of La Casa Encendida installations in line with                 Consolidation of the environmental management system certified to the ISO
    environmental management objectives.                                       14001:2004 Standard.

    New in-house and partnership projects to promote biodiversity              Promotion of new educational and awareness-raising initiatives and projects,
    conservation, sustainable development and greater social awareness         including:
    around environmental issues.                                                  Agenda 21 schools programme.
                                                                                  Healthy planet, healthy eating.
                                                                                  Prize for accessibility in protected nature areas.

Social Responsibility 2008                          06. Environment                                                                                                                                                        58
    Environmental                                                                                                           Environmental
    compact                                                                                                                 management
    Caja Madrid integrates environmental concerns                 use of renewable energies. In parallel, emphasis          In a financial institution, environmental management     Active communication with stakeholders to
    into its everyday business with actions on two                is placed on developing products and services             cuts across different spheres of the organisation’s      keep them informed on our environmental
    fronts: minimising the environmental impact                   that contribute to conserving the environment.            activity. Building maintenance and refurbishment,        accomplishments, challenges and priorities.
    of its work sites and factoring environmental                                                                           purchasing and procurement are all areas where
                                                                                                                                                                                   These lines of action are coordinated by a
    considerations into our lending and investment                Protecting our natural heritage.                          the principles of Caja Madrid’s environmental policy
                                                                                                                                                                                   functional group inside the Environmental
    decisions.                                                    Working to mobilise society around                        have a major role to play.
                                                                                                                                                                                   Management Department that oversees the
                                                                  environmental issues by financing and
                                                                                                                                                                                   organisation’s progress towards achieving its
       Environmental management in the workplace.                 publicising environmental conservation and                Our actions in this area are structured around
                                                                                                                                                                                   environmental goals. The effectiveness of these
       Informed by international standard ISO 14001:2004          improvement projects, and supporting the                  four pillars which allow us to monitor and
                                                                                                                                                                                   efforts, and their alignment with the overall
       and the European Foundation for Quality                    environmental initiatives of government                   improve operating procedures, while at the same
                                                                                                                                                                                   Group strategy, is continuously reviewed by
       Management (EFQM) system.                                  authorities and/or businesses through                     encouraging our employees and outside suppliers to
                                                                                                                                                                                   senior management as the basis for mapping
                                                                  sponsorship, research, publications, workshops            embrace these commitments as their own:
                                                                                                                                                                                   out new guidelines.
       Training and awareness programmes.                         and other lines of action coordinated by Obra
                                                                                                                              Implementation of environmental performance
       For employees, so that our environmental policy            Social Caja Madrid.
                                                                                                                              procedures in accordance with the standards
       and concerns are make known to and embraced
                                                                                                                              established by regulation ISO 14001:2004 on
       by the entire organisation.                              Environmental policy
                                                                                                                              managing waste, controlling air emissions and
                                                                This engagement with environmental protection is
                                                                                                                              reducing consumption of natural resources (water,
       Finance.                                                 encapsulated in the Group’s environmental policy.
                                                                                                                              energy, paper, etc).
       Caja Madrid uses the environmental impact of             The policy was approved by the top management
       business projects as an input to its lending and         and frames our organisation’s efforts for                     Extension of good environmental practices
       investment decisions. This is reflected, first of all,   continuous improvement in the environmental                   throughout the supply chain.
       in the strict condition that corporate clients must      sphere. It is structured around the following
       comply with environmental standards and strive           principles:                                                   Development of environmental training and
       to identify possible environmental risks and,                                                                          awareness programmes for employees.
       second, in financing of projects that promote the          Environmental criteria embedded in all projects,
                                                                  and an internal management model focused on
                                                                  minimising the impact of our operations and facilities.

                                                                  Ongoing improvement in the prevention of
                                                                  pollution, deploying all resources needed for this

                                                                  Compliance with applicable laws and
                                                                  regulations and with the principles set out in the
                                                                  agreements to which Caja Madrid is party.

                                                                  Positive proactive influence on the behaviour of
    Sustainable development                                       our stakeholders and supply chain.
    Jesús Ruiz Ortiz
                                                                  Collaboration in projects and initiatives to
    Branch 9699
                                                                  conserve and improve the environment.

Social Responsibility 2008                          06. Environment                                                                                                                                                                  59
    Environmental                                       Caja Madrid
    management                                          Tower
    The key environmental aspects of Caja Madrid’s      The purchase of the new Caja Madrid headquarters              The AC and heating installations and equipment and        Efficient water management
    activity are systematically monitored using the     represents a milestone in the Group’s commitment to           their distribution in the building are designed to help     The air conditioning system selected optimises
    methodology established in the organisation’s       sustainability and the environment.                           optimise variations in the energy demand by services,       water consumption by switching between using
    environmental management procedures. This                                                                         subsystems and zones.                                       air or water as coolant, depending on the weather
    approach is based on a clear assignment of          The new offices were designed with energy efficiency                                                                      conditions.
    responsibilities for environmental matters          as a priority and feature a number of improvements to         The windows of the facade in office zones are
    up to highest level, identification of the key      reduce their environmental footprint.                         double-paned, so that the temperature of the                The building’s installations are equipped with
    environmental management indicators and                                                                           inner facing of the facade is brought down                  water economisers.
    definition of new goals to spur continuous          Energy efficiency in cooling, heating, lighting and lifts     naturally, optimising the building’s cooling
    improvement.                                                                                                      system.                                                     A grease filtering system will be installed to
                                                        Climate control                                                                                                           improve the quality of the building’s wastewater.
                                                          The headquarters was built with the best                    The tower is equipped with an energy recovery
    En 2008 se han consolidado los sistemas de
                                                          orientation to reduce the intensity of its solar            system that captures condensation heat                    Minimising noise
    gestión ambiental certificados, según la norma        exposure, with the consequent reduction in the
    ISO 14001:2004, en la sede principal del Grupo                                                                    generated on the building’s southern facade on              Measures have been taken to minimise the
                                                          energy consumed by air conditioning systems.                sunny winter days and uses it in the heating                acoustic impact of the building’s installations,
    y en el edificio emblemático de Obra Social, La
                                                                                                                      system for the northern zone.                               including soundproofing of machine rooms,
    Casa Encendida.
                                                                                                                                                                                  installation of silencers and noise abatement
                                                                                                                    Lighting                                                      facilities.
                                                                                                                      The lighting system for the office floors has
                                                                                                                      an integrated control system that permits                 In 2008 the building underwent an environmental
                                                                                                                      illuminating only the zones in use.                       diagnosis.

                                                                                                                      To maximise use of natural sunlight, the lights
                                                                                                                      closest to the facade are fitted with mechanisms
                                                                                                                      that regulate their luminosity according to the
                                                                                                                      availability of sunlight.

                                                                                                                    Vertical transport (lifts)
                                                                                                                      The building’s vertical transport system uses
                                                                                                                      state-of-the-art lift-control technology to
                                                                                                                      maximise efficiency and optimise movements
                                                                                                                      inside the tower. The system records and controls
                                                                                                                      the destination of users in the lift call vestibules
                                                                                                                      and assigns a specific lift to the passenger.

Social Responsibility 2008                    06. Environment                                                                                                                                                                         60
    Optimising the use of
    natural resources
    A number of initiatives carried out in 2008 build          The co-generation system at the Las Rozas            Fuel consumption                                           Also, work continues on reducing and eliminating
    on earlier plans to enhance efficiency in the use of       building uses residual calories from the power         The communication system installed in some               ozone-depleting emissions of HCFC refrigerants,
    natural resources.                                         production process to fuel the heating system.         Central Services has document sharing and                through the timetabled withdrawal of climate control
                                                                                                                      conference call support features that cut down on        installations that use HCFCs. A total of 230 such
    Electricity consumption                                  Water consumption                                        travel requirements.                                     units were replaced in 2008 at an estimated cost of
      All of the light replacements done in Caja              The dismantling of three cooling towers in the                                                                   2,192,836 euros.
      Madrid buildings have been with more efficient          offices has saved around 720 m3 a year in water         For some worksites located in suburban or rural
      fluorescent tubes that consume an estimated             consumption.                                            areas, collective transport arrangements are
      30.6% less electricity than the ones used in the                                                                made available to employees so they do not need
      past.                                                    The installation of electronic faucets in La           to use their own cars.
                                                               Casa Encendida allowed further savings of
       The electrical installation in different parts of       approximately 51.6% in water consumption.              The storage of office and advertising materials
       La Casa Encendida has been differentiated and                                                                  has been brought under a single logistics system,
       upgraded to adapt their lighting to the specific      Sustainable materials                                    instead of using two independent channels as
       needs of the activities carried on there. This          In 2008 the branch advertising materials began         before. This helps minimise fuel consumption and
       achieved estimated savings of between 88% and           using biodegradable bags. Made of water-soluble        reduces air emissions of transport-associated
       92% in 2008.                                            plastic, some 94,500 bags were distributed.            pollutants (CO2, NOx and SO2).

    Renewable energies and cogeneration                        Caja Madrid continued pressing its efforts to
      Caja Madrid acquired 2,279,548 kWh of electricity
      from renewable energy sources (green energy).
                                                               have suppliers use more environment-friendly
                                                               materials in the activities they carry on in our
                                                                                                                    Emissions control                                                                                Sky of leaves
                                                                                                                                                                                                                Javier Maeso Díaz
                                                               premises.                                            Caja Madrid contributes to the fight against climate                                              Branch 2978
       La Casa Encendida has a photovoltaic system                                                                  change by buying green energy and through wildlife
       that generates part of the electricity consumed         Some 98.3% of the paper consumed is recycled         preservation initiatives, offsetting its CO2 emissions
       in the building. This installation prevented the        stock bearing the “Blue Angel” eco-label.            with reforestation projects in different parts of Spain.
       atmospheric release of approximately four                                                                    In 2008:
       tonnes of CO2 in 2008.                                  White DIN A4 accounts for a mere 1.7% of total
                                                               paper consumption and has been acquired                Acquisition of electricity from renewable energy
                                                               from ecologically sound sources. Caja Madrid           sources (green energy) averted some 788.5
                                                               uses only ECF (elemental chlorine free) white          tonnes of CO2 emissions.
                                                               paper with the Forest Stewardship Council (FSC)
                                                               certificate ensuring that the timber content comes     The planting of 74,804 trees, as part of the Obra
                                                               from sustainably and responsibly managed               Social-led “Two Million Trees” project, has
                                                               woodland.                                              permitted the fixing of 748 tonnes of CO2.

                                              Olga Plass Gil
                                              0672 - Corp. Audit And Central Services

Social Responsibility 2008                        06. Environment                                                                                                                                                                 61
    Waste                                                                                                        Training and
    management                                                                                                   awareness
    The Caja Madrid waste management strategy pivots         Caja Madrid sites have a system for collecting,     Good environmental management practices can only          Educational campaigns aimed at promoting
    on two core principles: first, reducing the amount       destroying and recycling paper and computer         be achieved by engaging all people working in an          responsible energy and water consumption
    of waste generated and, second, improving our use        storage media that contain confidential             organisation, which is why Caja Madrid gives priority     practices and proper waste management habits
    and recovery of the resources such waste contains.       information.                                        to environmental training and awareness activities.       at work and at home.
                                                                                                                 Prominent in this area was the development of an        Adicionalmente, durante 2008 se ha continuado
    Prevention                                               The treatment of hazardous waste produced
                                                                                                                 e-learning course in environmental management.          sensibilizando al personal de proveedores que
    Reuse avoids the generation of waste and reduces         by general building maintenance operations
                                                                                                                 The course is designed to convey to employees the       desarrollan sus servicios en los centros de trabajo
    consumption of raw materials. Consequently, Caja         (contaminated containers, used oils, etc.) is
                                                                                                                 basic concepts relating to sustainable development      de Caja Madrid, con información básica relativa a
    Madrid:                                                  entrusted to licensed waster managers, with a
                                                                                                                 and the certified environmental management              gestión ambiental y buenas prácticas ambientales,
                                                             priority on reusing or recycling them over taking
                                                                                                                 system, with attention to the critical environmental    bien a través de un documento escrito, bien en
       Has implemented a system for collecting used          them to controlled dumps.
                                                                                                                 issues facing the organisation and the role to be       forma de jornadas de formación ambiental.
       printer toner cartridges. After being used, the
                                                                                                                 played by each and every person working in Caja
       toner cartridges are delivered to a specialised     A new project was begun in 2008 to improve
       company for reuse.                                  management of construction and demolition debris
                                                           and waste. Construction project plans now include
                                                                                                                 A total of 524 hours of environmental training was
       Emphasis is placed on finding alternatives that     a study of the management of such materials and
                                                                                                                 given to employees in 2008.
       place a priority on reuse and/or recycling of       the contractors must present the resulting waste
       electrical and electronic equipments, over their    management plan.
                                                                                                                 Staff can also use the corporate intranet to access
       replacement with new units.
                                                                                                                 past training sessions dedicated to transmitting
                                                                                                                 the Caja Madrid Group’s environmental charter,
    One of the most noteworthy initiatives, spearheaded
                                                                                                                 encouraging responsible consumption of resources
    in 2008 by La Casa Encendida, was to take materials
                                                                                                                 and promoting efforts to minimise and separate
    used in some of the advertising props (awnings
                                                                                                                 waste materials properly. During the year the virtual
    and banners) for exhibitions at the building and
                                                                                                                 classroom recorded 19,695 page visits.
    transform them into more than 1,800 briefcases,
    banners, shopping bags and similar items.
                                                                                                                 As part of these efforts to raise awareness and
                                                                                                                 imbue employees with the Group’s environmental                                              The trail of life
                                                                                                                 culture, the organisation’s internal communication                                      Rocío Gerez Melón
    As in previous years, significant resources have
                                                                                                                 channels were also used to convey:                                                0453 - Personal Banking
    been devoted to separating and recycling waste
                                                                                                                   Information on world environment days.
       The main buildings have trash receptacles
                                                                                                                   Good environmental practices, fostering greater
       and/or bins with separate compartments for
                                                                                                                   respect for the environment amongst employees
       non-confidential paper, packaging and batteries.
                                                                                                                   and their families.

Social Responsibility 2008                       06. Environment                                                                                                                                                                 62
    Environment                                          Risk                                               Products and
    and finance                                          management                                         services
    The environmental impact of a business is            The general credit risk policy includes formal     In order to promote the use of clean energy, Caja
    one of the factors Caja Madrid considers when        environmental requirements in analysing            Madrid has signed collaboration agreements with
    deciding to provide our financial support. This      proposed transactions.                             different companies and government agencies
    means that corporate clients must comply with                                                           to offer advantageous financing conditions for
    environmental regulations and strive to identify     No project finance package may go through          investments of this type. For example:
    possible environmental risks. And financing is       without first being cleared by an outside
    channelled to projects that promote the use of       consultant regarding compliance with                 The “Renewable Energies Agreement”
    renewable energies.                                  environmental policies and having attained the       promotes finance for solar power, wind,
                                                         requisite licences and permits for building and      hydro and biomass energy, biofuel and
    In addition, emphasis is placed on developing        operating the project.                               biogas projects. The agreement targets small
    products and services that contribute to                                                                  companies, independent contractors, local
    conserving the environment.                          In addition to these initial pre-financing           authorities and individuals in Spain. The total
                                                         requirements, subsequent compliance with             financing extended under this agreement
                                                         environmental standards and regulations is           amounted to €17.4 million in 2008.
                                                                                                                                                                  Marta Deu Olivella
                                                         reviewed throughout the life of the projects, as                                                         Branch 9219
                                                         stipulated in the relevant financing agreements.     Agreements with companies like Endesa,
                                                                                                              Tajosolar and the Instituto para la
                                                                                                              Diversificación y Ahorro de la Energía (Institute
                                                                                                              for Energy Diversification and Savings) to
                                                                                                              provide low-interest loans for investments in
                                                                                                              developing renewable energy sources or to
                                                                                                              improve energy efficiency.

                                                                                                              Caja Madrid and its insurance business partner
                                                                                                              Mapfre teamed up to offer a policy covering
                                                                                                              damages to photovoltaic installations, including
     Pollution watch                                                                                          losses from production down time due to
     Mikel Quintero García                                                                                    accidents or lack of sunlight.
     0858 - Vizcaya And Guipúzcoa Zone Dept.

Social Responsibility 2008                     06. Environment                                                                                                                         63
    Project                                                                                                       Environmental projects
    finance                                                                                                       in Obra Social
    Caja Madrid actively works to provide financing          composed of 476 independent solar farms with         Obra Social pursues three basic types of activities   in Asturias and León, to monitor the bear’s
    for clean-energy and waste treatment projects,           a nominal installed capacity of 100kw each.          aimed at protecting and preserving our precious       behaviour, study the risks it faces and take
    given the major environmental benefits they              Caja Madrid granted €45 million in financing for     natural resources and environment:                    actions to help preserve the 130 remaining
    generate. Notable examples of such projects              this project.                                                                                              specimens. The digital photographic archive
    supported in 2008 include the financing provided                                                                Biodiversity conservation and protection            compiled in this project now includes more
    for:                                                     Framework Agreement IV: construction,                                                                      than 8,000 photographs taken in recent years.
                                                             installation and commissioning of seven wind           Promotion of sustainable development
       “Solnova 3” and “Solnova 4”: construction of          farms (€53.7 million) in the regions of Castilla                                                           Preservation of raptors in Montejo de la Vega
       two solar thermoelectric plants in San Lucar la       la Mancha, Castilla y León and Murcia, with            Educational initiatives for society in general,     The actions carried out in this ecologically rich
       Mayor, Seville (€66.2 million). These facilities      aggregate installed capacity of approximately          and young people in particular.                     2,100-hectare enclave are aimed at improving
       form part of a platform that spans different          210 MW.                                                                                                    the protection and management of species such
       solar energy technologies.                                                                                 Programmes and activities in the environmental        as the griffon vulture, the golden eagle and the
                                                             Tuin Zonne: construction and commissioning           area were funded with 10 million euros by Obra        Egyptian vulture.
       Renovalia Solar 2: construction and                   of the largest photovoltaic solar energy project     Social Caja Madrid in 2008.
       commissioning of a photovoltaic solar plant           financed in this sector, with €62.5 million in                                                             Taking flight: Spanish imperial eagle
       with installed capacity of 47.6 MW. The facility                                                                                                                 preservation programme
       is located in Puertollano, Ciudad Real, and is
                                                             financing. The project adds installed capacity of
                                                             122 MW in diverse areas of the country.              Biodiversity                                          Focusing on management of the species’
                                                                                                                                                                        habitat through collaboration agreements
                                                           In 2008 a full 90% of all project finance operations   conservation and                                      with landowners, conservation actions, and
                                                                                                                                                                        education and awareness activities regarding
                                                           carried out in the energy and environment area
                                                           involved renewable energies. This is a full 30%
                                                                                                                  protection                                            the bird and its endangered state.
                                                           higher than the previous year’s figure and reflects
                                                           Caja Madrid’s policy of prioritising project finance   Caja Madrid works to halt the loss of biodiversity
                                                           for green energy development.                          by protecting endangered species and restoring
                                                                                                                  degraded areas.
                                                                                                                  These efforts include the following major
                                                                                                                  biodiversity projects:
                                                                                                                  Two million trees
                                                                                                                  Now in its eighth year of life, this programme has
                                                                                                                  planted more than one million trees, reforesting
                                                                                                                  2,157 hectares in 15 projects in 12 different
                                                                                                                  regions of Spain.

                                                                                                                  Cantabrian bear
                                                                                                                  The various initiatives dedicated to protecting       Team work
                                                                                                                  this emblematic species include organising            Emilio Vera Vidal
                                                                                                                  and operating “Cantabrian Brown Bear Patrols”         0543 - Asset Finance Team

Social Responsibility 2008                       06. Environment                                                                                                                                                        64
    Sustainable                                                                                               Educational
    development                                                                                               campaigns
    Obra Social Caja Madrid pursues various                My building saves energy                           The educational activities were primarily              La Casa Encendida
    initiatives to promote habits and behaviour that       Led by La Casa Encendida, this project             channelled through the following initiatives:          The centre continued playing an active role
    contribute to sustainable development. These           promotes energy savings schemes amongst                                                                   in raising consciousness on the importance
    include:                                               community property owners associations in          “Agenda 21 schools programme”                          of biodiversity conservation and sustainable
                                                           downtown Madrid. The condominiums that             This project brings schoolchildren together to         development. A total of 38 different training
    You can do it                                          achieve the greatest savings are rewarded with     analyse the environmental problems affecting           actions were carried out, with courses and
    Obra Social organised a new edition of this            the installation of solar panels. This energy-     the areas where they live and think about their        workshops on bioclimatic construction,
    contest, in which prizes are given to the students     saving initiative was recently distinguished, in   causes and how to solve them, or at least mitigate     ecological gardening and other related
    who submit the best environmental improvement          the second edition of the Social Responsibility    their worst effects. In the 2008/09 school year it     matters. Prominent in the lecture series
    proposals for their schools. During the 2008/09        Market conducted in Spain, with an award in the    has been carried out in 38 schools, reaching 7,561     were talks on changes in land occupation
    academic year, the competition is being                “environment and climate change” category.         pupils, in the eastern part of the region of Madrid.   in Spain, architecture and town planning,
    conducted in the regions of Valencia, Murcia,                                                                                                                    market gardens, conservation challenges, the
    Catalonia, Andalusia, Madrid, León, Castilla la        Guide to household energy savings                  Healthy planet, healthy eating                         problems of urban areas and inner city green
    Mancha and Castilla León.                              This publication has been prepared to help make    This is a travelling environmental education           areas.
                                                           families more aware of responsible energy          classroom in a specially equipped bus. So far in
    Recycling household vegetable oil                      consumption practices that can reduce CO2          the 2008/09 academic year, the bus has toured the
    This project provides citizens with a convenient,      emissions.                                         regions of Catalonia, Valencia and Murcia.
    clean and efficient system for collecting their
    used vegetable oils for recycling. It is based in                                                         Prize for Accessibility in Protected Nature Areas
    the Casa Encendida and in 47 schools and 4                                                                (PNA)
    municipal centres in Madrid.                                                                              The first edition of the “PNA Accessibility Prize”
                                                                                                              was organised to reward the efforts made to
                                                                                                              date by the different entities that manage Spain’s
                                                                                                              protected nature and wildlife areas.

                                                                                                              A total of eight exhibitions toured Spain, visiting
                                                                                                              34 different localities in diverse regions and         Wind
                                                                                                              attracting approximately 140,000 people.               Carmen Linares Ayllón
                                                                                                                                                                     0860 - East Barcelona Dept.
                                                                                                              Trees: living legends II
                                                                                                              Covering 50 landmark trees in Spain, this
     Crystal lake
                                                                                                              publication marks a continuation of the work
     David Patilla Sánchez
                                                                                                              conducted in the previous “Trees: living legends”
     0784 - Information Systems

Social Responsibility 2008                     06. Environment                                                                                                                                                       65


  of local suppliers

   thousand euros
     in purchases
    Caja Madrid
    Degree of progress:              Initiated                 In progress             Completed

    COMMITMENT 2008                                                                                                                                                       COMMITMENT 2009

    Embed environmental and social responsibility criteria in supplier       In addition to environmental considerations, new supplier-evaluation criteria have           Identification of environmental characteristics
    selection processes with a steadily increasing weight .                  been added to the selection process to reflect social responsibility concerns such as        (consumption, components, recycling) of hardware
                                                                             human rights and diversity.                                                                  purchased (PCs, printers, ATMs) to influence
                                                                                                                                                                          purchase decision.
    Work in this area in 2008 to focus primarily on technology suppliers.    In 2008 the selection procedure was widened to include more suppliers.

    Aware of the importance of optimum supplier                Diversification of business among various              An essential part of applying the above policy
    management, Caja Madrid applies a procurement              suppliers, to spread out wealth generation.            principles involves making sure suppliers
    policy based on the following principles:                                                                         acknowledge, understand and accept these
                                                               Objective decision-making based on a checklist         principles. Caja Madrid is committed to
      Competitive selection of suppliers (bid list) for        of selection criteria.                                 maintaining ethical relationships with suppliers,
      the purchasing process, so the business unit                                                                    as part of its wider engagement with promoting
      which has requested the purchase gets the                Transmission to suppliers of the organisation’s        sustainable development in all of its activities.
      best possible result.                                    sustainability and environmental values.

      Transparency in the choice of suppliers, thanks
      to standardised procedures and collective
      decision-making under the Authorities and                                                                                                                                                    Desertification
      Delegated Powers system.                                                                                                                                                          Elena Celestino Valladares
                                                                                                                                                                                                      Branch 1785

Social Responsibility 2008                       07. Suppliers                                                                                                                                                               67
    Purchasing                                              Selection                                                    Responsible
    process                                                 policy                                                       engagement
    Caja Madrid has established a procurement               Caja Madrid continues to develop and complete                The list below sets out the different commitments that Caja Madrid expects from its suppliers as the basis for
    and supplier certification system that lays             supplier certification requirements to strengthen            their engagement.
    down the steps to be followed in negotiations,          the following areas:
    acquisitions, contracting and payments, based                                                                        Caja Madrid has established dialogue channels that allow us to solicit the opinion of organisational units
    on selection and approval criteria that ensure the           Respect for the environment and compliance with         that have requested a service, in order to analyse the level of internal satisfaction with the supplier, make
    transparency of the entire process:                          basic environmental legislation in all supplier         improvements and achieve synergies in inter-unit relations.
       The service to be provided is documented
       with the legal department so that all formal                                                                        Area                              Commitments
                                                                 Respect for basic human rights, in line with the
       requirements are set down in writing.                     global initiatives implemented by the International                                         Honesty in their personal and managerial conduct.
                                                                 Labour Organisation (ILO) to promote social                                                 An attitude of service towards Caja Madrid’s various units and departments.
       The selection process (initial assessment)                justice and internationally recognised human and         Rules of conduct
       for a new supplier is based on a checklist to                                                                                                         Confidentiality.
                                                                 labour rights.
       verify their technical capacity, depending on                                                                                                         Transparency in their dealings with third parties.
       the product or service in question, their official        Compliance with the other component principles
       credentials or certification and references.                                                                       Environmental policy               Conformity to the environmental management procedures applied
                                                                 of social responsibility, such as participation in or                                       internally.
                                                                 cooperation with the organisations spearheading
       The quality of supplier service is assessed on an         these efforts.                                           Prevention of occupational
       ongoing basis, according to the type of service                                                                    hazards policy                     Commitment to the prevention of on-the-job hazards in their operations.
       provided and the results obtained, compliance        The formal commitment undertaken by Caja Madrid
       with labour, tax, environmental, hazard prevention   with its suppliers is reflected in the incorporation of                                          Customer orientation..
       regulations etc., and alignment with the operating   environmental clauses into all contracts as a means
                                                                                                                          Quality policy                     Alignment with Caja Madrid’s internal quality management procedures.
       principles of Caja Madrid.                           of fostering the greatest possible environmental
                                                            safeguards in the supply chain. A standard annex                                                 Quality management systems.
       Regular meetings are held with suppliers to          on the prevention of occupational hazards is also
       discuss their general performance and specific       added to agreements for services performed on Caja            Purchasing policy                  Progressive transmission to suppliers of our sustainable development and
                                                            Madrid premises.                                                                                 environmental values.
       incidents and improve coordination with the
       organisation.                                        In addition, the main suppliers are given
                                                                                                                                                             Measures to foster equal opportunities.
                                                            questionnaires on quality and environmental                   Other
       Payments to suppliers are checked against the        issues. These are used to evaluate certain                                                       Participation in or co-operation with social institutions.
       relevant accounting entries, in an automated         parameters and allow a score and rating to be
       process that avoids delays with respect to           obtained for each supplier. At present this method
       agreed payment periods.                              has been used to analyse 318 suppliers.

                                                                                                                                                                                     My town, Bercimuel
                                                                                                                                                                                   Mónica Gutiérrez Mate
                                                                                                                                                                                     0683 - Organisation

Social Responsibility 2008                       07. Suppliers                                                                                                                                                                           68
    Profile and scope                                      Report
    of the report                                          content
    The information provided in this report covers the     To ensure this report effectively covers the             Also, four years ago Caja Madrid set up a
    activities carried on in 2008 by the Caja Madrid       issues and indicators that reflect our main social,      permanent steering committee whose mission
    Group, as the Group is defined in the annual           economic and environmental impacts, we have              is to promote social responsibility projects
    report (note 1.1), with the exception of those         taken into account the information obtained              within the organisation and to draw up the Social
    indicators for which some other perimeter is           from stakeholder groups (listed in the Caja              Responsibility Report. This group, which draws
    specified. Supplementary information is available      Madrid Social Responsibility System) through             its members from organisational units interfacing
    in the Caja Madrid Annual Report, and in the           the established dialogue channels, external              with stakeholders, is guided in its work by
    annual reports of Obra Social Caja Madrid and          regulations and standards applicable to financial        the conclusions obtained through stakeholder
    Fundación Caja Madrid and in the Corporate             institutions and our organisation’s mission,             dialogue channels.
    Governance Report.                                     vision, values and strategy.
                                                                                                                    The organisational units represented in the group
    Released annually since 2004, one of the               In 2008 a review was conducted of the materiality        are listed below:
    aims of this report is to open up an additional        project executed in 2007 to detect the most
    communication channel with our stakeholder             important stakeholders concerns that should
    groups (as identified in the chapter on SR and         be addressed in the report. Toward this end the
    Caja Madrid) that they can use to learn more           following lines of investigation have been taken
    about Caja Madrid’s activities and aims.               into account:

    Its structure is based on the G3 Guidelines of           A study analysing the pacesetters in corporate
    Global Reporting Initiative (GRI) and the “Financial     social responsibility, in and out of the financial
    Services Sector Supplements”.                            industry, and sector and social opinion leaders,
                                                             accompanied by continuous monitoring of the
    The data measurement techniques and                      press for related news.
    calculation methods, and all estimates applied,
    are explained in the tables or chapters where they       Materiality study by the CSR sector committee of
    appear whenever clarification seems warranted            the Confederación Española de Cajas de Ahorros
    for ease of understanding.                               (CECA), with the active participation of Caja Madrid
                                                             as a leading member.
    For any further information on the contents of this
    report, please contact us at:                          In addition to the above analyses, our outreach
                                                           efforts with customer stakeholders featured the                                      inclusion of questions in opinion surveys and
                                                           diverse meetings in relation to their needs and
                                                           expectations in the social responsibility area.
                                                           Read more on CSR and Caja Madrid

Social Responsibility 2008                     Report details                                                                                                           70
    Report                                                                                                     Identification
    assurance                                                                                                  data
    Caja Madrid is convinced that external review            Responsiveness: the organisation’s capacity to    Caja de Ahorros y Monte de Piedad de Madrid
    of its social responsibility reports provides a          offer solutions to stakeholder concerns as they   Founded as a pawnshop (Monte de Piedad) in 1702 and as a savings bank (Caja de Ahorros) in 1838
    valuable endorsement of the accuracy and                 are identified.
    reliability of their contents and of the social
                                                                                                               Registered office:
    responsibility activities described there.             Caja Madrid has conducted what is known as
                                                           Type 2 AA1000 sustainability assurance, which       Plaza de Celenque nº 2 - 28013 - Madrid
    It is also important that social responsibility        involves evaluating “AccountAbility” principles     Telephone: 902 2 4 6 8 10
    compliance be subject to independent analysis          and performance information. The evaluation         Fax: 91 423 94 54
    and assurance, with stakeholders having                is designed to provide a moderate level of          Swift: CAHM ES MM XXX
    full access to the results. There can be no            assurance.
    progress in social responsibility without the                                                              Entered in the Bank of Spain Savings Banks Register, No. 99
    type of transparent disclosure to stakeholders         All of this complements the report assurance
                                                                                                               Bank of Spain Code 2038
    that enables them to make reliably informed            procedure conducted according to the GRI G3
    decisions. Otherwise there is no way to                Guidelines.
    distinguish the companies with the greatest                                                                Entered in the Madrid Mercantile Registry
    commitment to society.                                                                                     Sheet no. 20, Volume 3,067 General, Page M-52,454, Entry

    This is why Caja Madrid calls on an independent                                                            Taxpayer Identification Number:
    external entity (Deloitte) to examine all the
    information provided in our Social Responsibility
    Report, just as it audits the financial information
    reported in the Annual Report. The two audits                                                              Member of the Savings Banks Deposit Guarantee Fund
    are conducted by different teams to ensure their
    impartiality.                                                                                              Website
    In an important new development, the 2008
    Report has been verified in accordance with the
                                                                                                               The bylaws and other information of public record may be consulted at the registered office or the website.
    AA1000 standards to assure that Caja Madrid
    complies with the principles of inclusivity,
    materiality and responsiveness:

       Inclusivity: all parties that may affect or be
       affected by the organisation’s activity must be

       Materiality: the relevance and significance of an
       issue for the organisation and its stakeholders
       must be determined.

Social Responsibility 2008                      Report details                                                                                                                                                               71
    A-C (12 terms)
    AA1000                                                 composition of the global atmosphere above and       concerns that arise from a transparent dialogue       ENVIRONMENTAL IMPACT
    Is an open-access voluntary standard that              beyond the climate’s natural variation observed      and dealings with its stakeholders, as a way of       Any change in environmental conditions, for
    sets out the requirements for assurance of             over comparable time periods (United Nations         standing accountable for the impact of its actions.   better or worse, ascribable wholly or in part
    Sustainability Reports. It was developed to            Framework Convention on Climate Change).                                                                   to an organisation’s activities, products and
    assure the credibility and quality of sustainability                                                                                                              services.
    performance and reporting.                             CMMI
                                                           Model for the assessment and improvement
                                                                                                                Glossary:                                             ENVIRONMENTAL ISSUE
    An audit that organisations go through to ensure
                                                           of system and software development and
                                                           maintenance processes.
                                                                                                                D-H (19 terms)                                        Element of an organisation’s activities,
                                                                                                                                                                      products or services that may interact with
    the credibility and quality of their sustainability                                                         ECO-EFFICIENCY                                        the environment. A material environmental
    reporting.                                             CODE OF CONDUCT                                      The state of creating more goods and services         aspect is one that has or may have significant
                                                           A document drawn up voluntarily by an                using fewer resources, and generating less waste      environmental impact.
    BASEL II                                               enterprise setting out the principles which          and pollution.
    Also known as the New Basel Capital Accord, this       it unilaterally undertakes to follow. In some                                                              ENVIRONMENTAL MANAGEMENT
    is a set of rules for banks aimed at controlling       cases, codes of conduct apply to suppliers,          ECO-LABELLING                                         Set of processes and systems to minimise an
    their credit risk and establishing minimum             subcontractors and third parties as well.            An “eco-label” identifies a product as having less    organisation’s environmental impact in the
    capital requirements.                                                                                       impact on the environment, because it meets a         pursuit of its activity.
                                                           CORPORATE GOVERNANCE                                 series of ecological conditions based on life cycle
    BENCHMARKING                                           Set of principles that regulate the design,          considerations.                                       EUROPEAN ALLIANCE FOR CORPORATE
    Assessing the results achieved by a project            structure and operation of a company’s governing                                                           SOCIAL RESPONSIBILITY (CSR)
    against those of other companies serving as a          bodies, such as its General Assembly and Board       ECONOMIC PERFORMANCE INDICATOR                        Umbrella organisation set up by the European
    reference.                                             of Directors.                                        Variable or measurement relating to the impact of     Commission with the aim of engaging all
                                                                                                                an organisation on the economic circumstances         interested European enterprises in contributing
    BIODIVERSITY                                           CORPORATE IDENTITY                                   of its stakeholders, as well as on local, national    to promoting and recognising CSR through
    Term used to refer to the enormous variety of          The set of characteristics, values and beliefs       and global economic systems.                          specific initiatives.
    plant and animal species found on the Earth and        that make up an organisation’s identity and set it
    the ecosystems in which they interrelate.              apart from the rest.                                 EMPLOYEE BENEFITS                                     EUROPEAN FOUNDATION FOR QUALITY
                                                                                                                Non-salary benefits that compensate a company’s       MANAGEMENT (EFQM) EXCELLENCE MODEL
    BIOENERGY                                              CORPORATE SOCIAL RESPONSIBILITY                      employees.                                            Self-assessment model that provides a
    Renewable energy obtained from biological              Corporate social responsibility, above and                                                                 working framework for embedding criteria of
    sources.                                               beyond the strict compliance with prevailing         ENVIRONMENT                                           excellence in an organisation’s management.
                                                           legal obligations, is an organisation’s voluntary    The whole complex medium in which an                  The model evaluates both the results obtained
    CLIMATE CHANGE                                         integration into its governance and management,      organisation operates, including the atmosphere,      and the systems and/or processes used to
    The change of climate attributed directly or           and into its strategy, policies and procedures, of   water, land, natural resources, flora, fauna,         achieve them.
    indirectly to human activity that alters the           social, labour, environmental and human rights       human beings and their interactions.

Social Responsibility 2008                      Glossary                                                                                                                                                                72
    EXCLUSIONARY OR NEGATIVE SCREENING                    GREENHOUSE GASES                                     ISO 14001
    Criteria applied to certain business activities       Greenhouse gases include CO2, CH4, NOx, O3,          International standard laying down specifications
    (certain products or services) which are “per se”     HFCs, PFCs and SF6. The main instrument for          for an Environmental Management System
    considered as non-responsible, such as alcoholic      their control is the Kyoto Protocol.                 conducive to ongoing improvement in an
    beverages, firearms, tobacco, etc.                                                                         organisation’s environmental performance, legal
                                                                                                                                                                      A basic AA1000 standard principle that consists
                                                          HUMAN RIGHTS                                         compliance and environmental protection and
                                                                                                                                                                      in determining the relevance and significance
    FINANCIAL EDUCATION                                   The basic freedoms, rights and values to which       pollution control practices.
                                                                                                                                                                      of an issue for the organisation and its
    Advice, guidance and information dispensed by         every person is entitled as a human being to
    financial institutions to their customers to help     ensure their right to live in dignity.               ISO 27002
    them develop their financial knowledge.                                                                    Information security standard. In origin it drew on
                                                                                                               British Standard BS 7799-1.
                                                                                                                                                                      Markets in Financial Instruments Directives,
                                                                                                                                                                      introducing a single market and common
                                                          I-P (22 terms)
    GRI indicators specific to the financial sector. A                                                         ISO 9001
                                                                                                                                                                      regulatory framework for financial services
    new version of the supplement came out in 2008,                                                            International standard laying down specifications
                                                                                                                                                                      in the 27 European Union Member States
    combining social and environmental indicators in                                                           for a Quality Management System that strives
                                                                                                                                                                      and in three other countries belonging to the
    a single block.                                       INCLUSIONARY OR POSITIVE SCREENING                   to maximise customer satisfaction through a
                                                                                                                                                                      European Economic Area (Iceland, Norway and
                                                          Criteria required of companies (which have not       process of continuous improvement.
    FINANCING                                             been eliminated in the negative screening) if they
    Attainment by a person, company or public body        are to be considered responsible in indices or in    KYOTO PROTOCOL
    of the funds or resources needed to meet the          certain funds.                                       International agreement aimed at reducing
                                                                                                                                                                      A statement of why an organisation exists
    monetary cost of a budget, project or economic                                                             emissions of the gases responsible for global
                                                                                                                                                                      and its fundamental purposes. It provides a
    activity.                                             INCLUSIVITY                                          warming.
                                                                                                                                                                      fundamental unifying focus and guide for long-
                                                          A basic AA1000 Standard principle that refers to
                                                                                                                                                                      term action to achieve the ultimate purpose for
    GEOGRAPHICAL ACCESSIBILITY                            participation by an organisation’s stakeholders      LOPD
                                                                                                                                                                      which the organisation was founded.
    Elimination of geographical barriers so products      in developing and achieving an accountable and       (Ley Oficial de Protección de Datos): the Spanish
    and services reach all people regardless of           strategic response to sustainability.                personal data protection law, designed to uphold
                                                                                                                                                                      OPINION MAKER
    where they live.                                                                                           and protect the civic freedoms and fundamental
                                                                                                                                                                      Person or group with the capacity to shape
                                                          INDICATOR                                            rights of individuals with regard to the handling of
                                                                                                                                                                      opinion on and demand for a given company
    GLOBAL REPORTING INITIATIVE (GRI)                     A qualitative or quantitative variable that allows   their personal data.
    International project whose mission is to prepare     us to measure the conduct or performance
    and disseminate Sustainability Reporting              of an organisation, and its compliance with          MANAGEMENT SYSTEM
                                                                                                                                                                      OZONE DEPLETING AGENTS
    Guidelines. These are voluntary guidelines for        preset goals and milestones. Core indicator: Of      The systematising of processes and procedures
                                                                                                                                                                      The gases that deplete the ozone layer include
    use by organisations wishing to report on the         obligatory use in publishing a report based on       to ensure that an organisation takes all the
                                                                                                                                                                      chlorofluorocarbon compounds (CFCs), other
    economic, social and economic dimensions of           GRI guidelines. Additional indicator: Advocated      necessary steps towards achieving its objectives.
                                                                                                                                                                      totally halogenated chlorofluorocarbons,
    their activities.                                     by the GRI Guidelines, though its use is at the
                                                                                                                                                                      halons, carbon tetrachloride, trichloroethane,
                                                          discretion of the reporting organisation.            MATERIAL ISSUE
                                                                                                                                                                      methyl bromide, hydrobromofluorocarbons,
    GOOD PRACTICES                                                                                             An issue that will influence the decisions, actions
                                                          INNOVATION                                                                                                  hydrochlorofluorocarbons (HCFCs) and
    Projects or experiences that stand as an example                                                           and performance of an organisation or its
                                                          Application of new ideas, concepts, products,                                                               bromochloromethane. The main instrument for
    or benchmark for their positive impact in CSR-                                                             stakeholders.
                                                          services and practices in useful ways that                                                                  their control is the Montreal Protocol.
    related areas.
                                                          enhance productivity.                                                                                       PHYSICAL ACCESSIBILITY

Social Responsibility 2008                     Glossary                                                                                                                                                                 73
    Elimination of architectural barriers and physical    RESPONSIBLE AND ETHICAL FUNDS                         performance in the area of human resources and              SPONSORSHIP
    obstacles that can hinder people with disabilities    Investment funds that use social or other non-        social programmes.                                          Support given to an event, activity, individual
    in their access to services and/or basic mobility.    financial criteria in selecting their investments.                                                                or organisation by providing money or other
                                                                                                                SOCIAL DIVIDEND                                             resources in return for promotion.
    POLICY                                                RESPONSIVENESS                                        The reinvestment of a substantial portion of
    Statement of an organisation’s intentions and         A basic principle of the AA1000 Standard              an organisation’s profits in the welfare of the             STAKEHOLDERS
    guiding principles with regard to some aspect         that refers to an organisation’s response to          community —the key element that differentiates              Those groups and individuals that must be
    of its conduct, expressed formally by its senior      stakeholder issues that affect its sustainability     savings banks (cajas de ahorro) from other                  taken into account to the extent they may affect
    management.                                           performance and which is realised through             financial institutions.                                     or be affected by the organisation’s activities.
                                                          decisions, actions and performance, as well as
    PREVENTION OF OCCUPATIONAL HAZARDS                    communication with stakeholders.                      SOCIAL PERFORMANCE INDICATOR                                SUSTAINABLE DEVELOPMENT
    Set of activities or measures implemented                                                                   Variable or measurement relating to the impact              “Development that meets the needs of the
    or planned across all phases of a company’s           RISK MANAGEMENT                                       of an organisation on the social systems within             present without compromising the ability
    activity with the goal of preventing or reducing      Analyses undertaken to preserve an institution’s      which it operates. This definition encompasses              of future generations to meet their own
    occupational hazards.                                 financial and balance sheet strength, maximising      labour practices, human rights and general                  needs” (Report of the World Commission on
                                                          the risk-return ratio.                                questions affecting customers/consumers, the                Environment and Development).
    PROCESS                                                                                                     community and other society stakeholders.
    A sequence of activities and contributions which      SELF-ASSESSMENT                                                                                                   VALUES
    progressively add value on the way to producing       Comprehensive, systematic internal review of          SOCIAL RESPONSIBILITY PLAN                                  The concepts and expectations informing the
    a product or service.                                 an organisation’s activities and performance by       Set of principles, programmes, policies,                    conduct of people within an organisation, and
                                                          reference to a management system, a standard          strategies and actions of an enterprise regarding           which imbue their relationships and way of
    PROJECT FINANCE                                       or excellence model.                                  its behaviour vis-à-vis its stakeholders, the               working.
    A mechanism for financing large-scale                                                                       economy, society and the environment. The Social
    investments secured by the project’s capacity         SERVICE QUALITY                                       Responsibility Plan reaches across all areas of             VISION
    to generate future cashflows to repay the loans       The ability of an organisation (persons,              an organisation and includes programmes or                  Description of what an organisation aspires
    and by agreements between the participants that       products and services) to satisfy the needs and       actions already being carrying out, promotes new            to be in the mid-term future, and the goals it
    assure the project’s profitability.                   expectations of its customers and stakeholders.       ones and ensures a unified organisation-wide                wishes to achieve.
                                                                                                                approach according to its core principles and

    Glossary:                                             SOCIAL ACTION
                                                          The action taken by an organisation when it
                                                                                                                values.                                                     VOLUNTEER WORK
                                                                                                                                                                            Unpaid work done by persons for the benefit of

    Q-Z (17 terms)                                        earmarks funds for improving the specific
                                                          situations of certain population segments and
                                                                                                                SOCIALLY RESPONSIBLE INVESTMENT (SRI)
                                                                                                                The embedding of sustainability as well as
                                                                                                                                                                            the community or the environment.

                                                          groups. Spanish savings banks (cajas de ahorro)       strictly financial criteria in the selection of
                                                          traditionally manage their social action activities   investment portfolios. Two types of criteria can be
                                                          through the “Obra Social”.                            differentiated in the terminology employed in SRI:
    Measures taken by a company to ensure its
    professionals can organise their personal and
                                                          SOCIAL BALANCE SHEET                                  SOLIDARITY
    working lives without a conflict or clash between
                                                          Quantitative and qualitative information providing    Quality of people and organisations contributing
    the two.
                                                          an objective measure of the organisation’s            economically or in other ways to social causes or groups.

Social Responsibility 2008                     Glossary                                                                                                                                                                        74
    Your Opinion
    At Caja Madrid, we place great value on knowing what our stakeholders think of the CSR Report, so that we can           What issues to you regard as the most important to be included in the
    take your comments and suggestions into account to improve future editions. We would therefore appreciate it            CSR Report?
    if you could complete this short questionnaire, telling us to what degree the following statements reflect your
    opinion, with “1” indicating complete disagreement and “5” full agreement:

                                                                                       1     2     3      4     5

    The Report provides very interesting information.

    The Report has an attractive format and design.                                                                         Please specify any issues you feel have not been addressed in the report..

    The report is well organised and the desired information is easy to find.

    The topics are explained clearly and are easy to understand.

    Overall, the report shows that Caja Madrid has a strong commitment to
    Corporate Social Responsibility.

    What is your main relationship with Caja Madrid?

         Customer                                                                                                           Any other comment, observation or suggestion you wish to make:





         Other - Cual

     NOTE: Only one category can be marked.
                                                                                                    You can answer the questionnaire and submit it online, or download a PDF file with the questionnaire, print and
                                                                                                    complete it, and send it to the Quality Area by ordinary post, fax or electronic mail: Caja Madrid Área de Calidad
                                                                                                    Paseo de la Castellana, 189 Madrid 28046 Fax: 91 423 56 91
                                                                                                    Correo electrónico:
Social Responsibility 2008                     Your opinion                                                                                                                                                              75

1      STRATEGY AND ANALYSIS                                                                                    Sections of the 2008 Report

       Statement from the most senior decisionmaker of the organization (e.g., CEO, chair, or equivalent
1.1                                                                                                                   Chairman´s statement
       senior position) about the relevance of sustainability to the organization and its strategy.

1.2    Description of key impacts, risks, and opportunities                                                           Analysis of key issues


2.1    Name of the organization.                                                                                        Identification data

2.2    Primary brands, products, and/or services                                                                          Group Activity

       Operational structure of the organization, including main divisions, operating companies,
2.3                                                                                                              Group Profile/ Governing Bodies
       subsidiaries, and joint ventures.

2.4    Location of organization’s headquarters.                                                                         Identification data

       Number of countries where the organization operates, and names of countries with either major
2.5                                                                                                                    Geographical reach
       operations or that are specifi cally relevant to the sustainability issues covered in the report..

2.6    Nature of ownership and legal form.                                                                                  About us

       Markets served (including geographic breakdown, sectors served, and types of customers/benefi
2.7                                                                                                            Group activity / Geographical reach

       Scale of the reporting organization, including:
       • Number of employees;
       • Net sales (for private sector organizations) or net revenues (for public sector organizations);
2.8                                                                                                                 Total employees/About us
       • Total capitalization broken down in terms of debt and equity (for private sector organizations);
       • Quantity of products or services provided.

       Significant changes during the reporting period regarding size, structure, or ownership including:
       • The location of, or changes in operations, including facility openings, closings, and expansions;
                                                                                                              Significant changes. Note 15 of annual
2.9    and
                                                                                                                          financial review
       • Changes in the share capital structure and other capital formation, maintenance, and alteration
       operations (for private sector organizations).

2.10   Awards received in the reporting period.                                                                     Sponsorship and awards


3.1    Reporting period (e.g., fi scal/calendar year) for information provided.                                   Profile and scope of the report

3.2    Date of most recent previous report (if any).                                                              Profile and scope of the report

3.3    Reporting cycle (annual, biennial, etc.)                                                                   Profile and scope of the report

3.4    Contact point for questions regarding the report or its contents.                                          Profile and scope of the report

       Process for defining report content, including:
       • Determining materiality;
3.5                                                                                                                      Report content
       • Prioritizing topics within the report; and
       • Identifying stakeholders the organization expects to use the report.

       Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures,
3.6                                                                                                               Profile and scope of the report

3.7    State any specific limitations on the scope or boundary of the report                                      Profile and scope of the report

       Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and
3.8    other entities that can signifi cantly aff ect comparability from period to period and/or between          Profile and scope of the report

       Data measurement techniques and the bases of calculations, including assumptions and
3.9    techniques underlying estimations applied to the compilation of the Indicators and other                   Profile and scope of the report
       information in the report

       Explanation of the eff ect of any re-statements of information provided in earlier reports, and the
3.10   reasons for such re-statement (e.g., mergers/ acquisitions, change of base years/periods, nature of               Report content
       business, measurement methods).
       Significant changes from previous reporting periods in the scope, boundary, or measurement
3.11                                                                                                                  Profile and scope of the report
       methods applied in the report

3.12   Table identifying the location of the Standard Disclosures in the report                                               GRI indicators

       Policy and current practice with regard to seeking external assurance for the report. If not included
       in the assurance report accompanying the sustainability report, explain the scope and basis of any
3.13                                                                                                                        Report assurance
       external assurance provided. Also explain the relationship between the reporting organization and
       the assurance provider(s).


       Governance structure of the organization, including committees under the highest governance
4.1                                                                                                                         Governing bodies
       body responsible for specific tasks, such as setting strategy or organizational oversight.

       Indicate whether the Chair of the highest governance body is also an executive offi cer (and, if so,
4.2                                                                                                                         Governing bodies
       their function within the organization’s management and the reasons for this arrangement).

                                                                                                                  Percentage of the executive board with
       For organizations that have a unitary board structure, state the number of members of the highest
4.3                                                                                                              independent directors / Independence of
       governance body that are independent and/or non-executive members.
                                                                                                                  General Assembly and Board members

       Mechanisms for shareholders and employees to provide recommendations or direction to the
4.4                                                                                                             Governing bodies / Stakeholders dialogue
       highest governance body.

       Linkage between compensation for members of the highest governance body, senior
4.5    managers, and executives (including departure arrangements), and the organization’s                                  Governing bodies
       performance (including social and environmental performance).

4.6    Processes in place for the highest governance body to ensure confl icts of interest are avoided.                     Guiding principles

       Process for determining the qualifications and expertise of the members of the highest governance
4.7                                                                                                                         Governing bodies
       body for guiding the organization’s strategy on economic, environmental, and social topics.

       Internally developed statements of mission or values, codes of conduct, and principles relevant to      CSR Policy / Compliance assurance / CSR
       economic, environmental, and social performance and the status of their implementation.                 management / Mission, Vision and Values

       Procedures of the highest governance body for overseeing the organization’s identifi cation and Governing bodies / Risk management/Ordinary
       management of economic, environmental, and                                                         General Assembly / II Ordinary General
       social performance, including relevant risks and opportunities, and adherence or compliance with Assembly/ Extraordinary General attendance
       internationally agreed standards, codes of conduct, and principles                                 Assembly / Number of board meetings

       Processes for evaluating the highest governance body’s own performance, particularly with
4.10                                                                                                                        Governing bodies
       respect to economic, environmental, and social performance.

       Explanation of whether and how the precautionary approach or principle is addressed by the
4.11                                                                                                            Risk management / Change management

                                                                                                              Association membership / Relations with
       Externally developed economic, environmental, and social charters, principles, or other initiatives government bodies / Sponsorship and awards /
       to which the organization subscribes or endorses.                                                       Obra Social Programmes / Foundation

       Memberships in associations (such as industry associations) and/or national/international
       advocacy organizations in which the organization:
       • Has positions in governance bodies;
4.13                                                                                                                    Association membership
       • Participates in projects or committees;
       • Provides substantive funding beyond routine membership dues; or
       • Views membership as strategic.

4.14   List of stakeholder groups engaged by the organization.                                                          Caja Madrid stakeholders

4.15   Basis for identification and selection of stakeholders with whom to engage.                                      Caja Madrid stakeholders

       Approaches to stakeholder engagement, including frequency of engagement by type and
4.16                                                                                                                    Caja Madrid stakeholders
       bystakeholder group

       Key topics and concerns that have been raised through stakeholder engagement, and how the
4.17                                                                                                           Analysis of key issues / Stakeholder dialogue
       organization has responded to those key topics and concerns, including through its reporting.
GRI G3 Indicator                                                                                                      Type        Scope                  Assurance

        Direct economic value generated and distributed, including revenues, operating costs, employee
EC1     compensation, donations and other community investments, retained earnings, and payments to                    C          Group
        capital providers and governments.

        Financial implications and other risks and opportunities for the organization’s activities due to climate
                                                                                                                       C          Group                       (1)

EC3     Coverage of the organization’s defined benefit plan obligations.                                               C          Group

EC4     Significant financial assistance received from government.                                                     C          Group

        Range of ratios of standard entry level wage compared to local minimum wage at significant locations
        of operation.
                                                                                                                       A       Caja Madrid

        Policy, practices, and proportion of spending on locally-based suppliers at significant locations of
                                                                                                                       C          Group                       (2)

        Procedures for local hiring and proportion of senior management hired from the local community at
        locations of significant operation.
                                                                                                                       C          Group

        Development and impact of infrastructure investments and services provided primarily for public
        benefit through commercial, in-kind, or pro bono engagement.
                                                                                                                       C          Group

EC9     Understanding and describing significant indirect economic impacts, including the extent of impacts.           A          Group


EN1     Materials used by weight or volume.                                                                            C       Caja Madrid                    (3)

EN2     Percentage of materials used that are recycled input materials.                                                C       Caja Madrid                    (4)

EN3     Direct energy consumption by primary energy source.                                                            C       Caja Madrid

EN4     Indirect energy consumption by primary source.                                                                 C       Caja Madrid

EN5     Energy saved due to conservation and efficiency improvements                                                   A       Caja Madrid

        Initiatives to provide energy-efficient or renewable energy based products and services, and reductions
        in energy requirements as a result of these initiatives.
                                                                                                                       A       Caja Madrid

EN7     Initiatives to reduce indirect energy consumption and reductions achieved.                                     A       Caja Madrid                    (5)

EN8     Total water withdrawal by source.                                                                              C     Singular buildings

                                                                                                                                                   Due to the activity carried
                                                                                                                                                      out by Caja Madrid
EN9     Water sources significantly affected by withdrawal of water.                                                   A          Group               Group, waste water
                                                                                                                                                   discharges are done into
                                                                                                                                                  the urban sewage system.

                                                                                                                                                   Due to the activity carried
                                                                                                                                                      out by Caja Madrid
                                                                                                                                                      Group, waste water
EN10    Percentage and total volume of water recycled and reused.                                                      A          Group            discharges are done into
                                                                                                                                                  the urban sewage system,
                                                                                                                                                    so no recycled water is

                                                                                                                                                  Caja Madrid Group does
                                                                                                                                                  not own, lease, manage
                                                                                                                                                   or is adjacent to lands
        Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high
        biodiversity value outside protected areas.
                                                                                                                       C          Group            with this characteristics
                                                                                                                                                  because all its buildings
                                                                                                                                                  and offices are based on
                                                                                                                                                         urban areas.

                                                                                                                                                  Due to the activity carried
        Description of significant impacts of activities, products, and services on biodiversity in protected areas                               out by Caja Madrid Group
        and areas of high biodiversity value outside protected areas.
                                                                                                                       C          Group
                                                                                                                                                     it has not significant
                                                                                                                                                   impacts on biodiversity

EN13    Habitats protected or restored.                                                                                A          Group

EN14    Strategies, current actions and future plans for managing impacts on biodiversity.                             A          Group
                                                                                                                                                  Caja Madrid Group does
                                                                                                                                                  not produce impacts on
        Number of IUCN Red List species and national conservation list species with habitats in areas affected                                      this kind of species
        by operations, by level of extinction risk.
                                                                                                                       A          Group
                                                                                                                                                  because all its buildings
                                                                                                                                                  and offices are based on
                                                                                                                                                        urban areas.

EN16    Total direct and indirect greenhouse gas emissions by weight.                                                  C       Caja Madrid

EN17    Other relevant indirect greenhouse gas emissions by weight.                                                    C       Caja Madrid                    (6)

EN18    Initiatives to reduce greenhouse gas emissions and reductions achieved                                         A          Group
GRI G3 Indicator                                                                                                     Type     Scope              Assurance
                                                                                                                                          Due to the activity carried
                                                                                                                                             out by Caja Madrid
EN19    Emissions of ozone-depleting substances by weight.                                                            C       Group          Group, there are no
                                                                                                                                           significant emissions of
                                                                                                                                              these substances.

EN20    NO, SO, and other significant air emissions by type and weight.                                               C     Caja Madrid

                                                                                                                                           Due to the activity carried
                                                                                                                                              out by Caja Madrid
EN21    Total water discharge by quality and destination.                                                             C       Group           Group, waste water
                                                                                                                                           discharges are done into
                                                                                                                                          the urban sewage system.

EN22    Total weight of waste by type and disposal method.                                                            C     Caja Madrid               (7)

                                                                                                                                          Due to the activity carried
                                                                                                                                          out by Caja Madrid Group
EN23    Total number and volume of significant spills.                                                                C       Group
                                                                                                                                           no significant spills are
                                                                                                                                            This type of operations
        Weight of transported, imported, exported or treated waste deemed hazardous under the terms of the                                 are not carried out due to
        Basel Convention Annex I, II, III and VIII, and percentage of transported waste shipped internationally.
                                                                                                                      A       Group
                                                                                                                                          the activity of Caja Madrid

                                                                                                                                           Due to the activity carried
                                                                                                                                              out by Caja Madrid
        Identity, size, protected status and biodiversity value of water bodies and related habitats significantly
        affected by the reporting organization's discharges of water and runoff.
                                                                                                                      A       Group           Group, waste water
                                                                                                                                           discharges are done into
                                                                                                                                          the urban sewage system.

EN26    Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation.      C       Group                   (8)

                                                                                                                                             Caja Madrid Group's
                                                                                                                                          activity does not generate
EN27    Percentage of products sold and their packaging materials that are reclaimed by category.                     C       Group
                                                                                                                                            significant volumes of
                                                                                                                                            recoverable materials

        Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with
        environmental laws and regulations.
                                                                                                                      C       Group

                                                                                                                                            Caja Madrid Group´s
        Significant environmental impacts of transporting products and other goods and materials used for the                             activity does not produce
        organization's operations and transporting members of the workforce.
                                                                                                                      A       Group
                                                                                                                                          significant environmental

EN30    Total environmental protection expenditures and investments by type.                                          A       Group


LA1     Total workforce by employment type, employment contract, and region.                                          C       Group

LA2     Total number and rate of employee turnover by age group, gender, and region.                                  C       Group

        Benefits provided to full-time employees that are not provided to temporary or part-time employees, by
        mayor operations.
                                                                                                                      A       Group

LA4     Percentage of employees covered by collective bargaining agreements.                                          C       Group

        Minimum notice period(s) regarding operational changes, including whether it is specified in collective
                                                                                                                      C       Group

        Percentage of total workforce represented in formal joint management-worker health and safety
        committees that help monitor and advise on occupational health and safety programs.
                                                                                                                      A       Group

        Rates of injury, occupational diseases, lost days, and absenteeism, and number of work related
        fatalities by region.
                                                                                                                      C       Group

        Education, training, counseling, prevention, and risk-control programs in place to assist workforce
        members, their families, or community members regarding serious diseases.
                                                                                                                      C       Group

LA9     Health and safety topics covered in formal agreements with trade unions.                                      A       Group

LA10    Average hours of training per year per employee by employee category.                                         C       Group                   (9)

        Programs for skills management and lifelong learning that support the continued employability of
        employees and assist them in managing career endings
                                                                                                                      A       Group

LA12    Percentage of employees receiving regular performance and career development reviews.                         A       Group

        Composition of governance bodies and breakdown of employees per category according to gender,
        age group, minority group membership and other indicators of diversity.
                                                                                                                      C       Group                  (10)

LA14    Ratio of basic salary of men to women by employee category.                                                   C       Group
GRI G3 Indicator                                                                                                        Type     Scope       Assurance
        Percentage and total number of significant investment agreements that include human rights clauses
        or that have undergone human rights screening.
                                                                                                                         C       Group

        Percentage of significant suppliers and contractors that have undergone screening on human rights
        and actions taken.
                                                                                                                         C       Group          (11)

        Total hours of employee training on policies and procedures concerning aspects of human rights that
        are relevant to operations, including the percentage of employees trained.
                                                                                                                         A       Group

HR4     Total number of incidents of discrimination and actions taken.                                                   C       Group

        Operations identified in which the right to exercise freedom of association and collective bargaining
        may be at significant risk, and actions taken to support these rights.
                                                                                                                         C       Group

        Operations identified as having significant risk for incidents of child labor, and measures taken to
        contribute to the elimination of child labor.
                                                                                                                         C       Group

        Operations identified as having significant risk for incidents of forced or compulsory labor, and
        measures to contribute to the elimination of forced or compulsory labor.
                                                                                                                         C       Group

        Percentage of security personnel trained in the organization's policies or procedures concerning
        aspects of human rights that are relevant to operations.
                                                                                                                         A     Caja Madrid

HR9     Total number of incidents of violations involving rights of indigenous people and actions taken.                 A       Group
        Nature, scope, and eff ectiveness of any programs and practices that assess and manage the impacts
        of operations on communities, including entering, operating, and exiting.
                                                                                                                         C       Group

SO2     Percentage and total number of business units analyzed for risks related to corruption.                          C       Group

SO3     Percentage of employees trained in organization’s anti-corruption policies and procedures.                       C       Group

SO4     Actions taken in response to incidents of corruption.                                                            C       Group         (12)

SO5     Public policy positions and participation in public policy development and lobbying.                             C       Group

        Total value of financial and in-kind contributions to political parties, politicians and related institutions
        by country.
                                                                                                                         A       Group         (13)

        Total number of legal actions for anti-competitive behavior, anti-trust and monopoly practices and their
                                                                                                                         A       Group

        Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with
        laws and regulations.
                                                                                                                         C       Group

        Life cycle stages in which health and safety impacts of products and services are assessed for
PR1     improvement, and percentage of significant products and services categories subject to such                      C     Caja Madrid     (14)
        Total number of incidents of non-compliance with regulations and voluntary codes concerning health
        and safety impacts of products and services during their life cycle, by type of outcomes.
                                                                                                                         A       Group

        Type of product and service information required by procedures, and percentage of significant
        products and services subject to such information requirements.
                                                                                                                         C     Caja Madrid     (14)

        Total number of incidents of non-compliance with regulations and voluntary codes concerning product
        and service information and labeling, by type of outcomes.
                                                                                                                         A       Group

        Practices related to customer satisfaction, including results of surveys measuring customer
                                                                                                                         A       Group

        Programs for adherence to laws, standards, and voluntary codes related to marketing communications,
        including advertising, promotion, and sponsorship.
                                                                                                                         C       Group

        Total number of incidents of non-compliance with regulations and voluntary codes concerning
        marketing communications, including advertising, promotion and sponsorship.
                                                                                                                         A       Group

        Total number of substantiated complaints regarding breaches of customer privacy and losses of
        customer data.
                                                                                                                         A       Group

        Monetary value of significant fines for non-compliance with laws and regulations concerning the
        provision and use of products and services.
                                                                                                                         C       Group
FINANCIAL SERVICES SECTOR INDICATORS                                                                   Scope                Assurance
Products and services impact section
Management and approach
        Policies with specific environmental and social components applied to business
FS1                                                                                                     Group
        Procedures for assessing and screening environmental and social risks in
FS2                                                                                                     Group                    (15)
        business lines.
        Processes for monitoring clients’ implementation of and compliance with
FS3                                                                                                     Group                    (15)
        environmental and social requirements included in agreements or transactions.
        Process(es) for improving staff competency to implement the environmental and
FS4                                                                                                     Group
        social policies and procedures as applied to business lines.
        Interactions with clients/investees/business partners regarding environmental and
FS5                                                                                                     Group
        social risks and opportunities.
Product portfolio
        Percentage of the portfolio for business lines by specific region, size (e.g.
FS6                                                                                                     Group
        micro/SME/ large) and by sector.
        Monetary value of products and services designed to deliver a specific social
FS7                                                                                                     Group                    (16)
        benefit for each business line broken down by purpose.
        Monetary value of products and services designed to deliver a specific
FS8                                                                                                     Group
        environmental benefit for each business line broken down by purpose.
        Coverage and frequency of audits to assess implementation of environmental and
FS9                                                                                                     Group                    (15)
        social policies and risk assessment procedures.
Asset management

        Percentage and number of companies held in the institution’s portfolio with which
FS10                                                                                                    Group                    (16)
        the reporting organization has interacted on environmental or social issues.
        Percentage of assets subject to positive and negative environmental or social
FS11                                                                                                    Group                    (16)
        Voting policies applied to environmental or social issues for shares over which the
FS12                                                                                                    Group
        reporting organization holds the right to vote shares or advises on voting.
Social performance: Society

FS13 Access points in low-populated or economically disadvantaged areas by type.                        Group

FS14 Initiatives to improve access to financial services for disadvantaged people.                      Group
Social performance: Product responsibility
Product and service labelling
FS15 Policies for the fair design and sale of financial products and services.                          Group

FS16 Initiatives to enhance financial literacy by type of beneficiary.                                  Group

Group: Caja de Ahorros y Monte de Piedad de Madrid and Subsidiaries with financial activity, and Fundación and Obra Social when
applicable. For further information visit the chapter "About this Report » Boundary"
Caja Madrid: Caja de Ahorros y Monte de Piedad de Madrid
Singular Buildings: head office at Plaza Castilla and buildings in Las Rozas, Celenque and Emilio Muñoz

(1) Information about the financial consequences is not included
(2) The number of local suppliers is reported but not the percentage of payments relating to these local suppliers (taken to be national)
(3) Information is given on paper and toner consumption
(4) Information is given on paper and toners comsumed that are recycled
(5) The reductions in indirect energy consumption are not reported
(6) Information is given on the initiatives to reduce the emissions but not about the total amount
(7) The perimeter of each data is showed in the table (head office or Caja Madrid)
(8) No information is provided on the extent of the reduction of this impact
(9) Not broken down by employee category
(10) Not broken down by minorities or indicators of diversity
(11) The information reported does not include the percentage of significant suppliers and contractors that have undergone screening on human
(12) Information is only given on Group policies related to money laundering
(13) Information is only given on loans to political parties
(14) No information is given in percentages
(15)The information is only given on environmental aspects
(16) Only qualitative information is included

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