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Caja Madrid


              00. Chairman’s statement       3
              01. Caja Madrid Group          4
              02. CSR at Caja Madrid        15
              03. Professionals             22
              04. Customers                 36
              05. Society                   51
              06. Environment               61
              07. Suppliers                 69
              Report details                72
              Glossary                      75
              Your opinion                  78
              Independent review report     79
 The 2009 Social Responsibility Report underscores Caja Madrid’s commitment to our stakeholders          Caja Madrid always strives to take its place at the forefront of innovation in the social arena as well.
 (customers, suppliers and employees) and to society as a whole, along with our active care for the      In 2009 Obra Social Caja Madrid made energetic use of new technologies, allowing us to broaden
 environment, by presenting the main projects and initiatives carried out by the Group during the        the outreach of our projects and initiatives through a network of thematic blogs and to transform
 year.                                                                                                   the online social networking platforms into social service, cultural and educational forums open to
                                                                                                         thousands of people anywhere and everywhere in the world.
 Given our foundation as an entity dedicated to serving society, our business model is imbued
 with a dual social and financial mission. We therefore bring a keen social sensitivity to bear on       Even though the renewable energy sector was hit hard in Spain and internationally by lack of
 all our financial activity, a key differential factor in the Spanish financial market. In the current   liquidity in the markets, a total of 611.76 million euros of project finance was extended to promote
 economic and financial crisis, the worst we have lived through in recent decades, this solid social     the development of clean energy and waste treatment facilities as a means of contributing to
 outlook helps us to focus our Social Responsibility initiatives on those areas that can deliver the     environmental conservation and improvement.
 most support to our customers and stakeholders in confronting these hardships and on fostering
 projects that stimulate the national economy and promote social wellbeing.                              At Caja Madrid our commitment to act as a responsible member of our society is based on the
                                                                                                         strength of the trust deposited in us by more than seven million customers and the work of 15,000
 Along these lines, during 2009, throughout the entire commercial network we strengthening the           professionals in more than 2,000 offices throughout the country. We are driven by the conviction
 plan on personalised advising and solutions for customers that are finding it hard to keep up on        that Social Responsibility makes us a stronger financial institution and contributes to the
 their payments (individuals, the self-employed and businesses). Advances were also made in              achievement of sustainable results with the aim of continuing to pursue policies and actions that
 enhancing the accessibility of services and products through an extensive and varied multichannel       promote economic development, social progress and the preservation of our environment.
 network, working to bring down the barriers faced by persons with impaired vision and hearing.
                                                                                                         Caja Madrid Chairman
 Caja Madrid’s vigorous support for the business community is seen in the scale of our lending
 to individuals and businesses, which in 2009 topped 15,800 million euros (without including
 commercial discounts). This figures reflects Caja Madrid’s strategic commitment to providing
 financing to viable and profitable projects pursued by Spanish companies and entrepreneurs,
 always a top priority for our organisation.

 During the year, Caja Madrid implemented and developed credit facilities under all of the
 financing lines approved by the ICO, Spain’s Official Credit Institute, to bolster the liquidity of
 Spanish businesses. Caja Madrid thus extended 877 million euros in financing in more than 8,000
 operations approved in 2009. In the Madrid Region, we approved close to 26,000 operations worth
 more than 2,175 million euros under the framework agreement with the CEIM and the Madrid
 Chamber of Commerce, and in the Support Programme for Small and Medium Enterprises in

 Over the year Obra Social and Fundación Caja Madrid continued to live up to the challenge of
 serving as conduits for Caja Madrid’s contribution to our society. More than 200 million euros of
 funding was provided to a whole host of social service activities and varied educational, cultural
 and environment programmes carried on throughout the country.

Corporate Social Responsibility 2009                          00. Chairman’s statement                                                                                                                       3
Caja Madrid
              Since its foundation Caja Madrid has
              pursued a dual social and financial
              vision that has allowed us to adapt to
              many changing circumstances quickly
              and effectively.

              The customer remains first and
              foremost at the centre of our business,
              and that is why all our efforts seek
              to offer personalised products and
              services that meet the present
              and potential needs of the people
              we serve, with primary focus on
              financial inclusiveness as a means for
              advancing social equality.

              Transparency and
              commitment to ethics

              Over   €190billion
              in consolidated total assets

              Over   €146billion
              In customer funds under managment
              (on balance sheet)
                                                                                                     Mission, vision
 About us                                          The Group                                         and values
 Caja Madrid is a financial institution with       The Caja Madrid Group is made up of 45            Mission
 a social remit which in the last 300 years        subsidiary companies which engage in
 has successfully carried forward the              activities supplementing those of the parent.     Caja Madrid, a national financial group with an
 advancement of a social and financial agenda                                                        international reach, has the mission to address
 that expresses our two-fold organisational        The financial services company Caja Madrid        its clients’ financial needs in the framework of a
 purpose.                                          Cibeles, created in 2008, is the vehicle for      universal banking model with service quality as
                                                   actively operating in the asset management        its key differentiating element and to contribute
 The longevity and strength of its commitment      and intermediation, private banking,              to the sustainable growth of the society where
 and the volume of funds allotted make Caja        insurance and specialised lending business        it operates through its business activity and its
 Madrid a leader in this social function. From     lines. Cibeles is also the platform for the       social and cultural agenda.
 its beginnings, the institution has returned      Group’s international expansion.
 a large part of its profits to society through                                                      Vision                                               Isabel Tomé Otero
 Obra Social Caja Madrid and Fundación Caja        The holding company Corporación Financiera                                                             0683 - Organisation
 Madrid, contributing to the socioeconomic         Caja Madrid is a key piece in the Caja Madrid     Caja Madrid aims to be the leading financial
 progress of the communities where it does         Group’s strategy to diversify its business by     group in the Madrid Region and a provider
 business. In 2009 a total of €210 million was     investing in companies with the capacity to       of reference in all other contested markets,         Quality: as a means to build customer trust and
 spent on the programmes run by Obra Social        generate value. At present, the main sectors      combining a differentiated offering by               loyalty.
 and Fundación Caja Madrid.                        targeted are infrastructure, energy and           geographical market and customer segment
                                                   technology, manufacturing, tourism, health        with personalised guidance and optimal               Results driven: the pursuit of earnings and
 And in its savings bank business, Caja Madrid     and elderly care, leisure, venture capital,       profitability and efficiency ratios, supported on    profitability, directing our efforts as efficiently
 is Spain’s fourth largest financial group with    finance and real estate.                          innovation, customer service quality and the         as possible to the achievement of our
 consolidated total assets of €190,000 million                                                       contribution of all the professionals within our     objectives.
 at the close of 2009.                             In addition, the Caja Madrid Group has a          Group.
                                                   strategic alliance in the insurance sector with                                                        Innovation: a proactive, forward-looking
                                                   MAPFRE.                                           Values                                               approach, so we know where we want to get to
                                                                                                                                                          and how to mobilise all our resources to this
                                                                                                       Responsibility: ethics and integrity, with all     end.
                                                                                                       actions and decisions fully compliant with
                                                                                                       laws, norms, codes and internal rules.

                                                                                                       Teamwork: collaboration, cooperation and
                                                                                                       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.

                                                  Toward the goal
                                                  José Angel Alonso Ugarte
                                                  Branch 4507

Corporate Social Responsibility 2009                        01. Caja Madrid Group                                                                                                                          5
                                                                                                                                                                                        Control Committee
                                                                                                                                                                                        This committee oversees the management performance of the Board of

 Governing                                   General Assembly
                                             Composed of representatives of social interest groups and
                                                                                                                                                                                        Directors to ensure its efficiency, legality and conformity with the Bylaws,
                                                                                                                                                                                        as well as with the instructions issued by the General Assembly.

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

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

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

 Caja Madrid is currently involved in the election process to choose the General Assembly members who                            In 2009 the Caja Madrid Bylaws and Electoral Regulations were amended to adapt them to
 will represent town councils, the Madrid regional parliament and representative entities. The renewal of                        Community of Madrid Law 2/2009 of 23 June on Savings Banks in the Madrid Region. Both the
 the governing bodies will be completed in the first quarter of 2010.                                                            Bylaws and the Electoral Regulations were approved by the Caja Madrid General Assembly on 20
                                                                                                                                 July 2009 and subsequently authorised by the Order issued on 23 July 2009 Order by the head of the
                                                                                                                                 Department of Economy and Finance of the Madrid Regional Government.
Corporate Social Responsibility 2009                                  01. Caja Madrid Group                                                                                                                                                                    6
                                                                                                      Independence of
 Guiding                                                                                              General Assembly
 principles                                                                                           and Board members
 The Caja Madrid Bylaws lay down the principles       Respecting the duty of secrecy with regard to   Caja Madrid seeks to ensure the good                   Members of boards of directors or equivalent
 to be followed by the members of its governing       any confidential information received in the    governance of our organisation by means of             bodies of more than four companies or
 bodies in the pursuit of their duties, which         exercise of their duties.                       “incompatibility” clauses. The goal at all times       cooperative entities. Positions held on the
 should be conducted:                                                                                 is to guarantee the full independence of the           board of directors or equivalent body of
                                                    As prescribed by current legislation, Caja        members of the General Assembly, of the Board          companies in which the director in question,
   Solely for the benefit of Caja Madrid and its    Madrid has drawn up Internal Rules of Conduct     of Directors and of the Control Committee and          his or her spouse, ascendants or descendants,
   social and cultural agenda.                      for securities exchange activities. These rules   avoid possible conflicts of interest.                  together or separately own at least the
                                                    apply integrally to all members of the Board                                                             quantity of shares yielded by dividing the
   With full independence from the organisations    of Directors, the Control Committee and the       Accordingly, no person in any of the following         share capital by the number of board seats
                                                                                                      situations may serve in the General Assembly:          shall not compute towards the above limit.
   or groups that elected or appointed them,        Management Committee. Their purpose is
                                                                                                                                                             The same rule shall apply in cases of the
   which may not instruct them as to how to         to avert conflicts of interest and to prevent
                                                                                                        Chairmen, board members, directors,                  legal representation of minors, absent or
   perform their functions. They shall answer       the improper use or disclosure of inside
                                                                                                        members of governing bodies, executives,             incapacitated directors. In no event may the
   only to the governing body they belong to and,   information possessed by members of the Caja        managers, advisors or similar officers in other      total directorships held by any one person
   ultimately, to the General Assembly.             Madrid governing bodies.                            credit institutions or corporations or entities      number more than eight.
                                                                                                        that promote, sustain or guarantee financial
                                                                                                        institutions, except when such posts are held        Current employees of other financial entities
                                                                                                        in representation of Caja Madrid.                    that are not Caja Madrid subsidiaries.

                                                                                                        Senior managers in other financial institutions      Members of the Spanish National Parliament,
                                                                                                        that are not subsidiaries of Caja Madrid.            the European Parliament or a regional
                                                                                                                                                             parliament or holding the position of mayor,
                                                                                                        Persons working for government departments           town council member or senior government
                                                                                                        or agencies who perform functions directly           officer.
                                                                                                        relating to the activities carried on by savings
                                                                                                        banks.                                             Caja Madrid has no formal voting policies in
                                                                                                                                                           relation to social or environmental matters,
                                                                                                      The above situations also render persons             because such provisions could affect the
                                                                                                      ineligible to serve on the Caja de Madrid Board      independence of GA and Board members.
                                                                                                      of Directors or on the Control Committee. In         Nevertheless, the principles and commitments
                                                                                                      addition, persons in the following situations will   undertaken by Caja Madrid in these areas are
                                                                                                      likewise not be allowed to hold a Caja Madrid        taken into account when they exercise their voting
                                                                                                      directorship or seat on the Control Committee:       rights.

                                                    Alberto Ortega Martín
                                                    0758 - Sponsorship, Public Relations and Image

Corporate Social Responsibility 2009                         01. Caja Madrid Group                                                                                                                       7
 The expectations identified through Caja Madrid         When more time is available, the change can      CECA: As a savings bank organised as a                 Foro Pro Clima: Caja Madrid is a member of
 stakeholder dialogue channels will call at times        be integrated into the annual planning cycle,    “caja de ahorros”, Caja Madrid belongs to              Foro Pro Clima, an initiative of the Madrid City
 for immediate or strategic changes, which are           such that it be approved by the Management       the Confederación Española de Cajas de                 Council to spearhead and stimulate private
 addressed by the organisation’s leaders on a            Committee and Board of Directors and             Ahorros (CECA), and takes an active part in            sector efforts to fight air pollution in the Madrid
 delegate basis according to their characteristics:      subsequently implemented via the work plan       all discussion forums and the pooling of best          Region. These joint efforts include a line of
                                                         established by the competent group in the        practices. In the sector CSR committee, it has         credit offering advantageous terms to Madrid
   In those cases where stakeholder demands              organisation.                                    participated in drawing up the Green Paper on          businesses for capital expenditure aimed at
   require that changes be made and implemented                                                           CSR in the Financial Sector, an analysis of the        reducing CO2 emissions, as well as participation
   urgently, the appropriate actions are decided by    The Management Committee is thus able to           current landscape and possible future scenarios        in the “Guide to good environmental practices in
   the relevant Committee and, in the last instance,   stay permanently abreast of and involved in Caja   regarding the financial industry’s contribution to     the office” and the related initiatives carried out
   by the Management Committee, which will also        Madrid’s social, environmental and economic        social responsibility.                                 by the forum.
   earmark the necessary resources and investment      performance, as shaped by ongoing dialogue with
   funds.                                              our stakeholders.                                  Global Reporting Initiative (GRI): Our Social        It also maintains institutional relations with a
                                                                                                          Responsibility Report has been prepared              number of charitable organisations (Fundación
                                                                                                          in accordance with GRI guidelines, an                Cruz Roja, Fundación de Ayuda contra la
                                                       Association                                        internationally recognised framework for
                                                                                                          measuring and informing about companies’
                                                                                                                                                               Drogadicción, etc), cultural associations (Fundación
                                                                                                                                                               Pro Real Academia Española, Asociación de
                                                       membership                                         socially responsible activities. This particular
                                                                                                          report has obtained the A+ seal, the highest
                                                                                                                                                               Amigos del Museo del Prado, Asociación de
   Gathering the balloon                                                                                                                                       Amigos del Museo Nacional Centro de Arte Reina
   Antonio Albaladejo Fernandez-Delgado                Caja Madrid maintains close links with other       distinction for SR reports and an endorsement        Sofía, Museo Thyssen-Bornemisza) and academic
   Branch 1043                                         national and international institutions and        of the scale and scope of its contents.              institutions (Fundación General de la Universidad
                                                       organisations in which the members of                                                                   de Alcalá, Fundación General de la Universidad Rey
                                                       its governing bodies play an active role in        European Savings Banks Group (ESBG): Caja            Juan Carlos, etc.).
                                                       representation of the Group’s interests.           Madrid has endorsed the ESBG “Charter for
                                                                                                          Responsible Business” and the “Resolution:
                                                         European Alliance: Caja Madrid has subscribed    towards a greener savings and retail banking                     SUSTAINABILITY RATINGS
                                                         to the “European Alliance for CSR” set up        sector”, promoted by the ESBG, strengthening
                                                         by the European Commission as a vehicle to       our commitment and participation in studies to
                                                         disseminate corporate social responsibility      share good practices in Europe.
                                                         ideas and practices among European
                                                         enterprises. In this group, Caja Madrid has
                                                         participated in sharing best practices in the
                                                         equal opportunity and environmental areas.

                                                         Club Excelencia en Gestión: This organisation,
                                                         to which Caja Madrid has belonged since 1998,
                                                         champions the implementation of the EFQM
                                                         management excellence model among Spanish                                                                   INTERNATIONAL CSR COOPERATION
                                                         companies and institutions.

Corporate Social Responsibility 2009                           01. Caja Madrid Group                                                                                                                             8
 Relations with
 government                                                                                                 Group
 bodies                                                                                                     activity
 The public sector is an important motor of              Agreement with the I.D.A.E. alternative            Caja Madrid works to a universal banking
 economic growth and competitiveness and social          energies institution to provide guarantee          model based on close personal relations
 welfare. Caja Madrid is therefore a dynamic             facilities for financing of renewable energy       with customers, product innovation and
 partner to government organisations in efforts to       projects.                                          service quality. The Group serves 7.2 million
 create employment, foster industry and enhance                                                             customers across all segments: individuals,
 productivity and the generation of wealth, always       Foro Pro Clima: A line of credit has been          small and medium enterprises (SMEs),
 on an independent basis and with full autonomy          set up, in conjunction with the Madrid City        large corporations and public and private
 in our decision making.                                 Council, to allow local enterprises to obtain      institutions.
                                                         favourable terms to finance capital spending
 This is reflected in our active contribution to a       to improve their energy efficiency and reduce                                                           Natural mirror
                                                                                                            Caja Madrid offers a diverse family of financial
 wide range of initiatives through agreements            CO2 emissions.                                                                                          Javier Maeso Díaz
                                                                                                            solutions to individual and business clients         Branch 2458
 with different administrative agencies to respond
 to some of the most pressing social problems:                                                              in the following main product lines: savings
                                                         Arrangement with Madrid regional authorities
 generating jobs, contributing to economic                                                                  products, loans, payment cards, pension
                                                         to advance funds to beneficiaries of aid
 development and nurturing small businesses,             granted under programmes of the different          plans, mutual funds, insurance policies and        The social dimension of its activity is addressed
 the environment, industry, housing and many             regional government departments.                   securities.                                        through the projects and programmes run by
 others.                                                                                                                                                       Obra Social Caja Madrid and Fundación Caja
                                                         Credit facilities set up under an agreement        Outside of Spain, the Group has an                 Madrid. In 2009 a total of €210 million was
 These agreements with public sector bodies              with the Madrid municipal government for           international network of 26 branches in Lisbon,    spent on programmes and activities in the
 have given rise to numerous lines of financing:         alterations and refurbishment works required       Dublin, Miami and Vienna, plus an additional       areas of social welfare, education, culture, the
                                                         as a result of findings produced in the official   22 from City National Bank of Florida.             environment and the conservation of Spain’s
   Agreement with Avalmadrid to give financial           programme of technical inspections of                                                                 historical heritage. Caja Madrid releases yearly
   support to the business community through             buildings.                                         As a supplement to its banking activity,           reviews of the results of its financial and social
   a broad range of products to stimulate and                                                               the Group manages portfolio of corporate           activity through the Annual Reports of Caja
   support investment. The beneficiaries are             Agreement with the Ministry of Agriculture,        investments directly or through Corporación        Madrid, Obra Social and Fundación.
   immigrants, persons seeking to set up new             Fishing and Food and the Confederación             Financiera, including Iberia, Indra, NH Hoteles,
   businesses, and socially vulnerable groups.           Española de Cajas de Ahorros (CECA)                Realia and Global Vía.
   This longstanding relationship has been               to finance structural improvements and
   strengthened with measures to provide working         modernisation of farms.
   capital to businesses in a year in which this
   type of financing has become critical for their     Caja Madrid’s dealings with government and
   survival. The 130 million euros in loans extended   regulatory agents (Bank of Spain, Spanish
   with the backing of this Madrid SGR represent       Securities Market Commission, etc.) are based
   more than 70% of its activity.                      on mutual institutional respect and strict
                                                       compliance with the resolutions of those bodies,
                                                       ethics and transparency.

Corporate Social Responsibility 2009                           01. Caja Madrid Group                                                                                                                          9
 Geographical                                                                                                                                 Sponsorship
 reach                                                                                                                                        and awards
 Caja Madrid has a workforce of 15,259 persons                                                                                                Sponsorship                                         highly valued awards to the competitors and
                                                                           DISTRIBUTION OF CAJA MADRID                            2009
 and runs an extensive distribution network                                GROUP BRANCHES IN SPAIN                                                                                                many fans who take part in these events during
 made up of 2,153 branches in Spain plus an                                Branches in Spain                                       2,153      Listed below are some of the diverse sports,        the summer months.
 advanced system of supplementary channels                                 Offices outside Spain                                     26
                                                                                                                                              cultural and social collaborations undertaken
 (self-service terminals, Internet Branch and                                                                                                 in 2009:                                            In addition to other support for the race track,
                                                                           Banking Distribution Offices                             604
 Telephone Branch), along with various external                                                                                                                                                   Caja Madrid has sponsored the classic fifth
 sales networks, most prominently the Mapfre                               Self-service terminals                                  5,000        Caja Madrid’s collaborative relationship with     race at the Hipódromo de la Zarzuela since it
 system, whose agents and brokers are joined by                            Internet Branch customers (thousands)                   2,675        the Spanish Basketball Federation netted          reopened to the public. In 2009, some 2,600
 604 Caja Madrid corners (Banking Distribution                                                                                                  many successes in 2009. The Spanish national      customers attended the Madrid racetrack as
 Offices) on Mapfre premises.                                                                                                                   men’s team won the Eurobasket gold medal for      our guests, with the chance to enjoy 184 horse
                                                                       Given the nature of the Group’s operations, there                        the first time ever. This historic achievement    races on 26 different days.
 Internationally, the Group operates four offices                      are no plans for the moment to discontinue                               was accompanied by seven other titles won
 (in Lisbon, Miami, Dublin and Vienna) and a                           operations in any Spanish region (Autonomous                             by different categories that participate in the   An important social initiative, cosponsored
 representative office in Havana, as well Cibeles’                     Community), so there has been no need to                                 Federation with Caja Madrid’s sponsorship.        with GRUPO JOLY, is the Andaluces del Futuro,
 international holdings (City National Bank of                         manage the potential impacts of any such                                 Other especially noteworthy initiatives carried   which for the second year running singled out
 Florida and Grupo Hipotecaria Su Casita).                             withdrawals.                                                             out for the second year in tandem with            and rewarded Andalusians under the age of 30
                                                                                                                                                the Federation are two social projects for        who have made outstanding contributions in
                                                                                                                                                youngsters: the “Tapón al botellón” campaign      the worlds of culture, sports, business, science
                                        ASTURIAS                                                                                                to involve youth in basketball as a wholesome     or social values.
                           GALICIA         21              25          36                                                                       alternative to street loitering and “Operation
                             50                                                 8                                                               talent”.                                          A total of seven business encounters were
                                                           LA RIOJA
                                                                                                      CATALONIA                                                                                   again organised in different Spanish provinces.
                                             CASTILLA Y LEÓN           8              ARAGÓN                                                    Golf was again accorded pride of place in         These events are not only a networking
                                                   76                                 27                                                        the sponsorship strategy. For the second          opportunity for entrepreneurs, they have
                                                                                                                                                year, Caja Madrid was the title sponsor of        also won recognition for the quality of their
                                                                                                          BALEARIC ISLANDS                      the most important golfing event in Madrid,       speakers and the presence of leading figures
                                                           1,075                                                                                the Madrid Master Golf tournament. This           from the world of business and politics.
                                                                LA MANCHA              139
                                                                                               VALENCIA                                         competition allows Caja Madrid to offer clients
                                                                                                                                                the opportunity to enjoy a week of high-level     For the younger public, support was lent to
                                        21                          146
                                                                                                                                                sport with a premium on companionship and         concerts and other musical events including
                                                                                                                                                personal interaction.                             “MTV Winter”, “MTV Day”, “MTV Summer”
                                                   ANDALUSIA                                                                                                                                      and “MTV Music Week Barcelona”. Also of
                                                                                                                                                Our collaboration with the ACT League             note was the creation of the new Carnet
                                                                                                     CANARY ISLANDS                             (association of trainera longboat racing          JOVEN COMUNIDAD DE MADRID, unifying the
                                                                                                             28                                 clubs), which organises 19 regattas along         previous Carnet Euro <26 and + 26 cards.
                                                   CEUTA                                                                                        the Cantabrian coast of Spain, marked its
                                                                                                                                                second year in 2009. The “Caja Madrid Crown”
                                                                                                                                                trophy bestowed on the winner of the league
                                                                                                                                                competition and the “Caja Madrid Green
     < 25 branches    25 a 99 branches             100 a 200 branches                   200 a 500 branches                   > 500 branches
                                                                                                                                                Jersey” given to the best skipper have become

Corporate Social Responsibility 2009                                                  01. Caja Madrid Group                                                                                                                                  10
 Principal awards obtained

 Name of the award                                                       Merits cited                                                                                          Awarded by

 Best Community Work in Culture and Leisure                              Financial journal Inversión named Obra Social Caja Madrid’s programme “Generations” as having         Inversión magazine
                                                                         done the Best Community Work in Culture and Leisure

 Best Education and Research Project                                     Obra Social Caja Madrid programme “ Knowing how to age – Preventing dependence “ obtained one         Actualidad Económica
                                                                         of the awards for the Best Community Projects of 2009

 Obra Social received the FEDER Award for Solidarity                     Obra Social received the FEDER Award for Solidarity                                                   Spanish Federation of Rare Diseases (FEDER)

 Best Culture and Leisure Work                                           The Programme “Generations, Art Awards and Scholarships “ received the top award for best work        Mi Cartera de Inversión
                                                                         in the Culture and Leisure category

 Best Social Service and Healthcare Work                                 The programme “Employment with Support — ECA Caja Madrid” received the second prize for best          Mi Cartera de Inversión
                                                                         work in the Social Service and Healthcare category

 Best Education and Research Work                                        The “Eurobecas Caja Madrid” scholarship programme earned the second prize for best work in the        Mi Cartera de Inversión
                                                                         Education and Research category.

 Best Spanish Bond and Equities Manager 2008                             Gesmadrid, best domestic bond and equities manager in 2008 according to financial journal Expansión   Expansión

 Finalist ‘Best Practices in Internal Communications                     Finalist ‘Best Practices in Internal Communications                                                   Internal Communication Observatory

 ‘Best Idea of the Year - Finance category                               Barrilete Cósmico won one of the awards for “year’s best ideas”                                       Actualidad Económica

 Madrid Triple B, amongst the best global bond funds                     Madrid Triple B, amongst the best global bond funds                                                   Cinco Días

 Silver EN in the 95th edition of the Annual International Echo Awards   The ‘Barrilete Cósmico’ deposit advertising campaign                                                  Annual International Echo Awards

 Silver EN in the 95th edition of the Annual International Echo Awards   The ‘Relax and Enjoy’ deposit advertising campaign                                                    Annual International Echo Awards

 Award for the Caja Madrid Global Emerging Markets fund                  Award for the Caja Madrid Emergentes Global fund                                                      La Gaceta and Morningstar

 Grand Prize for Advertising Effectiveness                               Grand Prize for Advertising Effectiveness                                                             Spanish Association of Advertisers (AEA)

 Cannes Golden Lion                                                      Leon de Oro de Cannes para la Campaña del Depósito ‘Sentido y Sensibilidad’                           Festival de Cannes

 John Caples International Award                                         John Caples International Awards for the ‘Sense and Sensibility’ deposit campaign                     John Caples Awards

 IMAN Award – Silver                                                     IMAN Award – Silver in the Financial Services category for the ‘Barrilete Cósmico’ deposit            IMAN Awards
                                                                         advertising campaign

 INTERACTIVA Award –Best Advertiser                                      7th Edition of the Interactiva Awards — Gold as Best Interactive Advertiser                           Interactiva magazine

Corporate Social Responsibility 2009                                01. Caja Madrid Group                                                                                                                                 11
 Caja Madrid has deployed a series of tools to assure     non-compliance risk and to move to resolve any       This project was initiated in 2009 to pursue the             Training all management and staff whose
 strict compliance with the applicable laws and           conflicts of interest that may arise in the Group.   following principal objectives:                              assigned functions place them in a position to
 regulations and ensure its business is conducted                                                                                                                           be able to participate in detecting and reporting
 at all times in a moral and ethical manner. This         During 2009 the Legal Compliance Committee             Define a set of compliance areas that allows a             suspect operations.
 commitment is overseen by the Legal Compliance           worked on implementing what is termed the              rational grouping of the complementary, similar
 area, which makes sure all business practices are        Compliance Cycle, developing a set of initiatives      and conflicting requirements that arise from the           This training plan has been carried out in
 aligned with the relevant legislation and respect the    aimed at achieving more effective and efficient        various applicable regulations.                            conjunction with the Training Department and
 rules of fair trading.                                   management of all processes involved in                                                                           has been divided into two phases: the first
                                                                                                                 Prioritise the adaptation and/or improvements              involved actual class time (done in June) and the
                                                          compliance adaptation, monitoring and control.
                                                                                                                 to be carried out pursuant to a prior analysis             second is an online course that will be carried
 In order to supervise the activities in the compliance
                                                                                                                 and assessment of compliance gaps and non-                 out in 2010 with four training clips.
 area, the Legal Compliance Committee was set                                                                    compliance risks.
 up in 2007 with the remit to monitor and evaluate
                                                                                                                                                                            Preparation of the Market Abuse Manual,
                                                                                                                 Establish specific checks and responsibilities             approved by the Compliance Committee,
                                                                                                                 for running them that allow the organisation to            intended to serve as a guide for all Group
                                                                                                                 ascertain whether the adaptations carried out are          employees.
                                                                                                                 being applied effectively and efficiently and, if not,
                                                                                                                 to implement the needed corrective measures.               Implementing an IT tool that serves as the
                                                                                                                                                                            Caja Madrid Group’s automated platform for
                                                                                                                 Set up a standardised disclosure and reporting             identifying, detecting, analysing and reporting
                                                                                                                 system.                                                    operations suspected of involving market
                                                                                                                                                                            abuse, according to the directive on reporting
                                                                                                               As a financial institution, Caja Madrid falls within         suspicious operations. The tool will also
                                                                                                               the regulatory scope of financial authorities and            provide automated support for tasks related to
                                                                                                               supervisory agencies like the Bank of Spain and              monitoring, analysing and reporting instances of
                                                                                                               the National Securities Markets Commission                   market abuse.
                                                                                                               (CNMV). It also develops, applies and follows
                                                                                                               internal regulations such as the “Professional             Furthermore, the Internal Rules of Conduct have
                                                                                                               Conduct Manual” for all Group professionals and            been updated, particularly the code of conduct in
                                                                                                               the “Internal Rules of Conduct” for securities             the securities exchange, in order to adapt them
                                                                                                               exchange activities.                                       to Law 47/2007 and Royal Decree 217/2008,
                                                                                                                                                                          which transpose the EU Markets in Financial
                                                                                                               True to our commitment to be at the forefront              Instruments Directive (MiFID). In order to provide
                                                                                                               of embracing the new regulations and policies              the necessary information to the persons subject
                                                                                                               on market abuse issued by the CNMV and other               to these policies and facilitate the required
                                                                                                               policymakers, Caja Madrid has undertaken a Group-          monitoring and supervision, steps have also been
                                                                                                               wide project with three clear objectives:                  taken to strengthen and improve the software
                                                                                                                                                                          application used to manage these risks.

Corporate Social Responsibility 2009                               01. Caja Madrid Group                                                                                                                                 12
 management                                                                                                    Auditing
 Caja Madrid works to embed social and                   A clear preference is shown for “green”               Caja Madrid has an internal audit unit that provides             input to its decisions. External audits also contribute
 environmental considerations into its risk              project finance, with emphasis on renewable           independent and objective evaluation and consulting              to this control system through the circularisation of
                                                                                                               capabilities, as a means of adding value, efficiency             customer account balances.
 management processes and overall corporate              energies, conservation of natural resources and       and efficacy to our operating and management
 culture, with environmental risks being factored into   environmental improvement, and all projects are       processes and internal control systems. The Audit                The Audit Unit has been working to ensure that
 the analysis and acceptance of risks, as well as in     required to demonstrate that their environmental      Committee is responsible for seeing that the unit                all project finance for projects with environmental
 their subsequent monitoring and control.                impact will be positive or acceptable according to    performs its work correctly and effectively, pursuant            impact is preceded by an assessment of the
                                                         established prevailing sustainability standards.      to the ethical commitment enshrined in the                       environmental risk, taking into account, amongst
 Furthermore, when deciding to lend to business                                                                corporate governance system.                                     other issues: the business activity, its impact on the
 projects, the Group weighs their environmental          In an adverse macroeconomic environment,                                                                               environment and compliance with the applicable
                                                                                                               The Unit’s professionals carry out their tasks in                laws and regulations. Some 48 operations were
 impact and compliance with the applicable laws and      personalised solutions are sought for customers       accordance with the Code of Ethics, the Rules for                analysed in 2009 (59 in 2008), and these reviews were
 regulations before any financing is extended.           that run into difficulties paying off their debts.    the Professional Conduct of Internal Audits and                  also extended to Caja Madrid’s foreign offices.
                                                         Operational risk is defined as the risk of loss       other guidelines issued by the Instituto de Auditores
                                                         resulting from inadequate or failed internal          Internos.                                                        A series of initiatives and actions were carried
                                                         processes, people and systems or from external                                                                         out in 2009 that involved an in-depth review of
                                                                                                               The scope of the annual audit plan is reviewed yearly            the conceptual and operational framework for
                                                         events. Caja Madrid continues to strengthen our
                                                                                                               and takes in the entire branch and office network,               auditing activities. These were highlighted by the
                                                         management of this risk through actions such as       business and area directorates, Business Banking                 implementation of a new model for selecting offices,
                                                         forming specialised teams, assigning responsibility   products, processes and organisational groups,                   mainly based on their exposure to credit risk and
    Casting the net in the right spot                    in each unit of the organisation for monitoring and   Cibeles Corporación and central services. It also                expected loss, as well as a thorough revision of the
    brings greater rewards                               managing the principal risks and their associated     covers information systems and environments, the                 remote fraud prevention and internal control alerts to
    Roberto Carballo Delgado                             controls, as well as continuous improvement of our    security of applications and, finally, the measures in           enhance their effectiveness.
    Branch 1770                                          systems both to minimise these risks and to obtain    place for the protection of personal data.
                                                         and process the information that provides reliable    The Internal Audit Unit acts to defer fraud and,
                                                         operational risk indicators.                          to this end, evaluates the appropriateness and
                                                                                                               effectiveness of the internal control system using
                                                         In view of the nature and geographical location of    a methodology based on the potential risk of the
                                                         the 2009 investments and lending carried on by the    organisation’s diverse activities and transactions.
                                                         Caja Madrid Group, it was not deemed necessary to     It has authority to take all such actions as it deems
                                                                                                               necessary to obtain valid and sufficient evidence
                                                         screen for human rights abuses.                       in cases of suspected or potential fraud, so
                                                                                                               management has clear, accurate information for
                                                                                                                AUDITS CONDUCTED                                            2009       2008          2007        2006              UNIT

                                                                                                                Nº of branch audits run under Audit Plan                     462         441          630         730                   audits

                                                                                                                *Remote branch audits: Fraud prevention and               10,696     12,448       11,779       11,125                    alerts
                                                                                                                internal control alerts

                                                                                                                Audits of processes, products and centres                    170         111          186         154                   audits

                                                                                                                           (*) The decrease in the number of alerts recorded in 2009 is primarily due to changes in the classification of alerts

Corporate Social Responsibility 2009                             01. Caja Madrid Group                                                                                                                                                   13
 Prevention of
 money laundering
 Spanish anti-money laundering regulations               The Caja Madrid Group’s AML practices are              Control of operations. The detection tool has
 reflects the European Union Directives on these         supervised by the Bank of Spain’s Executive            been improved to include early alerts on the
 matters. The entire financial system is thereby         Service of the Commission for the Prevention           execution of high-risk operations, allowing
 engaged in the fight against the laundering of          of Money Laundering (SEPBLAC). In addition,            the offices that manage these customers
 funds obtained from criminal activities. Ever           each year a review is conducted by an outside          to determine whether the transactions
 mindful of the harm caused to society by these          expert of the AML procedures to detect possible        are consistent with the client’s profile and
 illicit activities, Caja Madrid actively collaborates   incidents and propose improvements where               transaction history or, conversely, require
 with the supervisory institutions and enforcement       relevant.                                              more in-depth analysis to determine if there
 agencies charged with preventing money                                                                         is a legitimate justification executing the
 laundering.                                             The Caja Madrid Group is convinced that                operations.
                                                         knowledge is the best deterrent, and has
 The Group’s anti-money laundering (AML) policy          programmed AML awareness courses for its             Other notable actions that have contributed to       Searching
                                                                                                              significant improvement of the AML systems           Gema Margarita Montes Salcedo
 is established by the Internal Money Laundering         employees as a key part of annual training plans                                                          0878 - Alcorcón zone department
 Control and Prevention Committee that reports to        to teach staff how to detect and deal with this      were:
 the Management Committee.                               problem.
                                                                                                                In 2009 the Management Committee
 The Management Committee approved a Global              During 2008 and 2009, improvements were                ratified the decision of the AML Committee          In 2009 Caja Madrid actively cooperated with
 Policy Manual for the Prevention of Money               made in the existing IT tools and new controls         to discontinue operating with 15 countries         the task force set up by the Bank of Spain’s
 Laundering that lays down the minimum AML               were established to facilitate early detection of      considered high-AML risk, either because           Executive Service, together with other top-
 standards to be applied in all Group companies.         operations likely to involve money laundering.         of the existence of embargos or limits on          tier financial institutions, to draw up a map
 All subsidiaries and units that manage the              In addition to the already existing IT system,         the operations by the European Union, or           of money laundering risks to pinpoint those
 type of operations most at risk have their own          with its alarms and parameters to help detect          warnings issued by the Spanish Directorate         sectors of activity and customer profiles which
 AML manual geared to their specific activity            irregular transactions, manage their analysis          General of the Treasury that weak money            the experience of the financial system and
 and customer profiles. An important ongoing             and, where appropriate, report them to the             laundering controls in those countries             regulators shows are most commonly used
 development in this regard is the Spanish draft         competent authorities, during 2009 the following       increase the risks for entities participating in   to conduct all types of money laundering, and
 bill to transpose the European Union Third              additional checks were established:                    transactions with those jurisdictions.             to be able to detect in the future new types of
 Directive on the prevention of money laundering                                                                                                                   laundering of funds quickly in order to keep the
 and financing of terrorism. The future law will           Control in customer acceptance. When signing                                                            detection systems up to date and abreast of
 enact substantial changes with respect to the             up new non-resident customers who are or                                                                these changes.
 current provisions. The Caja Madrid Group                 have been politically exposed persons (PEPs),
 participated in the public input procedure for            or persons close to them (according to the
 the draft bill, through the CECA confederation of         lists provided by the external experts on these
 savings banks, and is working to ensure that our          matters), a stringent review is carried out to
 internal procedures can be adapted to the new             obtain additional information on the source of
 regulatory framework as swiftly as possible after         their assets. In addition, these clients require
 its final approval.                                       approval at a higher level in the organisation.

Corporate Social Responsibility 2009                             01. Caja Madrid Group                                                                                                                        14
CSR at
Caja Madrid

              Caja Madrid is absolutely convinced
              that developing and pursuing socially
              responsible 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

              Innovation as pivotal
              for developing CSR

              19     projects
              make up the 2010 commitment

              More than    50
              for stakeholder dialogue

              material topics
              guide de CSR lines of action
 CSR Policy                                                                                         management
 The Caja Madrid Group is aware of current and        With the environment:                         Caja Madrid’s CSR management system
 future social needs, and mindful of the impact                                                     comprises a set of principles and measures
 our activities can have in our communities and         Considering the indirect impact of the      aimed at contributing to long-term
 environment. We work to honour our pledge              financial business in relation to the       sustainable development by balancing
 to be a socially responsible organisation. The         projects and operations supported.          economic growth with social cohesion and
 overarching principle of the Group’s integrated                                                    environmental conservation, taking into
 management system is Corporate Social                  Fostering the use of renewable energies.    account the expectations of stakeholders.
 Responsibility (CSR), with CSR standards that
 reflect our mission, vision and values being           Promoting proper waste management,          The following points are central to Caja
 embedded in the day-to-day operations.                 air emissions controls and reduced          Madrid’s pursuit of this goal:
                                                        consumption of natural resources.
 Caja Madrid’s CSR policy carries its                                                                 As a private non-profit organisation
 organisational values into every area of activity.                                                   founded to serve society, corporate social
                                                      With society, working to create and carry
 The adoption of this policy not only assures                                                         responsibility is inherent in our core
                                                      forward programmes, projects and                                                              The deployment of the system is based on
 compliance with current legislation, but goes
                                                      activities aimed at all social groups, with     mission and culture.                          a series of guiding principles which inform
 beyond legal obligations to embrace the needs
 and expectations of stakeholder groups, in           particular attention to the most socially                                                     all activities and decisions. These are:
                                                      vulnerable and their families, and to           The overriding importance for our             inclusiveness, transparency, leadership,
 order to forge lasting and mutually beneficial
 relationships:                                       promote equal opportunities and universal       organisation of having different              impartiality.
                                                      accessibility, preferably in concert with       stakeholders represented on the Group’s
   With customers, a commitment to offering           other social and public agents.                 governing bodies.                               Inclusiveness: the system extends to all
   them the best service quality, so they can                                                                                                         stakeholders.
   count on receiving clear, transparent and                                                          Regular adaptation of the Corporate Social
   appropriate information on the products best                                                       Responsibility system in line with the          Transparency: a core principle entailing
   suited to their needs.                                                                             main regulatory and advisory benchmarks         full disclosure of environmental, social and
                                                                                                      currently in place, among them the Global       financial information according to the Global
                                                                                                      Compact, Ecuador Principles, ESBG               Reporting Initiative (GRI) guidelines and the
   With our professionals, so they enjoy the
                                                                                                      Principles, UNEP FI, Global Reporting           AA1000 standard.
   best working and personal conditions
   informed by a spirit of transparency and                                                           Initiative (GRI), AA1000, EFQM, the Unified
                                                                                                      Good Governance Code, Green Paper on            Leadership: Caja Madrid’s aspiration to act as
   open communication.                                                                                                                                a dynamic catalyst for social responsibility and
                                                                                                      Savings Banks, the European Commission
                                                                                                      sponsored European Alliance for CSR,            strengthen its credentials as CSR pacesetter in
   With our suppliers, generating relations                                                                                                           the financial sector.
   built on trust and mutual benefit, and                                                             future CSR resolutions of the Spanish
   fostering equal opportunity practices                                                              Council of State, and others.
                                                                                                                                                      Impartiality: ensured by mechanisms and
   and commitment to corporate social                                                                                                                 procedures decided to support objective
   responsibility.                                                                                    A constantly evolving system focused on
                                                                                                                                                      decision making and the full independence of
                                                                                                      addressing the material issues cited by
                                                                                                                                                      members of Governing Bodies with respect to
                                                                                                      stakeholders through the available dialogue
                                                                                                                                                      the organisations or groups appointing them.

Corporate Social Responsibility 2009                       02. CSR at Caja Madrid                                                                                                                 16
 Caja Madrid stakeholders
 Caja Madrid has conducted a review, using an        Impact potential: the stakeholders’ capacity                         Prioritising stakeholders is the starting point for
 in-house analytical methodology, of its map         to influence the Group through decisions                             determining the core concerns of each group
 of stakeholders, to ensure their expectations       and actions.                                                         and deciding the social responsibility projects
 are known and receive priority attention as the                                                                          that Caja Madrid should undertake to meet their
 building blocks for strong lasting relationships.                                                                        needs and expectations.
                                                     Management quality: how the organisation
 In close cooperation with representatives           deals with the demands and needs of a                                This will allow Caja Madrid to act with precision
 of stakeholder organisations, the social            stakeholder group, mobilising the right                              on the points of most concern to stakeholders,
 responsibility working group has mapped out the     resources and taking the proper actions to                           generating relationships mutual trust.
 position of each Caja Madrid stakeholder group      manage the relationship fruitfully.
 according to:

                        5                                                                                                      1    Retail banking - Personal banking           Open the door to your heart
                                                                                                                                    Retail banking - Youth                      Nuria Jiménez Fuentes
                                                                                                                                                                                0625 - Recoveries
                                                                                                                               3    Retail banking - Seniors
                                                                                                               1               4    Retail banking- Foreign nationals
                                                                                                                               5    Business banking - SMEs
                                                                         15                                                    6    Retail banking - Large companies
                        4                                                                    6        7        26              7    Corporate client
                                                                         14   10                 25        9     22            8    Professionals
                                                                   23                                                          9    Strategic suppliers
                                                                28 21                   24 19                                  10   Preferred suppliers
                                                     11       20              17   13                     27                   11   Transactional Suppliers
                                                               2    12        16   18                                          12   Internal suppliers
   Management Quality

                                                                                        29       5                             13   Alliances
                        3                                                                                                      14   Beneficiaries-users
                                                                                                                               15   Customers Obra Social
                                                                3                                                              16   Opinion leaders
                                                                4                                                              17   Audiovisual media
                                                                                                                               18   General interest press
                                                                                                                               19   Financial press
                        2                                                                                                      20   Local press
                                                                                                                               21   Internet
                                                                                                                               22   Governing bodies
                                                                                                                               23   International organisations (IMF, EU)
                                                                                                                               24   Regulators (Bank of Spain, CNMV)
                                                                                                                               25   Central government
                        1                                                                                                      26   Madrid regional government
                                                                                                                               27   Town Councils (Madrid Region)
                            1        2                    3                         4                                 5        28   Other regions
                                                                                                                               29   Investors
                                                                    Impact Potential
Corporate Social Responsibility 2009                           02. CSR at Caja Madrid                                                                                                                         17
 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

 PROFESIONALS                                    SOCIETY                                                    PROFESIONALS                                         SOCIETY

 Participation in      Línea personas             In-house and         Interaction with agencies            La Caja magazine      Newsletter En30segundos        Obra Social and          Brochures on calls for
 committees                                       outside studies      and/or institutions                                                                       Fundation portals        social welfare projects
                       e-personal portal                                                                    Circulars             Intranet
 Perception surveys                               Participant/         Analysis and research                                                                     Obra Social and
                       Regular meetings with      Beneficiary                                               Press Dossier         Línea Personas                 Fundation annual
                       employee representative    satisfaction         Participation in discurssion group                                                        reports
 Human resources                                  surveys              conferences and workshops            e-personas Portal     Al Día
 team                  Caja Madrid innovation
                       portal                     Enquiries            Innovation blogs                     CSR Newsletter

 ENVIRONMENT                                     CUSTOMERS                                                  ENVIRONMENT                                          CUSTOMERS

 Participation in      Participant/               Satisfaction         Customers Care Service               Corporate website     CSR Report                     Portals and              Branches
 forums                Beneficiary                surveys                                                                                                        internet Branch
 and associations      satisfaction surveys                            Focus group                          Intranet              Obra Social Portal                                      Mobile Branch
                                                  “Your opinion                                                                                                  Telephone Branch
 “Your idea counts”    “Improvement               Counts”                                                   Newsletter            CSR Newsletter                                          ATMs
                       Ideas”                                                                               En30segundos                                         Ofibus
                                                  Usability                                                                                                                               Correspondence
 Customer Care                                    laboratory
 Service               Environmental
 Caja Madrid           mailbox
 innovation portal
 SUPPLIERS                                       ALL STAKEHOLDERS                                           SUPPLIERS                                            ALL STAKEHOLDERS

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

Corporate Social Responsibility 2009                              02. CSR at Caja Madrid                                                                                                                     18
                                                          Panel of experts                                        Active
 Analysis                                                 and market                                              consultation with
 of key issues                                            research                                                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 CSR 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      Panel of experts
 and strategy.                                                                                                    Customer satisfaction surveys
                                                          The sector CSR committee of the Confederación
 Methodology of analysis                                  Española de Cajas de Ahorros (CECA), in which           The yearly satisfaction perception studies include
                                                          Caja Madrid is an active member, in 2009 set up a       questions to poll our customers on their opinion
   Panel of experts and market research.                  panel of experts representing different areas and       regarding how well the organisation manages
   Active consultation with stakeholder groups.           stakeholder groups for the purpose of conducting        our social responsibility, the social projects and     The life position
                                                                                                                                                                         Nuria Gómez Carrera
   Analysis and prioritisation of sustainability trends   a sweeping prospective study of savings banks           products.                                              0435 - West Corporates Adjunct Business Dept.
                                                          and sustainability. The analysis examined the
                                                          current situation and possible future scenarios,        CSR variables analysis yardstick
                                                          pinpointing the key topics and exchanging ideas on
                                                          the role of the financial sector and its contribution   A qualitative study has been conducted using
                                                          to corporate social responsibility.                     the Reptrak model to gauge the general public’s
    Color in flavour                                                                                              perception of corporate social responsibility in     Impact report
    Ana Isabel Hernández Cózar                            Internal study                                          Caja Madrid and possible improvements that
    7003 - Gesmadrid                                                                                                                                                   This report tracks the areas of most interest to
                                                                                                                  could be undertaken.
                                                          Further to the materiality study conducted in 2007,                                                          stakeholders in the Corporate Social Responsibility
                                                          the main CSR leaders in finance and other sectors       The model analyses and studies how a number          Report, recording the information and the chapters
                                                          were studied, along with authoritative sector and       of SCR variables impact the public perception of     that were most read.
                                                          industry opinion makers, with a focus on the main       our organisation. The variables consider seven
                                                          questions of concern to the different organisations.    different aspects: the products and services
                                                          These issues were assessed and prioritised by the       offered, work, citizenship, ethics, innovation,
                                                          CSR work group in order to develop plans of action      leadership in finance
                                                          and spot risks and opportunities.
                                                                                                                  Questionnaire on the content of the CSR Report
                                                          Specific studies
                                                                                                                  The opinions voiced by stakeholders on the
                                                          Other input to the Group’s CSR policy making            information included in the report are analysed
                                                          process include studies carried out by members          to determine the issues or aspects of possible
                                                          of the organisations working group through the          interest to the readers and users which are not
                                                          “social demand observatory” and the “economic-          being covered or which could be improved.
                                                          financial observer”.

Corporate Social Responsibility 2009                              02. CSR at Caja Madrid                                                                                                                                 19
 trends                                                                                                     Key issues
 The extensive research and analysis carried             Some 95% of Spanish companies are small            The research, analysis and stakeholder consultation activities carried out by Caja Madrid have highlighted
 out by Caja Madrid suggest the following                and medium enterprises (SMEs). Supporting          the following topics as key issues to be addressed:
 sustainability tendencies should be addressed           these small business therefore stands out as
 from the standpoint of social responsibility:           crucial for enhancing the competitiveness of
                                                         the country’s industrial sector and spurring
   Values such as transparency, sound asset              economic development.
   management, professional integrity and the
   ethics of organisations must be integrated into       The creation of quality jobs, promotion of equal
   their strategies.                                     opportunity and accessibility for all persons
                                                         is a key element to be taken into account in
   Customers require quality service and ever more       organisations.
   personalised attention tailored to their needs.
                                                         Support for universities as prime movers in the
   Heightening sensitivity to social and                 development of tomorrow’s professionals.
   environmental issues in organisations is an
   important challenge, given the generally lower        Cultivating the financial literacy of citizens,
   level of social responsibility awareness seen in      giving them the tools, expertise and knowhow
   Spain compared with the rest of Europe.               they need to make their financial decisions.

   The growing takeup of online banking                  Establishing investment-selection policies that
   requires investment and development of                take into account social, environmental and
   new technologies to deliver better service to         corporate governance parameters.

   Disabled persons are becoming increasingly
   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.
   Companies must get involved in environmental
   management activities, with projects to promote
   advanced green technologies that boost energy

Corporate Social Responsibility 2009                           02. CSR at Caja Madrid                                                                                                                            20
 The next steps / Caja Madrid’s Commitment
 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                                                                                                                           INVOLVED

 Transparency and ethical conduct                   Continue promoting measures for design and improvement of the information on products and services for the Youth segment.            Customers

 Responsibility in the supply chain                 Develop and increase the number of qualified suppliers, on the basis of the new certification questionnaire that addresses new CSR
                                                    aspects.                                                                                                                             Suppliers

                                                    Develop new studies through the Social Demand Observatory.

 Innovation as pivotal for CSR                      Increase the social return on leading projects by applying the Social Return Model.
                                                    Promote the Caja Madrid branch network’s role in managing social, environmental and cultural initiatives.

 Financial inclusiveness and responsible            Consolidate and improve the plan for managing loan delinquency by offering advice and personalised solutions for persons facing
 finance                                            difficulties in paying off their loans and debts.                                                                                    Customers

                                                    Responsible advising and customer service
 Responsible advising and customer service
                                                    Continue offering personalised service to the different customer segments.                                                           Customers

                                                    Continue promoting clean energies by financing renewable energy projects and operations.

 Advanced environmental management                  Develop and apply the environmental management system at the new Caja Madrid head offices.                                           Environment

                                                    Step up the scale of environmental management actions throughout the Group.

                                                    Execute a new project to refurbish and design a Caja Madrid concert and music appreciation venue.

                                                    Maintain the levels of excellence in the postgraduate scholarships programme.
 Contribution to social development and
 welfare                                            Continue developing resource centres for assisting the disabled and socially marginalised groups.                                    Society

                                                    Additional resourcing of projects to encourage active and healthy ageing.

                                                    Implement the new knowledge model.

 Integrity and responsible management of            Continue strengthening environmental management training for Group employees.
 people                                                                                                                                                                                  Professionals
                                                    Implement the equal opportunities charter.

 Continuous engagement with stakeholders            New improvement actions as a result of feedback gathered from main Obra Social projects.

Corporate Social Responsibility 2009                              02. CSR at Caja Madrid                                                                                                                 21

                       Integrity and responsible
                       management of people

                       work in the Caja Madrid group

                       staff turnover

                       executive positions
                       held by women
 Commitment 2009                                                                                                                                     Commitment 2010
                                                               Degree of progress:               Completed           In progress     Initiated

 Training programme for recently appointed
 directors.                                                    The programme continues and has received very satisfactory evaluations.               Implementation of new knowledge model.

 Training programme for technical staff and                    After the programme was designed and approved, it began to be given to HR technical   Implementation of Equal Opportunities
 coordinators in central departments.                          staff and to HR department heads.                                                     Charter.

 Design new recruitment tests to develop and                   During 2009 a total of 14 new tests were developed.
 adapt them to the new requirements of the sector
 and the current environment.


   People and their core knowledge and competencies at the heart of the system.

   Employability and commitment to learning as guiding principles.

   Full integration of human resources policies as key success driver.

Corporate Social Responsibility 2009                             03. Professionals                                                                                                            23
                                                        Evolution of the
 Selection                                              selection model
 The aim of personnel selection at Caja Madrid is       Caja Madrid has been working on a new                  At the same time, work continues on developing
 to find the right candidates for the competencies      recruitment model for some time now. Central to        a new platform for channelling and organising
 profile developed for each job. This is done through   this project is the development of the new aptitude    communication with candidates during all phases
 selection procedures and scoring of personal tests     and personality tests needed to adapt to the           of the recruitment process.
 that ensure objective assessment and hence equal       Group’s new competitive framework and needs of
 opportunity.                                           the changing socioeconomic environment.

 A total of 434 students (275 in the Madrid region      Investing in talent as a key future asset is a         Assessment by
 and 159 in other parts of Spain) completed
 internships in 2009, some 11.5% more than the
                                                        fundamental principle for Caja Madrid; hence the
                                                        importance of designing new selection tests.
 previous year. Placement conditions were made
 more flexible so they fit better with students’        This effort is being guided by principles such         Application of the new competencies model for
                                                                                                               the second straight year allowed us to continue      A grain does not a silo make, but it
 academic calendars, and they can now be                as validity, reliability, creativity, neutrality and                                                        helps your colleague
 completed any time of the year with a maximum          maintenance of the brand image.                        adapting employee work methods and practices         Carlos Rodríguez Zapata
 duration of six months.                                                                                       to the new economic and social scenario in which     Sucursal 1980
                                                        So far the project has achieved:                       we work.
 The internship programme has also proved
 a rich seam for recruiting future Caja Madrid            The introduction of new assessment factors.          The definition of new skills and conducts, changes
 professionals. More than 5% of the individuals                                                                in the assessment system and the successful
 who completed their internships with Caja Madrid         The option of assigning varying importance           interpretation of the model by employees in
 during the year went on to join the Group at the end                                                          its implementation are contributing to shaping
                                                          to those factors as a function of the Group’s
 of the programme.                                                                                             human resource processes in accordance with the
                                                                                                               Competency System.
                                                          Comparative assessments of different

                                                          A new candidate performance report.

                                                        The model’s evaluation factors fall into four
                                                        major groups: cognitive intelligence with a
                                                        more integral approach, social intelligence
                                                        in the dual relational and personal aspects,
                                                        competencies and motivations.

                                                        The new selection tests are based on the latest
                                                        psychometric trends and technological advances.
                                                        A total of 14 new tests were developed in 2009
                                                        and their validity and reliability are now being
                                                        examined with the active collaboration of 300
                                                        Group professionals.

Corporate Social Responsibility 2009                             03. Professionals                                                                                                                         24
 New model
 of knowledge
 The performance evaluation system (PES) was           Key elements of the new Knowledge Model              Only those competencies associated with
 applied in 2009 with a new knowledge model.                                                                the specific service which the organisational
 The system was revised in response to new             The following criteria have been established for     unit provides for the bank are considered.
 requirements seen in our work, regulatory and         constructing the new knowledge model:                Therefore, we do not include, for example,
 business environment, with the aim of better                                                               languages or command of standard office
 personalising the diagnosis of training needs           The definition of skills for each function and     applications, which are increasingly
 for all employees. Group professionals can now          each training profile has been done taking         common and integrated in society and
 count on a better, more intuitive and easier to use     into account the nature of the business,           which, in any event, are not regarded as
 tool for gauging their needs in this area.              the organisation’s strategy, the experience        requiring annual evaluation. Nor do they
                                                                                                                                                               Between drinks
                                                         of the managers in that function, and the          include skills which are typically found in        Raul Tamarit Martínez
 The goal of the new competencies assessment             stated demands of regulators (Bank of              many professional activities, regardless           Branch 9640
 model is to facilitate the identification and           Spain, Directorate General for Insurance,          of the organisational unit or function in
 personalisation of the training requirements of         Spanish securities exchange regulators)            question (such as negotiating techniques,
 Caja Madrid employees by:                               and sector experts (CECA, EFPA, EFFAS,             effective presentations, etc.).
                                                         CFA Institute, CAIA). The contributions of
   Strengthening the position of immediate               managers and experts have helped make            As a result of this process of defining the
   supervisor, as person responsible for                 the model a true reflection of the actual        Caja Madrid knowledge model, a total of 397
   training and developing the team, so that             circumstances in which Caja Madrid               different training profiles have been established,
   individual assessment is given greater                employees work.                                  along with a dictionary of 245 different skills,
   importance.                                                                                            grouped into 10 categories. In response to the
                                                         The knowledge base for specific                  training needs that may arise from the model,
   Involving people in designing their own               organisational groups have been defined          a catalogue of 767 different training actions
   individual training plan: the performance             taking into account the minimum skills           having been created, involving class time, online
   evaluation system interview covers requests           and knowhow needed for performing the            instruction and a combination of both.
   for training initiatives, both to refresh and         function in question. The maximum number
   update the employee’s skill base and as a             of competencies per profile has been
   support for improvement plans.                        capped at 10, in contrast to the average
                                                         of 20 existing in the previous model, as
                                                         this lower limit is considered sufficient
                                                         for properly personalising the training of
                                                         Group professionals, optimising the efforts
                                                         of the evaluator and evaluee in the PES and
                                                         incorporating the suggestions of experts
                                                         and regulators.

Corporate Social Responsibility 2009                           03. Professionals                                                                                                       25
                                                                                                            Salaries and
 Training                                                                                                   benefits
 The goal of the training service is to build the      the specific knowhow needed to do their jobs,        Caja Madrid uses a range of instruments             Non-salary benefits and deferred
 skill base of all persons in Caja Madrid, designing   with detailed training on technical banking          to compensate and reward the work of our            compensation
 and implementing actions ultimately aimed at          procedures and optimising the skills needed to       professionals while ensuring there is no
 achieving the Group’s objectives while helping        sell financial products and services effectively.    differentiation or discrimination beyond those      All of our people enjoy broad insurance
 individuals develop their careers.                                                                         relating to individual performance or the           coverage, special loan application facilities,
                                                       In response to regulatory demands, a series of       functions of a particular post:                     contributions to external pension funds, etc.
 The 2009 training plan was generally organised in     training actions were carried out to familiarise                                                         as part of a far-reaching welfare benefits
 three basic areas:                                    the organisation with the EU Directive on            Fixed salary                                        package that goes far beyond the standard
                                                       Markets in Financial Instruments (MiFID), the                                                            remuneration and the minimum thresholds of
   Retail banking: this training plan is defined       Market Abuse Directive, insurance regulations        In addition to the conditions set in the            the CBA.
   by segments of customers according to               and anti-money laundering rules.                     collective barganing agreement (CBA),
   the Group’s business model (individuals,                                                                 Caja Madrid applies a number of internal
   personal banking, small businesses and              The individual training plans also include           improvements that make for a clear and
   independent contractors, agency network             specific topics requested in the virtual             simple salary structure. Payroll slips contain
   and euro-residents, amongst others) and its         classroom. This service allows each person to        few items so they are easy to understand and
   commercial priorities.                              actively engage in the design of his or her own      allow everyone to know their annual salary.
                                                       training plan, maximising its responsiveness
   Business banking, investment banking and            to their particular needs and expectations.          Variable compensation
   Corporación Financiera Caja Madrid: the             More than 6,100 such requests were handled
   managers of this segment team up with the           in 2009 in relation to a great variety of subjects   All Caja Madrid employees come under
   heads of the organisational units concerned         involving financial markets, banking products        a performance evaluation system which
   to define an ad hoc training plan for the           and services and expert courses on how to best       objectively quantifies the overall results of the
   different categories of internal clients, such      serve specific customer segments.                    organisation as a whole, along with individual
   as corporate finance, business banking and                                                               or team fulfilment of their respective targets,
   Corporación Financiera.                             The perception of the quality of the training        and the personal development of professional
                                                       service has steadily improved in recent years,       competencies. Staff can thus refer to a
   Central units: after surveying the needs of         earning it slightly higher marks than the overall    known set of specific variables to calculate
   the different business units, the key persons       organisational average                               the performance-related component of their
   that support them in central services are                                                                annual pay. In the longer term, staff get a
   brought in to help design the right training                                                             special bonus for meeting the goals of a
   plans for attaining the Group’s overall goals.                                                           given strategic project. This is the case with
                                                                                                            Plan 2010, which comes with an economic
 This year’s partial and early retirement schemes                                                           bonus attached so all persons share in the
 have underscored the importance of the                                                                     organisation’s success.
 “Induction Plan” specifically prepared for the
 new persons who have joined the organisation.
 The programme consists of 187 training hours
 covering topics from an overview of the Group to

Corporate Social Responsibility 2009                           03. Professionals                                                                                                                          26
 development                                                                                             Staff profile
 At Caja Madrid career development means                                                                 Caja Madrid does most of its business in Spain. The following map shows the geographical
 the ongoing acquisition of skills and functional    The goal, therefore, is to develop the individual   distribution of our workforce:
 competencies that equip a person to take on         skill sets and practices that drive success
 greater professional challenges, in their present   in a given function as a means to maximise
 or similar jobs or functions or in a higher         performance.                                                  2008
                                                     In 2009, Caja Madrid increased the number of                                         99         91                       COUNTRY
 Viewed this way, professional career development    programmes and participants. Each function                                                            CANTABRIA           BASQUE
 is the combination of specific guided learning      has a set of career development paths aimed                                          ASTURIAS
                                                                                                                                                          109     111                       NAVARRE
                                                                                                                           GALICIA                                       170    179
 activities and objective assessment that enables    at improving the practices associated with the                                                                                         36
                                                                                                                             217                                                     36
 each individual to progress to their fullest        competencies defined by the organisation.                       214
 potential within the organisation.                                                                                                                                      32     32
                                                                                                                                               CASTILLA Y LEÓN                                                CATALONIA
                                                     The programmes cover all persons in the
                                                     Group from their first day, through their                                                  330       333            LA RIOJA           ARAGÓN          1,218 1,217
                                                     daily development and consolidation as                                                                                               117
                                                     professionals, be it in the commercial network
                                                                                                                                                                 MADRID                                                           147
                                                     or in the central services.                                                                                                                                          148
                                                                                                                                                                9,830 9,633

    Biodiversity                                     Persons in the central services are further                                                                         CASTILLA
    Elena Cebrián García                                                                                                           EXTREMADURA                          LA MANCHA                       VALENCIA
                                                     served by a programme for technical staff and
    0758 - Sponsorship, Public Relations and Image                                                                                                                      655    657                    706             BALEARIC
                                                     coordinators that will begin to be implemented                                  99         99                                          696
                                                     in early 2010, while maintaining the current
                                                     programme for department heads.
                                                                                                                                                                                      108       120
                                                     In addition, Caja Madrid runs an advanced                                                                       877
                                                     Professional Development and Promotion
                                                     (PDP) system, with the dual aim of boosting                                                                                                               CANARY ISLANDS
                                                     organisational efficiency and helping our                                                                                                                        139       153
                                                     people to manage their professional careers. It                                       44        44
                                                     ensures that all staff have access to the same                                                       CEUTA

                                                     promotion opportunities through a system
                                                     based on results milestones and the evaluation
                                                     of competencies.
                                                                                                                     < 100 employees                              500 a 999 employees                       > de 5000 employees
                                                                                                                     100 a 499 employees                          1000 a 5000 employees

Corporate Social Responsibility 2009                         03. Professionals                                                                                                                                                          27
 Staff profile II                                                                                                         by pay levels
 International workforce distribution                      Classification by business                                     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 €1,476.12 per month, plus incentives and other benefits and deferred
                                                                                                                          compensation; well above the local minimum salary, which, according to the Spanish Official State Gazette (BOE) was
                                  2009        2008                                               2009        2008*        624 euros per month in 2009.

   TOTAL SPAIN                 14,774       14,917           Banking                           11,563       11,932        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 category:
   CUBA                               3            2         Retail Banking                    10,519       10,885
                                                                                                                          Professional category
   IRELAND (DUBLIN)                   1            1         Business Banking                      782          795
                                                                                                                                               Nº OF              BASE SALARY                                Nº OF                BASE SALARY
   USA (MIAMI) (1)                 454           16          Other units                           262          252       GROUP I     GENDER EMPLOYEES              EUROS             GROUP II      GENDER EMPLOYEES                EUROS

   PORTUGAL (LISBOA)                11           11          Central Services                    2,363        2,164          I           M            255                                  I            M               1
                                                                                                                                                                      2,440.93                                                         1,298.55
                                                                                                                                         F            17                                                F               0
   MEXICO                             4            4         Obra Social                            47           47          II          M           1,024
                                                                                                                                                                      2,055.07            II            M              11
                                                                                                                                         F            132                                               F              4
   CHINA                              1            1         Foundation                             26           26                      M            570                                               M               0
                                                                                                                             III                                      1,823.85            III                                          1,160.14
                                                                                                                                         F            142                                               F               0
   RUMANIA                            1            1         Corporación                           130          126
                                                                                                                             IV          M            932                                 IV            M               0
                                                                                                                                                                      1,724.60                                                         1,016.47
                                                                                                                                         F            360                                               F               0
   AUSTRIA (VIENNA)                 10             9         Caja Madrid Cibeles (1)             1,130          667
                                                                                                                             V           M            844                                 V             M               0
                                                                                                                                                                      1,669.76                                                            972.95
                                                                                                                                         F            620                                               F               0
   TOTAL CAJA MADRID GROUP     15,259       14,962           TOTAL CAJA MADRID GROUP 15,259                 14,962
                                                                                                                             VI          M           1,156                             CLEANING         M               0
                                                                                                                                                                     1,614. 93         SERVICE
                                                     (1) In 2009, includes 438 people at City National Bank of Florida.                  F            905                                               F               9
                          *Note: The 2008 data have been adjusted for the organisational changes carried out in 2009.
                                                                                                                            VII          M            641                                                                               Nº OF
                                                                                                                                         F           1,006                            UNGRADED (I) GENDER                           EMPLOYEES
                                                                                                                            VIII         M            283
                                                                                                                                                                      1,490.06                           M                                      8
                                                                                                                                         F            492
                                                                                                                                                                                                         F                                     14
                                                                                                                             IX          M            209
                                                                                                                                         F            334                                                                               Nº OF
                                                                                                                                         M            284
                                                                                                                                                                                      TOTALS                                        EMPLOYEES
                                                                                                                             X                                        1,345.88
                                                                                                                                         F            612                               TOTAL CAJA MADRID                                  13,956
                                                                                                                                         M            239                               (GROUP I + GROUP II + OTHERS)
                                                                                                                             XI                                       1,200.30
                                                                                                                                         F            477
                                                                                                                                                                                        OTHER GROUP COMPANIES                               1,303
                                                                                                                            XII          M            797
                                                                                                                                         F           1,303                              OTHER GROUP COMPANIES                              15,259
                                                                                                                            XIII         M            104
                                                                                                                                                                        820.26             (1) Includes persons seconded to or hired directly in the
                                                                                                                                         F            171                                                         Miami, Lisbon and Vienna offices

Corporate Social Responsibility 2009                                 03. Professionals                                                                                                                                                        28
 Staff turnover                                                                                                         *Data by Region - Caja Madrid Group
 One of the best success indicators for an organisation’s human resources policy is its staff turnover
 rate. Caja Madrid stands out for its low staff turnover, confirming the high levels of satisfaction and                                      TOTAL EMPLOYEES LEAVING
 pride that employees have expressed in personnel surveys.                                                                       REGION              THE GROUP              EMPLOYEES AT YEAR END               STAFF TURNOVER
                                                                                                                                                 2009        2008           31/12/2009     31/12/2008          2009           2008

                                                                                                                         Andalusia                1            7               877             861             0.11            0.81
 Data by Age Group
                                                                                                                         Aragón                    -           2               117             117               -             1.71
                                   TOTAL EMPLOYEES LEAVING          EMPLOYEES AT
                                                                                                                         Asturias                  -           -                91             99                -              -
 AGE GROUPS (years)       GENDER      THE ORGANISATION                YEAR END                STAFF TURNOVER
 < 30, de 30 a 50 y >50                                                                                                  Balearic Islands          -           -               147             148               -              -
                                      2009         2008         31/12/2009 31/12/2008         2009        2008
                                                                                                                         Canary Islands            -           -               153             139               -              -
   <30                      M          8           10              945            916         0.85        1.09
                                                                                                                         Cantabria                 -           1               111             109               -             0.92
                            F          1           14             1,484          1,422        0.07        0.98
                            M          6           20             4,658          4,924        0.13        0.41           Castilla la Mancha       2            1               657             655             0.30            0.15
   30 to 50
                            F          4            6             4,767          4,861        0.08        0.12           Castilla y León           -           1               333             330               -             0.30
   >50                      M          6            3             2,247          2,137        0.27        0.14
                                                                                                                         Catalonia                 -           7              1,217           1,218              -             0.57
                            F          5            1              720            666         0.69        0.15
                            M         40.2         34.9            44.3           43.7                                   Ceuta                     -           -                44             44                -              -
  Average age
                            F         43.0         29.0            39.1           38.4                                   C. Valenciana             -           1               706             696               -             0.14
                                                    * Does not include 438 figures for City National Bank of Florida.    Extremadura              1            1                99             99              1.01            1.01
                                                                                                                         Galicia                   -           -               217             214               -              -
                                                                                                                         La Rioja                  -           -                32             32                -              -
                                                                                                                         Madrid                   25          31              9,633           9,830            0.26            0.32
                                                                                                                         Melilla                   -           -                 -              -                -              -
                                                                                                                         Murcia                    -           -               125             120               -              -
                                                                                                                         Navarra                   -           -                36             36                -              -
                                                                                                                         Basque Country            -           2               179             170               -             1.18
                                                                                                                         Total Spain              29          54              14,774         14,917            0.20            0.36
                                                                                                                         International            1            -                47             45              2.13             -

                                                                                                                         Total Caja Madrid
                                                                                                                         Group                    30          54              14,821         14,962            0.20            0.36

                                                                                                                                                                        * Does not include 438 figures for City National Bank of Florida.

Corporate Social Responsibility 2009                              03. Professionals                                                                                                                                                 29
 and equal
 In Caja Madrid the commitment to fostering            Transmit the equal opportunity                       In 2008 Caja Madrid was once singled out as
 diversity and equal opportunity without regard        principles that guide the organisation               an “Equal Opportunity Partner” in the Óptima
 gender, ethno-cultural background or religion         to all employees, especially those with              Programme of the Spanish Ministry of Labour
 has traditionally affected every person in the        managerial responsibilities.                         and Social Affairs. The distinction is a testament
 organisation.                                                                                              to our vigorous ongoing commitment to policies,
                                                       Promote the effective achievement of                 measures and procedures that promote gender
 In 2009 another important step was taken in           equality between men and women,                      equality. Noteworthy in this regard, women now
 this direction when a majority of the employee        guaranteeing the same employment and                 account for 48% of the workforce and a full 58% of
 representatives approved our Equality Plan, which     career opportunities and implementing                the new persons joining the organisation. The Caja
 sets out the organisation’s goals and concrete                                                             Madrid family of professionals now encompasses         Illusion
                                                       affirmative action measures to fulfil this                                                                  Juan Ignacio Tena De La Peña
 actions for promoting equal opportunity. Those                                                             people from 30 different nationalities. Such
                                                       goal.                                                                                                       0535 -Investment Banking Legal Office
 goals are to:                                                                                              workforce diversity is a key factor that enriches
                                                                                                            the personal and career development of
                                                       Ensure that personnel management
                                                                                                            employees, while allowing us to make sure our
                                                       systems at all times guarantee equality              non-Spanish customers are served by persons
                                                       between men and women.                                                                                    An annual prevention plan is drawn up and, after
                                                                                                            who are familiar with their language and culture.    being consulted and discussed with worker’s
    Team                                                                                                                                                         representatives, implemented in a variety of
                                                       Strengthen organisation-wide familiarity
                                                                                                            Health and safety                                    initiatives and actions to avoid occupational
    Ana Pardo Ferreiro
    Branch 9292                                        with the measures available for reconciling
                                                       work with family and personal life, so that
                                                       both men and women can use them.
                                                                                                            Caja Madrid operates a management system for
                                                     The Equality Plan addresses the following              the prevention of occupational hazards to ensure
                                                     areas: selection and hiring, promotion, training,      our employees, suppliers and customers have
                                                     compensation, communication and education, in          the best health and safety conditions, above and
                                                     addition to a protocol for prevention of sexual, job   beyond those required by law.
                                                     and gender-based harassment. It is available to
                                                     all employees on the Group intranet and aims to        Staff participation in the system is done through
                                                     ensure a work environment guided by respect for        the National Health and Safety Committee, with
                                                     individuals, compliance with the law, honesty and      15 members representing the company and
                                                     integrity.                                             another 15 representing staff. The Committee
                                                                                                            delegates authority for these matters to 34
                                                     A monitoring committee has been set up with            local prevention officers, who work to enhance
                                                     company and employee representatives to assess         employee cooperation in complying with the
                                                     the Plan’s implementation and propose further          applicable regulations and standards.
                                                     actions to further its application,

Corporate Social Responsibility 2009                         03. Professionals                                                                                                                               30
 Assessment of                                        Preventive                                                                                                         Freedom of
 occupational                                         occupational health                                                                                                association
 hazards                                              The preventive occupational healthcare system            Specific campaigns                                        For Caja Madrid, freedom of association also means
                                                      uses different means to assess the state of health                                                                 equality of treatment and opportunity, in that no
 This is the starting point and a core component      of each individual. This enables epidemiological           Design of a swine flu contingency plan. The             employee may be discriminated against for being a
 of the occupational hazards prevention system.       studies to be carried out, while facilitating              actions envisaged in this initiative are in line with   trade union member or representative. In fact, when
 The system features an in-house methodology          the design of specific actions to preserve and             the recommendations and guidelines issued by            employee representatives are 100% occupied with
 for evaluating each work centre with checklists to   improve employees’ health. In 2009, Caja Madrid            authorities in the Spanish Ministry of Health and       trade union duties, they still enjoy exactly the same
 cover all positions and working conditions. More     participated in the «Cardiovascular Research Plan»         Consumer Affairs and the Health Departments             conditions as when occupying their post (training,
 than 400 workplaces were evaluated in 2009.          to promote changes of lifestyle by employees at            of the different regional governments. The basic        professional development, performance-related pay,
                                                      high risk of cardiovascular disease.                       goal of the plan has been to limit the effects of       etc.).
 Every year checks are run on a sampling of                                                                      this pandemia amongst Caja Madrid employees,            There is an open, transparent dialogue with workers’
 centres to ensure that any hazards detected          Regular medical check-ups                                  business partners and other personnel, as well          representatives, based on mutual commitment and
 are being correctly managed, and to ascertain                                                                   as amongst our customers, while ensuring our            shared responsibility for seeking the betterment of
 whether any new hazards have emerged as              Appointments for medical check-ups are made                services continue to function normally.                 staff working and social conditions. As part of this
 a result of modifications to sites, equipment,       through the e-personas portal, so staff can                                                                        dialogue, the company holds monthly meetings with
 workflow organisation or workstation conditions.     schedule the most convenient time for them from            Blood donation campaign: Caja Madrid                    each trade union represented.
                                                      their workstation or home computer.                        continues to collaborate with the Madrid
                                                                                                                 Regional Government, hosting visits from the            This dialogue and spirit of mutual responsibility is
                                                      Protocol for medical checks                                Salud Madrid Transfusion Centre at the medical          borne out in the 81 enterprise-level agreements
    Dunes                                                                                                        services in our main buildings so that employees        signed between 1996 and 2009, with working
    David García Martín                                                                                          can voluntarily give blood.                             conditions that improve on the terms of the industry-
    0877 - South Madrid Business Dept.                A protocol has been drawn up for medical
                                                      examinations to detect early signs of exposure                                                                     wide collective bargaining agreements, particularly in
                                                      to occupational hazards. This means checks are             Preventive campaigns: help with giving up               the areas of professional promotion and development,
                                                      geared to the circumstances of the individual              smoking (at the employee’s request), anti-flu           the results evaluation system, supplementary
                                                      employee, as well as being considerably more               vaccination, anti-tetanus vaccination and health        pension schemes, individualised working hours per
                                                      thorough than those prescribed by government               education.                                              centre, favourable terms for employee loans and
                                                      health and safety agencies.                                                                                        advances, partial and early retirement schemes, and
                                                                                                                 Collaboration with the Spanish Cancer Society           others.
                                                      Prevention awareness                                       (AECC) in its educational work and promotion of
                                                                                                                 preventive practices in the fight against cancer.       Noteworthy initiatives in 2009 were:
                                                      Through the e-personas portal, all employees
                                                      have access to health matters, current issues and                                                                    Equality plan and protocol on sexual, job and gender
                                                      educational articles on the prevention of a variety of                                                               harassment.
                                                      diseases.                                                                                                            Promotion and professional development of employee
                                                                                                                                                                           New measures for reconciling work and family life.
                                                                                                                                                                           Protocol for prevention and handling of robberies.

                                                                                                                                                                         At present, there are seven trade union sections
                                                                                                                                                                         present in Caja Madrid, reflecting the outcome of the
                                                                                                                                                                         November 2006 union elections.

Corporate Social Responsibility 2009                           03. Professionals                                                                                                                                          31
 03                                                                                                                           The mirror of life

 Work-life balance                                                                                                            Nuria Jiménez Fuentes
                                                                                                                              0625 - Recoveries

 and employee benefits
 Caja Madrid is convinced of the value of flexible       Coverage of out-of-hospital cancer medication      Paid leaves: If a child is born with a disability
 working conditions and of providing a family-           and biomechanical studies of walking               classified as 65% or more, the employee may
 supportive structure and makes great efforts            disorders.                                         take a paid leave of up to 30 calendar days
 to help staff develop their full potential and                                                             during the first 24 months of the child’s life.
 reconcile their home and work lives.                    Special prices at collaborating medical            This benefit may be taken by the mother or
                                                         centres.                                           father if both work.
 Diversity-sensitive policies and those favouring
 equal opportunity are particularly prized within      Administrative improvements:                         Advance to avoid gender violence or abuse
 our organisation’s continuing tradition of creating
 stable, quality employment.                             Round the clock, 24-hour telephone help line         Amount: The maximum amount will be
                                                         exclusively for Caja Madrid employees.               equal to the fixed monthly compensation
 Negotiations were pursued with insurer Mapfre                                                                multiplied by 12 months.
 Familiar in 2009 to improve the service and             Creation of a new channel for streamlining                                                                 No fees for:
 benefits available under the employee and family        authorisations via electronic mail through the       Repayment period: Maximum of 120 months
 healthcare policy. The improvements adopted are         personalised address colectivocajamadrid.            if the amount of the advance requested is               All operations typical of a household
 summarised below:                                                                 between 6 and 12 months salary.                         economy.

 Economic improvements:                                Also in 2009, agreements were reached with the         Interest: No interest is charged.                       Debit card: no annual charge.
                                                       majority of employee representatives for a new
   Elimination of the cost associated with medical     series of measures for work-family balance and         Purpose: Only in the case of gender abuse               Credit card: no annual charge.
   acts, copayments and card passes.                   employee benefits, highlighted by:                     or violence confirmed by a final court ruling.
                                                                                                                                                                  Interest rate on mortgage loan for principal
   The 2010 premiums for family members were             Paternity leave: Complement of up to 100% of       Educational aid for handicapped children:             residence:
   frozen at the 2009 levels, and Caja Madrid now        employee’s salary during the leave.                The amount fixed in the collective bargaining
   picks up 30% of the cost.                                                                                agreement is incremented 20%, up to the age             During 2010 the interest rate will be:
                                                         Reduced work hours: Possibility of not             of 23. After that age, the increment is 10%.
 Service improvements:                                   considering the salary reductions associated                                                                 If the Euribor is less than 2.00%, 75% of the
                                                         with temporarily shortened work hours when         Zero fees:                                                Euribor, subject to a minimum of 0.50 %.
   Coverage of 100% of the cost of prostheses and        calculating financial aid for the employee.
   implants included in the policy, when the usual                                                            Treatment of employees: Fees are waived                 If the Euribor is 2.00% or higher, the
   policy is to cover a given amount depending on        Time off for solidarity: Time off for activities     for all household economic transactions.                current rule will apply, that is, 55% of the
   the type of prosthesis or implant.                    of recognised social merit is available for                                                                  Euribor with a ceiling of 1.50 %.
                                                         employees with at least one year length of           Treatment of families: The exemptions will
   Coverage of respiratory therapy equipment             service at the company, for a minimum period         apply to all accounts in which the employee       These measures are in addition to the ones
   (CPAP and BiPAP); such items are not normally         of four months and a maximum of 18 months,           is the sole accountholder or where the co-        that Caja Madrid has established to help staff
   covered.                                              with the right to immediate reinstatement.           holders / authorised parties are the spouse       reconcile their personal and working lives that
                                                                                                              and/or children under the age of 23 who live      enlarge and improve upon the rights mandated
                                                                                                              with the employee.                                in the applicable laws and collective bargaining

Corporate Social Responsibility 2009                           03. Professionals                                                                                                                               32
                                                                                                                                                                Unpaid extended
 Working time                                           Leaves                                                                                                  leaves
   25 working days of paid holiday per year.              Extraordinary paid leave of up to 10 days a year    Loyalty reward paid leave: employees are          Maternity/paternity extended leave:
                                                          in exceptional cases, with the days required duly   entitled to one extra day off per year after 15
   Further to the Equality Committee’s focus on           accredited.                                         years of service, two days after 25 years and       Up to a maximum of three years from the
   work-home life reconciliation matters, staff will                                                          three days after 35 years.                          birth.
   have one extra free day in 2008, 2009 and 2010 to      Paid nursing leave for children under nine
   be taken at their discretion.                          months. Eligible employees have the option of       Unpaid leave of up to six months in exceptional     Option of splitting this leave into two or
                                                          replacing this one hour leave with:                 and duly justified circumstances. These             shorter periods.
   Shorter working days Caja Madrid offers several                                                            leaves may be requested every two years, and
   improvements over the statutory conditions:              A paid leave of ten calendar days (to be          improvement over the four year minimum              Entitlement to childcare or pre-school
                                                            taken immediately after maternity leave)          stipulated in the CBA.                              study subsidies for other children during
     Shorter days to care for a minor or a physically       plus another five working days during the                                                             the first year.
     or mentally disabled person in the employee’s          baby’s first year.
     family (to the second degree).
                                                                                                                                                                  Full coverage of the vacant position, to
                                                            Equivalent entitlement in full days.                                                                  facilitate take-up.
     Shorter hours for birth of premature children.
                                                            Employees with two children may replace                                                             Leave to care for family members up to the
                                                            the nursing hour with a paid leave of 20                                                            second degree
                                                            calendar days plus 10 working days, and
                                                            those with three or more youngsters may                                                               Two years when the relative is unable to
                                                            take 25 calendar days plus 15 working                                                                 fend for him/herself due to age, accident
                                                            days.                                                                                                 or disease and is not gainfully employed.

                                                            This same leave is available to employees                                                             Option of splitting this leave into two or
                                                            who adopt children up to the age of ten.                                                              shorter periods.

                                                          Paid leave for hospitalised children up to                                                            Voluntary extended leave for a minimum of four
                                                          the age of 14 years, subject to a maximum                                                             months and a maximum of five years. Can be
                                                          of 15 days.                                                                                           applied for every four years.

                                                          Paid leave for death or grave illness of family                                                       Study leave of up to one year for a master,
                                                          members related up to the second degree.                                                              doctorate or higher studies envisaged in the
                                                          Caja Madrid again improves on the statutory                                                           CBA. Employees maintain the right to return to
                                                          entitlement by extending such leave to                                                                their position. Available to employees with over
                                                          (accredited) cohabiting couples.                                                                      two years’ actual service in the organisation who
                                                                                                                                                                have not enjoyed such leaves in the preceding
                                                                                                                                                                seven years.

                                                        Rosa De Jesus Dorado Muñoz
                                                        Branch 9859

Corporate Social Responsibility 2009                            03. Professionals                                                                                                                            33
 Employee loans                                        Education                                        Other employee
 and advances                                          subsidies                                        welfare benefits
   Loan for purchase of main residence: starting       Employee education assistance for text books     Health insurance scheme for all Group
   from a minimum of 212,568 euros (revised            and tuition charges, covering up to 90% of       employees (100% subsidised) and their               Permanent total disability: 75% of fixed
   annually for inflation) and a maximum of five       the accredited costs, subject to a maximum       spouses and children (30% subsidised).              salary on a lifelong basis, adjusted for
   years’ pay. Repayment calendar of up to 40          of €1,800, for academic contents related to                                                          inflation.
   years, with cut-off at age 70. Interest rate: 55%   the activities of savings banks, post-graduate   Emergency payments for staff, their spouses
   of the Euribor (improved in 2010 as mentioned       studies and school certificates for university   and/or children in exceptional cases which do       Major disability: 75% of fixed salary on a
   above).                                             entrance.                                        not enjoy standard healthcare cover and cause       lifelong basis, adjusted for inflation.
                                                                                                        demonstrable economic hardship.
   Employee loans for sundry purposes:                 Educational subsidies for children of                                                              Accident life insurance.
   maximum of 36,000 euros, with repayment             employees: €470 for families with children of    Pension plan to cover future retirement with
   timetable of up to 10 years. Interest rate: 100%    between 3 and 23 years who are not gainfully     an external pension scheme (supplementary         Accident insurance for work-related journeys.
   of the Euribor.                                     employed. When completion of such studies        to the Social Security entitlement). The
                                                       requires living away from home, the subsidy is   individualised quarterly contributions are        Special discounts on a variety of products
   Interest-free advances of three or six months’      double the above amount.                         equivalent to 10% of the employee’s fixed         and services through the Caja Madrid Group’s
   pay.                                                                                                 salary and 4% of performance-related pay.         dedicated staff portal, e-personas.
                                                       Childcare aid for pre-schoolers: €800 gross.
   Home purchase mortgage loan of up to                                                                 Christmas hamper for retirees and current
   110% of the investment or appraised value,          Education subsidies for the disabled: €3,410.    staff alike.
   whichever is lower, for transactions in addition
   to the CBA loan. Other transactions: up to 85%                                                       Activities for children: educational, cultural
   of the appraised value. Repayment term of                                                            and recreational programmes and activities
   up to 40 years with cut-off at age 80. Interest                                                      during holiday periods for the children of
   rate: 55% of the Euribor (improved in 2010 as                                                        employees, at special prices, partly subsidised
   mentioned above).                                                                                    by the organisation.

   Temporary bridging facility for the purchase                                                         Providential benefits, including the following
   of a principal residence: loan until old home is                                                     coverage:
   sold. Repayment calendar of up to 36 months.
   Interest rate: Euribor + 0.39.                                                                         Widowhood: widows/widowers of
                                                                                                          employees receive a lifelong, inflation
                                                                                                          adjusted annuity of 40% of the employee’s
                                                                                                          fixed salary.

                                                                                                          Orphanhood: 25% of the employee’s
                                                                                                          fixed salary for each child up to age 23,
                                                                                                          adjusted for inflation.

Corporate Social Responsibility 2009                         03. Professionals                                                                                                                      34
 Measuring employee                                                                                        Working for
 satisfaction                                                                                              society
 Caja Madrid sees staff satisfaction readings as       The strong upward climb in the satisfaction score   Caja Madrid makes a special effort to involve       Publicising of Obra Social, Fundación and
 an invaluable resource. It operates a number          is quite clear.                                     its professionals in social initiatives to foster   Sponsorship activities
 of systems to survey the organisation’s work                                                              volunteer work and a keener awareness of the
 climate and record people’s views and experiences     The human resources representatives that cover      social needs of our day.                            A programme that gives internal publicity to Obra
 regarding different aspects of Group management.      all branches constitute a permanent channel for                                                         Social, Fundación and Sponsorship activities so
                                                       information and analysis on the work climate/       Staff fundraising                                   staff and their families can participate and get
 The tools used include annual surveys of branches     atmosphere, thanks to their proximity to and                                                            actively involved.
 with regard to the perceived quality of the support   familiarity with employees.                         Whenever major humanitarian crises occur, Caja
 received from central services. In the human                                                              Madrid opens special current accounts where
 resources area, the key factors considered are        The results obtained in the surveys and the areas
                                                                                                           staff can make contributions that are distributed
 expertise and guidance, accuracy of information,      targeted for improvement by the human resources
                                                                                                           to the non-governmental organisations (NGOs)
 ease of contact, turnaround time on requests for      representatives serve as the basis for proposing
                                                                                                           working on the ground. Follow-up calls for funds
 advice and general treatment.                         specific measures to improve satisfaction amongst
                                                                                                           also go out every three months.
                                                       all our people.
 The graph below depicts the overall results of
 these surveys in the last eight years:                                                                    Volunteer information point

                                                                                                           This service is designed to advise each volunteer
                                                                                                           or potential volunteer on the kind of activity or
                                                                                                           non-profit organisation they are looking for, and
                                                                                                           which ones are currently in need of temporary or
                                                                                                           permanent volunteers.

                                                                                                           Fair trade store

                                                                                                           Located in the Casa Encendida, this shop sells
                                                                                                           a variety of ethically manufactured items from
                                                                                                           producer communities in Africa, South America
                                                                                                           and Asia as part of the campaign to ensure all
                                                                                                           people a decent future and to support fair trade

Corporate Social Responsibility 2009                           03. Professionals                                                                                                                           35

            Financial inclusiveness
            and responsible finances
            and advising


            to server our customers

            More than    €15
            (without including commercial discounts), in
            lending to individuals and businesses
 Commitment 2009                                                                                                                                Commitment 2010
                                                      Degree of progress:                Completed          In progress        Initiated

 Achiever further improvement in the service by       Negotiation of agreement with Banco Metropolitano de Cuba; only pending approval by       Continue promoting measures for design and
 continuing to add more countries to the remittance   relevant Committee and signing by both entities.                                          improvement of the information on products
 destination list.                                                                                                                              and services for the youth segment.

 Step up efforts to design and improve products       There was a 2.00% increase in immigrant customers with respect to 2008.                   Continue offering personalised service to the
 and services for the immigrant population.                                                                                                     different customer segments.

 Continue offering personalised attention to          The number of portfolio-assigned customers rose 2.14% over 2008.                          Expand advising of customers (leveraging the
 different customer segments.                                                                                                                   possibilities offered by the new commercial

 Implementation of a plan in the entire retail        During 2009 improvements were made and more initiatives were created in relation to the
 network to give advise and personalised solutions    loan delinquency plan.                                                                    Consolidate and improve the plan for
 for persons having trouble keeping up with their                                                                                               managing loan delinquency by offering
 loan payments.                                                                                                                                 advising and personalised solutions for
                                                                                                                                                persons facing difficulties in paying off their
                                                                                                                                                loans and debts.
 Continue offering value to the communities where     During 2009, in these times of economic difficulties, Caja Madrid continued to work to
 Caja Madrid operates by helping them generate        support growth by lending to families and businesses, maintaining employment and
 prosperity.                                          promoting investment.

Corporate Social Responsibility 2009                   04. Customers                                                                                                                        37
 Customer                                                                                          Customer care and
 management                                                                                        quality
 In offering our products and services Caja        The design of socially aware products and       Caja Madrid has a proven track record of
 Madrid has always been guided by our concern      services, applying favourable terms to social   making attention to offering customers a
 for the society we live and do business in, all   groups faced with difficulties in obtaining     personalised and quality service a paramount
 the more in the current economic situation.       financing and to small businesses to foster     concern. This commitment to excellence drives
 That is why the Caja Madrid commercial policy     their development, or directly earmarking       Caja Madrid to make quality a key differential
 is guided by the following principles:            some of the income generated on certain         element in our business and is embodied in
                                                   products for donation to non-governmental       a variety of initiatives to implement quality
   Marketing anchored in a culture of              organisations (NGOs).                           standards and models and guidelines for
   customer service quality, staff training to                                                     how our professionals should strive to carry
   ensure delivery of the right advice and the     Transparent, ethical communication and          forward our organisation’s core values in this
   professionalism of commercial teams to          advertising material at the heart of the        respect.
   achieve maximum customer satisfaction.          relationship of trust between Caja Madrid                                                         Transparency
                                                                                                                                                     Oscar Rodríguez Sánchez
                                                   and its customers.                              The search for continuous improvements
                                                                                                                                                     Branch 9412
   Ensuring that vulnerable social groups are                                                      requires the use of multiple communication
   not excluded from financial services by                                                         channels in order to ascertain our customers’
   working to give them access to credit and to                                                    expectations and adapt our products and
                                                                                                                                                     looking for solutions to better adapt their
   banking distribution channels.                                                                  services accordingly. Customer trust is
                                                                                                                                                     instalments to their current payment
                                                                                                   the bedrock on which to build long-term
                                                                                                   relationships with clients that meet their
                                                                                                   concrete needs, while delivering satisfactory
                                                                                                                                                       One notable measure is the development
                                                                                                   solutions to their more intangible requirements
                                                                                                                                                       of an online simulator for the branch
                                                                                                   of quality and security.
                                                                                                                                                       network that can recommend a debt
                                                                                                                                                       repayment solution taking into account all
                                                                                                                                                       data on the customer’s current operations,
                                                                                                   Personalised care                                   employment situation and the maximum
                                                                                                                                                       instalment the customer can pay at the
                                                                                                   During 2009, we continued implementing a            present time. The solution combines the
                                                                                                   plan throughout the commercial network to           following variables: extension of term,
                                                                                                   advise and offer personalised solutions to all      modification of the repayment system,
                                                                                                   customers who were having a difficult time          revising interest rates, flexible payments
                                                                                                   keeping up on their payment commitments.            in the first 24 months and the possibility
                                                                                                   The plans is based on the following actions:        of obtaining aid from ICO Spain’s Official
                                                                                                                                                       Credit Institute.
                                                                                                     Early detection and management by branch
                                                                                                     offices of possible payment difficulties.       Creation of new support centres with
                                                                                                     This has been strengthened with new             managers specialised in finding solutions
                                                                                                     tools, procedures and products to improve       for the customers in their geographical
                                                                                                     the network’s response to customers             area that find themselves in a more
                                                                                                                                                     advanced phase of payment default. There

Corporate Social Responsibility 2009                    04. Customers                                                                                                                          38
                                                                                                  Service quality
   are three centres in Madrid and one each       Specialised advising is made possible           Caja Madrid actively pursues excellence in all its       The seal goes to companies that make a strong
   in Barcelona, Valencia, Seville, Valladolid,   by the emphasis of ongoing training of          activities, with the conviction that while corporate     commitment to innovation and improvement and the
   Vitoria and in the Valencia region, although   our professionals and major outlays for         earnings are obviously important, the way you attain     satisfaction of their staff, while actively contributing
   this personalised advising model can reach     technologies such as the Personal Advisor,      them also counts.                                        to the social and economic development of Madrid
   all parts of Spain by dispatching managers     a powerful tool that helps advisors offer                                                                Region. In the first edition Caja Madrid came out the
   to other provinces as well.                    the investment proposal best suited to the      We therefore use a range of quality yardsticks and       winner in the “Large Companies” category with the
                                                  individual profile, preferences and financial   benchmarking tools to ensure high service quality        Madrid Excelente Consumer Confidence Awards.
   Preparation of informational and training      requirements of each customer.                  and management excellence:
   guides for Group employees to make sure                                                                                                                 CMMI Standard
   they have the right instruments to provide     New operating improvements were introduced      EFQM
   a personalised response to customers                                                                                                                    In 2008, Caja Madrid earned the Capability Maturity
                                                  in 2009 in the Personal Advisor tool and
   experiencing these difficulties.                                                               The European Foundation for Quality Management           Model Integration (CMMI) level 3 certification for
                                                  in the information offered as support for
                                                                                                  (EFQM) model is an analytical tool based on              excellence in the development of information
                                                  the commercial activity. These include
                                                                                                  indicators of business excellence. In 2009, Caja         systems. It was the first company in Spain and only
                                                  the possibility of contracting investment       Madrid renewed its European Excellence 500 + Seal        the fourth financial institution worldwide to attain
                                                  proposals automatically without passing         for a further two years on scoring more than 500         a level 2 rating in this international model, a major
                                                  through the current system. The new             points according to the model. This recognition was      achievement considering it is a savings bank and not
                                                  system is a big time saver and management       granted by the organisation for the first time in 2005   a software developer.
                                                  efficiency booster for Caja Madrid commercial   and represents the highest distinction for corporate
                                                  managers.                                       excellence at the national and European level.           ISO 27002

                                                  Personalised advising is especially important   Quality management system                                Caja Madrid was the first Spanish financial
                                                  in the Personal Banking customer segment.                                                                institution certified to ISO 27002, originating in
                                                  These clients receive advanced advisory         ISO certificates endorse the management quality          British Standard BS7799-2:2002, which accredits
                                                  services from Caja Madrid, such as retirement   of seven business areas in Caja Madrid, with             world class standards and professionalism in the
                                                  planning and regular exhaustive monitoring of   Obra Social, Telephone Branch, Tasamadrid, Caja          security management of IT systems and platforms.
                                                  their investment portfolio.                     Madrid Pensiones, Gesmadrid, External Payrolls           This recognition consolidates our status as a
                                                                                                  and Pensions and Securities Services all currently       technology leader in Spain.
                                                                                                  certified to ISO 9001. In 2009, all certified areas
                                                                                                  were adapted to the new ISO 9001:2008 version
                                                                                                  and successfully audited by the external certifying

                                                                                                  Madrid Excelente

                                                                                                  Caja Madrid has held the Madrid Excelente seal
                                                                                                  since it was first introduced in 2001 and in 2008
                                                                                                  obtained its renewal for another two years. This
                                                                                                  is an initiative sponsored by the Madrid Regional
                                                  José Vicente Villa Cervantes                    Government with the goal of aligning companies
                                                  Branch 9573                                     in the region around agreed standards of quality.

Corporate Social Responsibility 2009                       04. Customers                                                                                                                                      39
 Q Programme
 Caja Madrid supports the Q + programme as           Last year marked the 10th anniversary of Caja        Especially interesting in this regard are the    In their assessments of the characteristics
 an instrument for disseminating the best            Madrid’s practice of having the targets set for      results with the new customers that have just    they most appreciate in their dealings with Caja
 quality practices, based on a variety of support    all branches include the results of the service      begun to work with Caja Madrid, as they rated    Madrid, our customers once again emphasised
 tools to establish quality improvement and          quality surveys conducted with customers,            the service received as excellent, with more     the treatment they received, the telephone
 education plans.                                    a clear outgrowth of the policy of putting           than 90% declaring they were very satisfied.     banking service and the professionalism of
                                                     customer service first and foremost as a                                                              branch staff.
 As part of this programme, the Q + awards           differentiating feature of Caja Madrid.              There was also a noteworthy appreciation of
 were given to the 27 centres with the most                                                               excellence in the complementary channels that    For a fuller view of customer perceptions, each
 outstanding quality service performance. The
                                                     Close to 140,000 surveys were conducted to           are being used by an ever increasing number of   year some 500 “mystery shopper” visits are
 most laudable feature of this distinction is that
                                                     deepen our grasp of customer expectations            customers, such as the online, telephone and     made to branches in order to check firsthand
 it is the customers themselves who rate and
                                                     and perceptions, rounded out by meetings with        mobile office services.                          that the Caja Madrid customer service policies
 reward the excellent work of the professionals
                                                     diverse customer groups.                                                                              are being fulfilled and see how we rate in
 who serve them.
                                                                                                                                                           comparison with the rest of the financial sector.
                                                     All were intended to pinpoint the specific needs
                                                     of the different customer segments in their
                                                     interaction with the Caja Madrid channels used
                                                     to provide them the services they demand
                                                     (branches, Internet, self-service terminals and
    Fingers                                          telephone banking), followed up by analysis of
    Oscar Francisco García Cruz                      their degree of satisfaction with the key retail
    Branch 1590
                                                     products (deposits, investment funds, pension
                                                     plans …).

                                                     These efforts allow us to obtain detailed
                                                     itemised information for each centre, each
                                                     customer relations channel and each of
                                                     the customer segments that deal with the
                                                     institution, helping us to pinpoint their needs in
                                                     order to offer the most suitable products and

Corporate Social Responsibility 2009                         04. Customers                                                                                                                              40
                                                      improvement                                            Accessibility
 In addition to being integrated into each centre’s   A cornerstone of Caja Madrid’s commitment to           Caja Madrid understands that bank usage
 targets, the results of these customer service       continuous improvement is how seriously we take        is a fundamental right of every individual
 yardsticks are also incorporated into the design     complaints, claims and suggestions, which we           regardless of his or her physical or social
 and execution of plans for improving the levels      regard as a valuable source of information straight    situation.
 of customer satisfaction.                            from our customer base.
                                                                                                             Spurred by the present economic situation,
 Part of these efforts include the “Plan 50+”         The Customer Care Service (CCS) resolves every         we have taken action on three fronts to step
 project first begun in 2004 to pursue specific       complaint and claim submitted by the users of our      up our initiatives to enhance accessibility to
 actions to boost satisfaction in those branches      financial services with a timely and completely        financial services:
                                                      independent decision on the issue. Moreover,
 which customer surveys indicate have the most                                                                                                                   Colours
                                                      the CCS informs the rest of the organisation and         Designing social products for economically
 room for improvement. The success of the                                                                                                                        Gonzalo Rico Gordillo
                                                      makes suggestions on the measures that need to           vulnerable groups and promoting wealth            7033- Tasamadrid
 project is quite clear: the improvement seen in
                                                      be adopted in the future. Its decisions are binding.     creation through support for small
 customer satisfaction surveys at the branches
 targeted by this programme is significantly                                                                   businesses.
                                                      The percentage of complaints and claims ruled
 higher than the average.                             on by the CCS that are then taken to supervisory         Pursuing initiatives to boost customer
                                                      authorities remains low (3.1% in 2009), a                understanding of the financial world that are
 In 2009 the Plan 50+ branches boosted their          testament to the high level of acceptance shown          adapted to their individual profiles and the
 score seven points above their previous result.      by claimants of the responses offered by Caja            needs that characterise their specific stage in
                                                      Madrid.                                                  their working lives.
 For the last nine years, Caja Madrid has been
 measuring the satisfaction expressed by the          Also, the “Your Idea Counts” programme for               Establishing distribution channels that can be
 branch network and Group employees with the          managing suggestions has now received more               used by people with different types of physical
 services provided by the central departments.        than 10,000 communications that further promote          and visual disabilities, or living in outlying
 The principal aim of this yardstick is, naturally,   the customer orientation adopted by the Caja             towns or rural areas.
 to improve these services and adapt processes        Madrid Group.
 to allow us to deliver the best possible service
 to the end customer.

 The results of the central services performance
 assessment (with more than 40 different
 services analysed) underscore a clear
 improvement in the customer focus (both
 internal and external customers) of Caja Madrid
 Group employees, showing a clear uptrend
 every year since this yardstick was established
 and a new all-time high in 2009.

Corporate Social Responsibility 2009                          04. Customers                                                                                                              41
 Accessible                                                                                                                                                        Financial
 channels                                                                                                                                                          inclusiveness
 Accessible attention                                 In addition, it continues to operate five               A high-contrast feature was also added to            Caja Madrid continues to pay special attention
                                                      “Ofibuses”, three of which were revamped                improve ATM screen visibility in poor lighting       to different segments of the population, like
 Through the telephone service centre, Caja           last year. They continue making periodic                conditions.                                          children, young people, seniors and foreign
 Madrid seeks to eliminate the barriers that hinder   calls to senior citizens’ residences, university                                                             nationals with services that have a clear value-
 interaction with persons with speech or hearing      matriculation days and social cultural and sports       La Casa Encendida                                    added component.
 impediments, so that these individuals can           events. These mobile units also make regular
 receive the same service as all other citizens.      visits to small towns that have no banks so that        This cultural centre has taken its place amongst     Our youngest public
                                                      the residents do not have to do without these           the leaders in offering educational and culture
 This new innovative service allows users with        basic banking services.                                 activities, with strong emphasis on social causes    “Mi cuenta y Yo” for the under sixes, without
 hearing problems to contact an agent in the                                                                  and the environment. It welcomes and facilitates
                                                                                                                                                                   charges or commissions. The child can keep this
 telephone banking service using their mobile         Portal accessibility                                    access to the disabled thanks to the accessibility
                                                                                                                                                                   account up to the age limit and then switch it over
 telephone, PDA or specially adapted fixed                                                                    management system established there, fully
                                                                                                                                                                   to a “Cuentas Tú”.
 telephone terminal, in real-time text mode,          The portals for retail customers (“Particulares”),      compliant with the UNE-170001 accessibility
 without having to rely on intermediaries.            Obra Social and Fundación Caja Madrid all hold          standard.
                                                      the AA certificate awarded by CTIC (Centro                                                                   The “Cuentas Tú” savings book offers youngsters
 Customers wishing to use these services with         Tecnológico de la Información y la Comunicación)        Channel personalisation                              from six to eighteen some useful financial
 their own equipment only need to download a          in recognition of the high level of accessibility for                                                        advantages – zero commissions and a special
 simple programme, free of charge, to facilitate      the visually impaired.                                  To make use of this channel easier and more          interest rate to reward their first steps in saving.
 the communications.                                                                                          personalised, customers can use the Internet         Holders also have the right to free education
                                                      ATM accessibility                                       Branch to can configure their favourite ATM          insurance; in the event of death of the insured
 Physical accessibility of branches                                                                           operations according to their needs and              (the minor’s father, mother or guardian) the
                                                      Caja Madrid continued adapting devices and              preferences.                                         coverage provides an annual contribution toward
 The NOS manual defines a model layout for            technology so that customers with visual                                                                     the youngster’s expenses until he or she reaches
 branches and all their elements which fully          handicaps and other physical limitations have                                                                the age of 18.
 complies with accessibility conditions for the       accessible ATMs near them.
 disabled.                                                                                                                                                         The services offered to this segment also include
                                                      In 2009 the screens were completely redesigned                                                               savings insurance (“Secure Future Savings”)
 Geographical accessibility                           as means of communication with customers,                                                                    that provide recurring savings for a specific
                                                      fundamentally based on information provided by                                                               purpose relating to supporting the education of
 Caja Madrid operates 2,136 offices throughout        the users in response to a previous study.                                                                   the youngster through higher studies, master’s
 Spain, including 176 branches and 274                                                                                                                             degrees, etc.
 automated teller machines (ATMs) to respond          The new interface includes notable
 to our customers’ financial needs in the more        improvements, integrating multi-channel                                                                      Teens and young adults
 underpopulated towns (less than 10,000               interaction and design patterns that permit
 inhabitants) or economically distressed              more efficient use, to make ATMS that are more
                                                                                                                                                                   A new commercial strategy was unfurled for
 communities, in some cases regardless of the         accessible, intuitive and easy-to-use available
                                                                                                                                                                   the entire 18-30 year old segment, with a clear
 turnover they actually generate.                     to all.
                                                                                                                                                                   focus on new technologies and youth trends,
                                                                                                                                                                   with the creation of specific microsites for
                                                                                                                                                                   these customers and an active presence in the
                                                                                                                                                                   burgeoning social networks of today’s youth. In

Corporate Social Responsibility 2009                          04. Customers                                                                                                                                       42

 addition, Caja Madrid’s youth portal                     In 2009, Caja Madrid again teamed up with the        up regular money transfers, specifying the              Universities is being continuously                      regional government of Madrid to offer senior        amount, date and frequency. The remittance is
 revamped with new services and offers, while             citizens the “Mayores de Cine” initiative. From 14   sent automatically in the conditions specified.         The product catalogue offers a line of loans,
 also informing on topics of interest to young            April to 30 June, residents in the Madrid Region     The client then receives an SMS confirmation            with easy repayment terms, for the completion
 adults, such as housing, solidarity initiatives,         aged 60 and over were able to go to the cinema       message at the mobile telephone number he or            of master’s and other postgraduate courses,
 cultural activities and education/training.              for only one euro.                                   she indicated when arranging the transfers.             payment of university tuition or as advances on
                                                                                                                                                                       grants. Low-interest loans are also available to
 Ever aware of the importance and potential of            Thanks to the success of prior editions, some 60     This facility is also provided with the “Aquí – Allá”   teachers, administrative personnel and other
 the university community, Caja Madrid has given          cinemas signed up last year, bringing the total      (Here & There) service, which consists of two           staff at public universities in the Madrid Region.
 added advertising and public relations support to        number of venues where seniors could enjoy           cards:
 the branches located on university campuses.             the latest motion picture premieres and other                                                                Caja Madrid has offered close to 3,000 facilities to
                                                          commercial films at this reduced price to over         A debit card for the customer residing in             young adults, university students and the general
 Seniors                                                  500. In the previous three years, more than one        Spain that not only performs the standard             public in an interest free loan facility called Plan
                                                          and a half million individuals benefited from the      payment function, but can also be used to             Avanza, in collaboration with the ICO, aimed
 The over sixties have their own range of products        programme.                                             send money to their families via the Caja             at encouraging their take-up of information
 to allow them to get on with enjoying life. The                                                                 Madrid ATM network.                                   technologies.
 pension service provides a series of advantages          In addition, in collaboration with Obra Social, a
 and discounts to customers who arrange for               DVD was produced of the programme “Knowing             A prepaid card for the beneficiary of these           In addition, Caja Madrid has established an
 direct deposit of their pensions with Caja Madrid,       how to age. Preventing dependence”, targeted           remittances, who can withdraw them                    agreement with the Mutualidad Pro-Minusválidos
 including special prices for home insurance, an          at people aged 60 and older, a lively and helpful      at branches or cash points in his or her              Psíquicos for preferential credit lines for
 advance on their pension payment (credited to            presentation on how to stay young in this stage        country of origin, as well as using the card          beneficiaries of this association for the mentally
 them on day 25 of each month, instead of the last        of life.                                               for retail purchases.                                 disabled, to pay for home adaptation and the
 day), free direct debit service for paying bills, Visa                                                                                                                purchase or adaptation of motor vehicles for
 Electron card with no charge, and others. The            Foreign nationals                                    In addition, coverage was improved in some              people with special needs
 Desafío (challenge) card provides discounts of as                                                             products and special discounts offered in
 much as 40% on Renfe train tickets. The pension          The financial services and products offered          other products of special interest to foreign
 deposit plan is a 12-month deposit with an               to this customer segment was improved,               national customers, such as automobile and
 attractive yield. And to meet the financing needs        with special emphasis on the remittance              home insurance, Nexo accident insurance,
 of these customers, there is the “Puedes Más”            transmission service, given how important it         international funeral insurance and the Seguro
 credit facility and interest-free consumer loans.        can be to families back in the immigrants’ home      Salud Elección health insurance coverage.
 In the seniors área of, our                                                                 Special commercial facilities are also provided
 elderly customers can find a complete range              The “Envío de Dinero Permanente” money               for foreign nationals from other European Union
 of segment-specific products, activities and             transfer service was developed in branch offices     Member States, the so-called euro residents,
 services of Obra Social and Fundación Caja               and in the telephone banking service. Customers      whose specific needs warrant personalised
 Madrid.                                                  can use this simple 1-step procedure to set          attention from specialised managers and

Corporate Social Responsibility 2009                              04. Customers                                                                                                                                       43
 Support for small
 Caja Madrid works to make financing terms as         Agreement with CEIM and the Madrid                   Other agreements: with business associations,
 accessible as possible to new businesses and         Chamber of Commerce: A programme to                  such as CROEM, the regional confederation of
 promote the development of small and medium          support Madrid-area enterprises with 2,250           business organisations in Murcia, and other
 enterprises as its contribution to the growth        million euros to boost their competitiveness,        regional development institutes, including
 of Spain’s entrepreneurial fabric. This is done      spur R&D spending by the business                    those run by the Principality of Asturias, the
 through a number of agreements, highlighted by:      community and foster sustainable business            ICREF official credit and lending institute in
                                                      practices. In 2009 there were 23 public              Murcia, the Basque Government and Navarre.       Threads of life
                                                                                                                                                            Carlos Hernández González
   Agreement with the Madrid Regional Young           presentations of this agreement to different                                                          0452 - Retail
   Entrepreneurs Association: Establishing a          business associations.
                                                      In 2009 a total of 25,886 operations, worth
   series of financial advantages in products
   designed for business projects undertaken by       an aggregate 2,175 million euros, were
                                                      executed under this commercial accord,
                                                                                                         Social housing                                     Offering Caja Madrid customers the ICO
   young entrepreneurs.
                                                      benefitting 10,139 enterprises, self-employed      Caja Madrid actively collaborates with             mortgage moratorium line, an official credit
   ICO Facilities: In 2009 Caja Madrid undersigned    professionals and independent contractors.         the housing plans of central and regional          facility targeted at the unemployed and
   a total of 19 business support facilities from                                                        governments and other public agencies.             entrepreneurs with revenue difficulties to help
   Spain’s official credit institute that have        Other regional and local agreements:                                                                  them pay their current mortgage instalments.
   financed 8,031 operations worth 877 million        Agreement with Foment del Treball                  Once again, Caja Madrid showed its
   euros through 31 December.                         Nacional (FTN), for enterprises, entities          commitment to helping younger customers            Construction of subsidised homes and homes to
                                                      and associations in Catalonia affiliated with      acquire their own home with the Hipoteca           be rented out with a purchase option as part of
   Agreements with Avalmadrid: An intense             the FTN Catalan confederation of business                                                             the Madrid Regional Government Housing Plan.
                                                                                                         Joven product, offered in conjunction with the
   programme of exclusive agreements with             organisations; agreement with the Instituto
                                                                                                         regional government of Madrid. More than
   this Madrid mutual guarantee company (SGR)         de Fomento de la Región de Murcia (INFO),                                                             Financing home purchases by foreign nationals
                                                                                                         27,300 home purchases have been financed
   was pursued to finance capital expenditure         targeted at businesses and entrepreneurs                                                              living in Spain who wish to buy a property in their
                                                      operating in the Murcia Region; with CIERVAL,      to date with these mortgages, making Caja          country of origin with a loan arranged in Spain.
   and liquidity needs. An important novelty was                                                         Madrid the lender of choice for more than
   the Express plan (Plan Impulsa Express) that       the confederation of business organisations in
                                                      the Valencia Region; with PYMEC, representing      45,000 young people in the region.                 Loans to owners’ associations to undertake the
   guarantees projects are evaluated in one week.
   At present, the volume of business, scope of       micro, small and medium enterprises in                                                                reforms prescribed in the official programme of
                                                      Catalonia and Valencia.                            Since the beginning of the year, Caja Madrid       technical inspections of buildings.
   the coordinated actions and capital contribution
                                                                                                         also collaborated with the Spanish Ministry of
   to Avalmadrid make Caja Madrid one of the
   mainstays of this SGR.                             Agreement with the European Investment             Economy and various regional governments           Loans to tenants who have been assigned
                                                      Bank (EIB): At the end of 2008 Caja Madrid         in managing a package of different direct aids     homes managed by the Madrid Housing Institute
   Agreements with other SGR: During the              signed a 200 million euros credit line with the    from the central government to help them           (IVIMA).
   year, Caja Madrid renewed all of its existing      EIB to finance business projects by Spanish        rent their own homes.
   agreements with the diverse mutual guarantee       small and medium enterprises. Until it was                                                            Caja Madrid continued to collaborate with the
   companies (SGR) that operate in Spain.             fully disbursed and closed on 31 July 2009, this   As in previous years, a diversity of housing       government of the Balearic Islands to finance
   Throughout Spain there are 21 SGR and Caja         credit line financed some 1,500 operations.        related activities were carried on, notably        first-home purchases by young people, through
   Madrid has agreements in place with 20 of          Negotiations are now under way with the EIB        including:                                         the Primera Hipoteca de les Illes Balears
   them, along with equity stakes in several. More    for a new line.                                                                                       programme.
   than 100 million euros of financing is tied to
   these agreements.

Corporate Social Responsibility 2009                        04. Customers                                                                                                                                 44
 Financial                                                                                                                                    Responsible
 education                                          Portals                                                                                   products and
 Caja Madrid uses its different corporate
 portals to offer customers the opportunity
 to deepen their understanding of financial                                                                                                   Caja Madrid gives back to society a
 products, services and activities.                                                                                                           substantial portion of the earnings raised
                                                                                                                                              from its financial operations. In this sense,
   The Buscador Caja Madrid (buscador.                 Portal              Portal         Oficina        Banca              CMCOOL            all our products and services have a social, search engine portal includes    Caja Madrid         Particulares    Internet       Personal                              component.
   areas such as “I have to plan my retirement”,
   “I need an advisor” and “I’m going to buy a                                                                                                Although the current economic crisis has
   home”.                                                                                                                                     prompted the institution to focus heightened
                                                                                                                                              attention on economically vulnerable groups and
   The “Individuals” customer portal (www.                                                                                                    on the needs of small companies to help boost offers the information                                                                                                      business development, it continues to market
   retail customers need to gain an in-depth         Caja Madrid         Tasamadrid     Caja Madrid    Gesmadrid           Sala Retiro        socially aware products and services that:
   grasp of loans, investment funds, pension          Pensiones                            Bolsa
   plans, insurance and other basic financial                                                                                                   Are designed taking social and environmental
   tools. Also, the specialised portal (www.                                                                                                    questions into account., provides
   information on the personalised advice that                                                                                                  Assign part of the profits generated to
   Caja Madrid makes available to customers                                                                                                     non-governmental organisations (NGO) and
   in the personal banking segment, including                                                                                                   charitable organisations.
   products and high value-added services.           Caja Madrid          Oficina          Banca      Finanmadrid           Pluritel
                                                      Empresas      Internet Empresas   de Negocios
   The “Aula” page on the Gesmadrid (www., portal provides information on
   the world of investment funds.

   The senior citizen centres run by Obra Social
   also host numerous activities in which elderly
   members of the community can deepen their         Fundación            Vivienda         Altae        Subastas           Fracciona
   financial knowhow.                                                                                 Inmobiliarias

                                                     Obra Social          La Casa                                             Chaos of vats
                                                                         Encendida                                    José Lucas Fernández
                                                                                                                               Branch 3312

Corporate Social Responsibility 2009                     04. Customers                                                                                                                    45
 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).

 For more information, click on the card displayed.

                                  UNICEF card                                                                                            Carnet JOVEN EURO< 26 CEUTA
                                  Holders of these cards know that a certain percentage of their expenditure is donated                  As part of its drive to align products and services with the needs and interests of the
                                  to the United Nations agency UNICEF and its work to ensure respect for the rights of                   younger public, Caja Madrid launched the Carnet Jóven Euro<26 Ceuta, a debit card for 16
                                  children. Such a simple daily act like using a credit card thus translates into support                to 30 year olds resident in the city of Ceuta. Holder benefits include:
                                  for the agency’s programmes in the defence of children. It also helps fund healthcare
                                  and educational projects. The contributions made with these cards have provided                           Discounts and special offers in Spain and 35 other countries on transport and at hotels,
                                  educational opportunities to children in 73 countries.                                                    stores and cultural venues displaying the Carnet Joven logo. A list is available on www.

                                                                                                                                            Free travel assistance insurance.
                                  DOWN’S SYNDROME card
                                  Holders of the Down’s Syndrome Card collaborate with the projects carried out by
                                  the Fundación Síndrome de Down. A set percentage of every purchase made with                           Carnet JOVEN COMUNIDAD DE MADRID
                                  card goes to the foundation, contributing to programmes for the integration and                        A card for young people between 14 and 30, marketed exclusively in the Madrid region
                                  development of people with Down’s Syndrome and other types of mental illness.                          by Caja Madrid in collaboration with the Madrid regional government’s Directorate
                                                                                                                                         General for Youth Affairs. The cardholder can choose between a credit card or a debit
                                                                                                                                         card and obtain numerous special benefits and discounts. The cards can be used to
                                                                                                                                         obtain cash and make purchases in shops throughout the world without having to carry
                                                                                                                                         cash. In addition, the holders:
                                  DOWN’S SYNDROME BUSINESS Card
                                  Caja Madrid markets a new affinity card that donates part of the revenues generated                       Can enjoy advantages and special prices in a large number of sports, leisure, travel
                                  by card use to the Fundación Síndrome de Down Madrid, an organisation that works                          and many other activities. All of the information can be consulted at
                                  to advance the integration and job placement of persons suffering from Down’s                   , with up-to-date news on events, activities, offers, etc.
                                  Syndrome. The target public for this specific business card primarily consists of                         Benefit from free travel assistance insurance for their outings.
                                  companies that collaborate with the Fundación Síndrome de Down through the
                                  Stela project for job training and placement of the disabled, and companies and                           In 2009 this new card unified the previous Carnet Euro <26 and + 26 cards also issued
                                  professionals sensitive to social issues.                                                                 by Caja Madrid.

                                  CMCOOL card                                                                                            INTERMON-OXFAM card
                                                                                                                                         Intermón-Oxfam participates in more than 500 development programmes in over
                                  CMCool is a card for younger people aged 24 to 35, a population segment generally
                                                                                                                                         50 countries in Africa, Latin America and Asia, as first responders in emergencies,
                                  in need of easier access to financial products and services. The card carries no issue
                                                                                                                                         promoting fair trade and carrying out campaigns to raise social awareness and mobilise
                                  charge and maintenance is free up to age 25; holders get a 2% discount on mobile
                                                                                                                                         solidarity efforts. Each time the cardholder makes a purchase, a certain percentage of
                                  phone recharges via Caja Madrid ATMs and the Internet Branch.
                                                                                                                                         the expenditure goes to the development projects led by Intermón-Oxfam.

Corporate Social Responsibility 2009                                 04. Customers                                                                                                                                            46

                                 AQUÍ-ALLÁ (“Here & There”) Card                                                            DESAFÍO card
                                 This card addresses the special needs of the immigrant population, as a socially           The new name of the RENFE Dorada credit and debit cards issued by Caja Madrid to
                                 disadvantaged group. AQUÍ-ALLÁ consists of two cards:                                      provide discounts on train fares and other advantages to the over sixty. Holders can obtain
                                                                                                                            discounts of up to 40% on commuter and long-distance train travel, and now delivers
                                   A debit card for the customer residing in Spain that not only performs the standard      additional benefits, such as an advanced legal protection service and a second medical
                                   payment function, but can also be used to send money to their families via the Caja      opinion service with MAPFRE, all free of charge for the customer. The credit version of the
                                   Madrid ATM network.                                                                      card comes with free accident insurance.

                                   A prepaid card for the beneficiary of these remittances, who can withdraw them at
                                   branches or cash points in his or her country of origin, as well as using the card for
                                   retail purchases.                                                                        PARALÍMPICOS card
                                   Cards can be customised with the flags of the main countries of origin of our            This is the first such affinity card in Europe designed to support Paralympics sports.
                                   customers: Bolivia, Colombia, Ecuador, Peru and Rumania.                                 Paralympics athletes, their families and any person who wishes to support them can
                                                                                                                            use this credit card, which, in collaboration with the Spanish Paralympics Committee,
                                 Low costs combined with fast, worry-free transactions make this a keenly competitive       supports Spanish Paralympics athletes to better their training to participate in the
                                 remittance medium.                                                                         Paralympics Games. In addition, the card features braille embossing so that it can be
                                                                                                                            used by the blind.
                                 The AQUÍ-ALLÁ card received the international OSCARD 2007 award for innovation
                                 in payment cards, and has positioned Caja Madrid as a provider of choice among the
                                 immigrant community.
                                                                                                                            SOCIETY FOR THE PROTECTION OF ANIMALS AND PLANTS
                                 WOMEN ENTREPRENEURS Card                                                                   Card
                                 Through this card, Caja Madrid collaborates with the Spanish Businesswomen’s               Caja Madrid also finds room in its social agenda to provide financial and other
                                 Association in its training courses, seminars, congresses, advisory services and job       assistance to volunteer groups working to preserve wildlife. This card comes free of
                                 placement programmes for enterprising women. The benefits of the Visa Mujeres              charge the first year for all persons committed to protecting plant and animal life and
                                 Empresarias also include free accident insurance.                                          the 6,000 members of the Alicante Society for the Protection of Animals and Plants.

                                                                                                                            UNIVERSITY Cards
                                                                                                                            Caja Madrid maintain an active presence on Madrid university campuses through
                                                                                                                            the student cards it issues. These cards, cost-free for the 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 credit cards. At present, Caja Madrid markets
                                                                                                                            the official cards of the Autónoma, Complutense, Rey Juan Carlos and Carlos III
                                                                                                                            universities of Madrid.

Corporate Social Responsibility 2009                                04. Customers                                                                                                                                 47
 Emergency                                                                                        Socially
 donation accounts                               Insurance                                        responsible
 Through the Internet Branch, Caja Madrid        The current economic instability is swelling
                                                                                                  investment                                             Employee pension fund: the investment policy
 makes some 69 donation accounts available       the ranks of the jobless. Caja Madrid has                                                               statement of the Caja Madrid Group staff pension
 for customers wishing to make a financial       responded by offering our customers              Caja Madrid’s main goal in this area is to let         fund includes a series of ethical considerations,
 contribution to NGOs throughout the world       new products to deal with the difficulties       prospective investors know that investing in           like excluding from the portfolio any assets of
 through the Internet Branch.                    associated with unemployment:                    companies and organisations that operate to            companies exploiting child labour, harming
                                                                                                  socially and ethically responsible standards is        the environment or otherwise in breach of
 All of these accounts can be consulted in the   Paycheque protection insurance: This             the most effective instrument for improving            fundamental human rights. The fund’s Control
 “Services” section of the Caja Madrid portal.   insurance supplements the official               the wellbeing of our society, without giving up a      Committee has the power to add other exclusion
                                                 unemployment or temporary disability             healthy return on their savings.                       criteria to the list as needed.
                                                 benefits, as well as providing coverage for
                                                 death by accident or cardiovascular causes,      To this end, it has built up a portfolio of socially   Caja Madrid has an IT application called EIRIS
                                                 plus housing expenses.                           responsible investment products, highlighted           to guide occupational pension plans wishing
                                                                                                  by several funds that invest in companies with a       to invest in a socially responsible manner. The
                                                 Payment protection insurance: allows             positive impact on environmental conservation:         system is already operative in the pension plans
                                                 borrowers who have personal or mortgage                                                                 of the Madrid City Council and this year the
                                                 loans from Caja Madrid to meet their             PRO UNICEF Solidarity Benefit Fund: belonging          application of socially responsible investment
                                                 payments in the event of unemployment or         to the “Ethical/Ecological/Social Responsibility”      criteria was extended to the pension plans of
                                                 temporary disability.                            category of Spanish collective investment              the Spanish Parliament and Fondoandalsur
    No signal                                                                                     association Inverco, with 0.5% of management           (contributed to by the Municipal Councils of Jerez
    Santiago Bisbal Grandal                      Rent protection insurance: guarantees            fees donated to UNICEF.                                de la Frontera, Trebujena, Chiclana de la Frontera
    Branch 1577
                                                 owners who rent out homes that they will                                                                and Vélez Málaga).
                                                 receive the rent in the event the tenant does
                                                 not pay, as well as coverage for damage
                                                 caused to the home.
                                                                                                   PENSION PLAN                             (THOUSAND EUROS)                                MEMBERS
                                                 Salud Elección: provides for a modest
                                                 charge, this provides access to private health   Employees Caja Madrid                     844.20                                              19,462
                                                 insurance, without waiting lists and with the    Madrid City Council                       29.46                                               31,665
                                                 broadest primary care coverage.                  Andalsur                                  19.92                                                3,192
                                                                                                  Spanish Parliament                        5.08                                                 1,502

                                                                                                   ETHICAL FUNDS                            ASSETS (EUROS)                                  MEMBERS
                                                                                                  Pro UNICEF Fund                           2,427,014                                              285

Corporate Social Responsibility 2009                    04. Customers                                                                                                                                 48
 Security and
 data protection                                        Security in ATMs
 Technological development and an increasingly          The following security-enhancement features         “My favourite operations” submenu option on        Branches are equipped with the latest in security
 global and competitive economic landscape call         have been incorporated into Caja Madrid             main ATM menu for faster error-free use.           technology, above and beyond the legally required
 for new business models to protect and preserve        automated teller machines (ATMS):                                                                      standard, including:
 the confidentiality of information. Caja Madrid sees                                                       Special night-time controls.
 the safekeeping of business, customer and staff         Lighting devices that clearly signal the card/                                                          Digital closed circuit TV with internet
 data as both a legal and an ethical imperative.         passbook insert slot.                              Coded communication between the ATM PC               protocol (IP) connection, thereby allowing
                                                                                                            and cash dispenser.                                  remote interaction with the branch when
 It has reworked its “Information Security Policy        Secure keypad entry system that                                                                         necessary.
 and Guidelines” in line with the latest legislation     destroys the code entered if the keypad is         SW protection of the ATM disc so that only
 in this area: the Personal Data Protection Act                                                                                                                  Local alarm centres with IP connection to
                                                         manipulated.                                       authorised persons, acting with authorised
 (known by its Spanish initials LOPD), Royal                                                                                                                     detect possible criminal cut-off of the line.
                                                                                                            devices and with approved SW can access it.
 Decree 994/1999 regulating security measures
                                                         Privacy screens that provide no lateral
 for automated filing systems containing personal                                                                                                                Safety doors complete with metal detectors.
 data, the Information Society Services and
 E-Commerce Act, etc. This policy rests on a
                                                         visibility, so that only the customer standing
                                                         directly in front of the screen can see the      Security in
 series of procedures, access controls and IT data
 protection tools that are detailed exhaustively in
                                                                                                          branches                                               Delayed opening safes at teller positions to
                                                                                                                                                                 prevent casual theft.
 the Caja Madrid Systems Security Plan.                  Sensors for the detection of possible card-
                                                                                                          Given the nature of our business, Caja Madrid          Monitors at commercial job stations to
                                                         copying devices.
                                                                                                          is especially concerned about the safety of            monitor customer entry inside the offices.
 Major efforts have been made in recent years to                                                          customers and employees, and we do everything
 expand its technological capabilities at the service    Customers are prompted to re-enter their         in our power to assure their protection.
 of system and software security, and implement          personal code at the final stage of cash                                                              Self-protection plans are in place for central
 best-in-market safeguards to ensure the integrity       withdrawals.                                                                                          service and flagship buildings as well as
                                                                                                          All Group employees can access a Branch              emergency procedures at branch level.
 and confidentiality of all types of information.                                                         Security Manual through the corporate intranet,
                                                         Data control mechanisms, so each time a          with instructions on how to react in a series
 The result was that Caja Madrid was the first           card is used its numbering is changed, to        of threatening circumstances. This is vitally
 Spanish financial institution certified to BS7799-      avoid copies of the magnetic strip.              important, as the collaboration of our staff is of
 2:2002, accrediting world class standards in                                                             decisive importance for detecting, preventing
 the security management of IT systems and               SMS message alerts to confirming card            and investigating criminal acts involving our
 platforms.                                              transactions or alerting to suspected            organisation, and for protecting their own safety
                                                         fraudulent use.                                  and customers.

                                                         Video recording cameras at all cash point.       Courses on all branch security-related matters
                                                                                                          are available to new, temporary and permanent
                                                         On-screen suggestion for customer to check       staff. Employees can also watch a training
                                                         that there are no obstacles to using the ATM     briefing on the e-personas portal showing them
                                                         and withdrawing the cash.                        how to prevent or respond to theft, assault or
                                                         Sensor and alarm control of front-door

Corporate Social Responsibility 2009                           04. Customers                                                                                                                                    49
 Advertising and                                                                                          Technology at the                                                        TO
                                                                                                                                                                                       RS                   INN

 communication                                                                                            customer’s service                                                     US                              AT
                                                                                                                                                                                C                                  IO


                                                                                                                                                                                              VERNACE M


                                                                                                                                                                                            GO         OD

                                                       Caja Madrid’s commitment to ethical and                                                                                           IT

 Caja Madrid has a multidisciplinary task force                                                           Technology is key to the development of the


 with participation of the different data protection   transparent communication also finds               products and services offered by Caja Madrid. In

                                                                                                                                                                                                                               NOLOGICAL DEV
 units that works to identify and analyse the          expression in its membership of Autocontrol,       2009 the application of technological innovations
 issues that could impact the Group.                   which it joined in 1999 and on whose executive     allowed the Group to generate and launch
                                                       board it currently sits. Autocontrol is an         products that respond to the our customers


 All written correspondence complies with              association set up by advertisers, advertising     expectations and to the requirements of the


                                                                                                                                                                                         GO                     O

                                                                                                          market. Notable in this area were:                                                                M
 personal data protection legislation as regards       agencies and communications media. Its goals                                                                                           VER


 the confidentiality of the information supplied.      include the safeguarding of consumer and user


                                                       rights and the defence of fair competition. The      Development of 19 new liability products
                                                       mere fact of belonging to Autocontrol certifies      with advanced price-personalisation                                 EVOLUTION OF

                                                       that Caja Madrid has no disputes or complaints       capacities, four new asset products and 19
                                                       outstanding, as the association does not accept      ICO-backed credit lines for businesses.
                                                       or maintain members who do not agree to abide                                                             TECHNOLOGICAL DEVELOPMENT 2010
                                                       by its code of self-regulation.                      Implementation of commercial action
                                                                                                            prioritisation engine that identifies the best
                                                       In accordance with Bank of Spain rules, all          offer for each client in every product line.
                                                                                                                                                              Accessibility improvements: adapting
                                                       advertising copy that so requires carries a
                                                                                                          Major improvements were carried out in              telephone banking services to persons with
                                                       registration number (RBE) certifying that it has
                                                                                                          management control, operating and commercial        impaired hearing by means of a custom
     Orange and sea                                    been reviewed and approved by the central
                                                                                                          procedures as a result of the application of new    terminal, and installation of a custom
     Vicente Sanz Toledano                             bank. Likewise, all Caja Madrid mutual fund
     0458 - Developers Business                                                                           regulatory requirements and our own internal        application for the blind at ATMs.
                                                       campaigns are previously cleared and then
                                                       supervised by the product analysis team of the     initiatives for continuous improvement.
                                                                                                                                                              A new multilingual platform to allow all Group
                                                       Spanish securities regulator Comisión Nacional
                                                                                                          Significant achievements were also made in          portals to be presented in various languages.
                                                       del Mercado de Valores (CNMV).
                                                                                                          some of the key projects that strengthen the
                                                                                                          Caja Madrid Group’s technology leadership and       Rollout of a voice-recognition identification
                                                                                                          positioning and our internal capacities in this     system to authenticate users and streamline
                                                                                                          area:                                               operations in the customer care centre.

                                                                                                            New “Virtual Classroom” training system to        ISO 20000 certification for the internal
                                                                                                            allow remote access to courses developed          operating procedures for the Group’s
                                                                                                            by various outside suppliers, as well as          technology platforms. These processes follow
                                                                                                            individualised monitoring of the training         the Information Technology Infrastructure
                                                                                                            actions carried out.                              Library (ITIL) standard for ensuring the
                                                                                                                                                              highest levels of operational availability and
                                                                                                            Creation of a usability laboratory equipped       effectiveness.
                                                                                                            with leading-edge technologies to improve
                                                                                                            the user experience by means of interfaces
                                                                                                            designed for internal Caja de Madrid users
                                                                                                            and our external customers.

Corporate Social Responsibility 2009                           04. Customers                                                                                                                                                                     50

          Contribution to social
          development and welfare

          to Obra Social community projects

          in funding for Fundación Caja Madrid

          Mor than    14
          beneficiaries and users
 Commitment 2009                                                                                                                                    Commitment 2010
                                                      Degree of progress:               Completed          In progress         Initiated

 Carry out projects to conserve Spain’s historical   More than €4 million in funding has been allocated to the restoration of historical heritage   New project to refurbish and design a Caja
 heritage sites.                                     sites at the national level.                                                                   Madrid concert and music appreciation

 Continue supporting postgraduate education          The levels of excellence in the postgraduate scholarships programme have been                  Maintenance of levels of excellence in the
 programmes.                                         maintained.                                                                                    postgraduate scholarships programme.

 Develop new studies through the Social Demand       Seven new studies have been developed.                                                         Develop new studies through the Social
 Observatory.                                                                                                                                       Demand Observatory.

                                                     Continued implementation in projects of the main improvement measures suggested from           New improvement actions as a result of
 New improvement actions as a result of feedback
                                                     study of the questionnaires completed by the beneficiaries of the key Obra Social projects.    feedback gathered from main Obra Social
 gathered from main Obra Social projects.

 Improve the social return of leading projects by    A greater return has been obtained on all projects according to the Social Return Model.       Improve the social return of leading projects
 applying the Social Return Model.                                                                                                                  by applying the Social Return Model.

                                                                                                                                                    Continue developing resource centres
 Develop resource centres for assisting the          Three new centres were created.                                                                for assisting the disabled and socially
 disabled and socially marginalised groups.
                                                                                                                                                    marginalised groups.

 Additional resourcing of projects to encourage      The programme is underway, with more than 60 different actions having been carried out in      Additional resourcing of projects to
 active and healthy ageing.                          different regions of the “Know How to Age — Preventing Dependence” project.                    encourage active and healthy ageing.

 Greater involvement of Caja Madrid branches in      This goal has been met, with overall satisfaction levels of more than 80% achieved in the      Greater involvement of Caja Madrid branches
 the management of social, environmental and         survey conducted of the branch network outside of Madrid.                                      in the management of social, environmental
 cultural subsidies.                                                                                                                                and cultural subsidies.

Corporate Social Responsibility 2009                  05. Society                                                                                                                                52
                                                                                                              Obra Social
 Principles                                                                                                   Programmes
 The activity of Obra Social and Fundación Caja        Legitimacy                                             Caja Madrid manages the following programmes through its community welfare organisation
 Madrid is framed at all times by the principles                                                              Obra Social:
 and policies approved by the General Assembly,        Obra Social should enjoy full recognition from                                                           SOCIAL WELFARE
 namely:                                               its users and beneficiaries, the people within         EDUCATION                                         ACTIONS                           CULTURE                        ENVIRONMENT
                                                       Caja Madrid and society at large for its activities,
                                                                                                              Training projects                                 Employment                        Cultural activities            Environment
 Unity                                                 based on qualities that single it out as innovative
                                                       and “different from the rest”.                         Schools and educational centres for               Promotion of self-sufficiency,    La Casa Encendida
 Obra Social is to be seen as the sum of all social                                                           children and young people                         prevention of dependence
 and cultural activities carried on with the support   Independence
                                                                                                              Language learning centres, reading                Social Integration                Art
 of Caja Madrid irrespective of who organises or                                                              rooms and sports facilities
 manages the initiatives.                              Obra Social conducts its activities with complete
                                                       independence, though it may from time to time                                                            Development Cooperation
 Equity                                                enter into partnerships with public or private
                                                       agencies as a means to leverage its social
 Resources are allocated on the basis of need,         investment and strengthen and assure its image         Obra Social Caja Madrid spent a total of 164.2 million euros in 2009 on a wide variety of socio-
 timeliness, appropriateness and urgency.              and mission.                                           cultural activities that reached some 14 million persons.
 Decisions on the activities to be programmed
 and the individuals, families, groups and             Economy                                                For a more detailed description of these activities and programmes, visit the
 institutions they target seek to achieve maximum                                                             Obra Social website.
 social return on the funding employed.                Obra Social activities are conducted with                                                     D
                                                       attention to their effectiveness, to ensure that                                            AN IES
                                                                                                                                               ON IVIT
 Relevance                                             the objectives charted are achieved; efficiency,                                      TI CT
                                                       so as to consume the fewest possible resources                                                       A

                                                                                                                                                 IN CA
                                                                                                                                              TRA DU
 Social and cultural activities should be attuned      in meeting our objectives; and synergy, making

 to the social agenda of the day, to the demands       full use of the resources and talents available                                                  28%                     4%
 and aspirations of our society, combining a           within Caja Madrid.

 forward-looking, innovative approach with
 permanent attention to our commitments and            Social effectiveness and timeliness


                                                                                                                                                                                                                    L WELFA
 obligations under projects in progress.                                                                                                                            2%
                                                       Evaluating the ripple effects of the activities                                                                                                  54%

 Transparency                                          pursued, their impact on the target groups and

                                                                                                                                                                                                              I ES
                                                       the added value they generate, in accordance

                                                                                                                                                        18% 18%

 Project selection criteria, control procedures and    with the social and cultural needs of the day,                                                                         2%

                                                                                                                                                 EN ITIES
 decision-making processes are given the widest        and periodically reviewing the evolution of those

                                                       needs to chart new priorities and objectives.

 possible publicity, while society and the media

                                                                                                                                                        AC D
 are kept constantly informed about Obra Social                                                                                                           N
 activities as a way to improve and strengthen its                                                                                                          LA           A
 image.                                                                                                                                                          CULT

Corporate Social Responsibility 2009                           05. Society                                                                                                                                                                 53
 In 2009 Obra Social Caja Madrid continued             Ponce de León Occupational Centre and                  Obra Social Caja Madrid has also collaborated       Lastly, Obra Social Caja Madrid has 41 “Spaces
 establishing different avenues of support for         Special Employment Centre of Obra Social               in providing infrastructure and programmes          for the Elderly” in the regions of Madrid,
 finding jobs for social groups traditionally faced    Caja Madrid.                                           that assist 212,598 persons with physically         Castilla la Mancha and Ceuta that provide
 with employability problems.                                                                                 disabilities.                                       a broad and varied programme of courses,
                                                         The employment centre is specialised in                                                                  workshops, conferences and extensive offering
 Empleo con Apoyo (ECA) Programme — Caja                 graphic arts and currently has a customer           Programmes to promote autonomy of the                of educational activities. During the year, more
 Madrid                                                  base of 112 companies. The occupational             elderly                                              than 4,905 activities were carried on for the
                                                         centre carries on manual activities, in                                                                  benefit of 69,646 persons.
   The ECA “Employment with Support”                     collaboration with two outside partners, as          “Know how to age. Preventing dependence” is
   programme promotes job placement for                  well as gardening.                                   a training programme that aims to allow the        Programmes dealing with dependence of
   persons with employability-related difficulties.                                                           elderly to remain active and socially integrated   disabled persons
   Participants are assigned a mentor to                                                                      as they age. During 2009 it was presented in
   temporarily accompany them on the new                                                                      18 different locations and benefitted a total       Specialised day centres exist to meet the needs
   job. During the year a total of 15 national
   federations, representing some 224 different
                                                       Promotion of                                           of 366 persons. This project has received           of persons who require assistance for carrying
   associations, participated in the programme,        self-sufficiency                                       two distinctions: the N&G Awards in our
                                                                                                              category for Excellence in Corporate Social
                                                                                                                                                                  out the basic tasks of daily life or specialised
                                                                                                                                                                  ongoing care. Along these lines, Obra Social
   giving work to 3,756 persons.
   After four years of existence, the ECA              and prevention of                                      Responsibility and the prize awarded by the
                                                                                                              Actualidad Económica financial magazine in
                                                                                                                                                                  has collaborated in building, outfitting and
                                                                                                                                                                  equipping 31 centres that provide care for
   programme has placed more than 497 persons
   with disabilities and problems of social            dependence                                             the education and research category.                1,394 persons.
   integration in jobs at a total of 2,000 Spanish
                                                       In 2009 Obra Social Caja Madrid collaborated in        The “Digital Literacy” training programme           On occasions, the severity of the disability
                                                       projects, infrastructure and support programmes.       helped bring the new technologies closer to         requires that the care provided by the day
                                                                                                              senior citizens. In 2009 some 500 persons           centre be supplemented with residential
 Calls for projects to create and promote
                                                       Programmes to promote self-sufficiency of the          received training under this programme.             accommodations to provide a comprehensive
 employment for persons with disabilities and
 groups suffering inequalities or at risk of social    disabled                                                                                                   solution. During 2009, Obra Social collaborated
 exclusion and their families.                                                                                The programme “Adapting Homes for the               in building and equipping 41 centres of these
                                                         With these programmes Obra Social                    Elderly” confronts the grave problems of            characteristics to assist 1,739 persons. When
   This programme has promoted occupational              has contributed to the construction of 56            habitability that affect many homes where           so counselled by the beneficiary’s personal
   training and the creation of jobs specifically        infrastructure units for workshops and activities    senior citizens live by carrying out the            situation or due to geographic dispersion, care
   adapted to persons with a different disabilities      serving 30,908 mentally handicapped persons,         alterations needed to make them accessible,         is provided at the person’s home.
   or in extremely marginal social situations. Some      including the construction of a centre for           safe and healthy. In 2009 a total of 110 homes
   69,400 persons benefitted from these actions in       persons with autism, used for casing and binding     were adapted, benefitting 521 persons.              Thanks to Obra Social Caja Madrid’s efforts,
   2009.                                                 activities.                                                                                              some 6,087 persons benefitted from this
                                                                                                              The “Calls for projects in support of elderly       programme in 2009.
   The projects carried out were designed with a         Three centres were built with a total of             care” provided valuable support across the
   training plan suited to the specific needs of the     40 permanent places, and capacity for                country in starting up educational projects in
   various target groups. More than 30 projects          complementary activities by another 685              healthy life habits, active ageing, promotion of
   involved creating, upgrading or equipping             persons, plus another 100 places for training of     health, etc., through 130 projects benefitting
   employment centres.                                   the mentally disabled.                               59,509 persons.

Corporate Social Responsibility 2009                          05. Society                                                                                                                                    54
 05                                                                                                                                                    Teamwork
                                                                                                                                      Francisco Fernández Gallardo
                                                                                                                                                    Branch 9230

 Programmes dealing with dependence of the              Special projects                                      Volunteer work
                                                          An interpreters service has been created for          The university volunteer programmes developed
   Obra Social Caja Madrid makes and keeps                hospital emergency rooms which in 2009 helped         during the year included the “Apúntate” (“Sign
   a real commitment to persons affected by               732 non-Spanish speakers persons receive              Up”) programme to help individuals with autistic
   Alzheimer’s Disease, their families and                emergency room medical care. The publication          disorders. More than 834 volunteers have
   associations, as seen in the support provided          Diario Médico gave this programme an award in         participated in the programme since it began,
   to 91 projects dealing with all aspects of the         the “Best ideas 2009” category.                       helping 710 persons.
   disease: therapeutic care and rehabilitation,
   in-home care, construction, acquisition,             Construction of targeted care centres                   The experience and untapped potential of the
   expansion and refurbishment of day and                                                                       elderly have been applied in projects such as
   night centres and residences, plus advocacy            In 2009 construction work began on two                “Elderly Cultural Volunteers to show Spain’s
   campaigns to raise awareness and educate               targeted care centres to meet the needs of            Museums and Cathedrals”.                              Honduras, Nicaragua, El Salvador and the
   about these problems.                                  disadvantaged social groups. The goal is                                                                    Dominican Republic. The projects focused
                                                          social integration of persons who have been         Solidarity on wheels                                    on promoting education, production and
                                                          marginalised, helping them recover the highest                                                              income-generating processes, primary
 Social                                                   possible level of functional independence and         A fleet of emergency care and social action           health and sanitation.

 integration                                              personal self-sufficiency as active members of
                                                                                                                vehicles have been prepared to respond to
                                                                                                                different social problems. In 2009 some 125          Emergency Aid Plan
                                                                                                                social-medical vehicles were deployed with
 In 2009 Obra Social Caja Madrid collaborated in the      An especially noteworthy project was the              upgraded specialised equipment to respond to          The Obra Social Caja Madrid Emergency
 following activities:                                    construction of a national centre for integration     critical situations.                                  Plan was developed with four partner
                                                          of recovering drug addicts, which will have 80                                                              organisations specialised in responding to
                                                                                                                                                                      emergency situations, Bomberos Unidos sin
 Call for projects supporting care for persons facing
 social inequalities or social exclusion and their
                                                          places in the Fuencarral — El Pardo district of
                                                          Madrid; along with a residence and specialised      Cooperation                                             Fronteras, Acción contra el Hambre, Médicos
 families                                                 treatment for the homeless, with 60 places,
                                                          to be located in the Tablas zone of the Valverde
                                                                                                              with developing                                         del Mundo and Intermon Oxfam. The Plan
                                                                                                                                                                      has supported actions in 46 countries on five
   This programme has spawned 337 projects
   benefitting 587,364 persons. These initiatives
                                                          district.                                           countries                                               continents.

   aim to serve people in the most vulnerable           Prevention of drug addiction                          In line with a good part of the Millennium
   situations, such as children and young people                                                              Development Goals, Obra Social Caja Madrid
   at risk of social exclusion, persons with social       Various projects have been undertaken to            has carried out the following projects:
   problems, individuals with different types of drug     warn future generations about the dangers of
   dependence, prison populations and ex-convicts,        drug abuse and help eradicate drug addiction.       Calls for cooperation projects with developing
   prostitutes, the homeless, HIV-AIDS sufferers          An important initiative along these lines was       countries Plan
   and victims of violence.                               the “Un Tapón al Botellón” project targeted at
                                                          students in the Madrid Region, and the work           The call provided support to 27 projects that
                                                          carried out with the National Drug Plan and the       have benefitted 79,144 persons in areas
                                                          Fundación de Ayuda contra la Drogadicción.            with high poverty rates such as Guatemala,

Corporate Social Responsibility 2009                           05. Society                                                                                                                                    55
 Obra Social Caja Madrid’s commitment              Schools and educational centres for children      for immigrants” and “Summer schools”.
 to supporting education is seen in the            and young people                                  In 2009 a total of 4,219 students benefitted
 instructional activities carried out at 12                                                          from these classes.
 education centres that provide certified            Support for the educational opportunities
 educational programmes and meet demands             of the youngest members of our society is       The programming offered at the 39 reading
 not covered by government bodies in the             channelled through six Obra Social Caja         rooms that make up the Obra Social Caja
 following areas: childhood, disability, social      Madrid schools where 2,843 students             Madrid network of libraries combine
 marginalisation and diversity, education in         receive standard curricular, vocational and     educational and reading stimulus initiatives
 values and vocational training to promote job       special education. These centres promote        with debates and other participatory
 placement. Further instructional activities are     comprehensive job training and education in     activities. In addition to the library
 carried on in 11 language learning centres and      values for young adults, as well as helping     members, some 39,840 school pupils and
 in 39 reading rooms.                                them in their transition to world of work.      other users from different associations              Juan Ignacio Rodríguez Solano
                                                     Personalised attention and support is also      have participated.                                   Branch 9747
 Training projects: Grants, debate programmes,       provided to students with difficulties and
 online programmes                                   their families.                                 The Ruiz de Velasco Pavilion in Alcalá
                                                                                                     de Henares received 114 young disabled               by current artists; and the “2008 Poster
   “Eurobecas Caja Madrid 2009” for students         The five schools located in Madrid serve        athletes who participated in basketball              Prize”, with 600 entries, was organised around
   and graduates of occupational training            1,077 students, with primary focus on           games, wheelchair basketball, indoor                 the theme of energy-saving alternatives.
   programmes throughout Spain. The 2009             diversity and the search for excellence         football, football 7…., as part of the pre-
   call offered 220 grants in three categories:      in education. In 2009, the Adela Abrines        sports programme to allow the disabled to          Performing arts
   Eurobecas Caja Madrid, Erasmus Caja               Centre received a special mention from          begin practicing sports world in their early
   Madrid and Eurobecas Germany Caja                 the municipal government of Madrid for its      childhood. During 2009 the facility was used         The performing arts programme had an
   Madrid.                                           innovative efforts to improve the acoustics     by 969 persons.                                      educational component this year “Live the
                                                     of the school.                                                                                       Theatre, the stage is yours”, which offers
   “Aulaforo Caja Madrid” and “Model
   European Parliament” programmes to                The Ponce de León centre offers a standard    Culture                                                instruction, stimulus and support for
                                                                                                                                                          schoolchildren to enter the world of theatre.
   promote dialogue amongst youngsters in            education curriculum with preferential
   the classroom and in debating forums at the       integration advantages for the deaf, as         During 2009 a total of 4,351 cultural activities   Music
   national and international level, with some       well as a special education programme for       were funded in proprietary and co-managed
   45,879 students participating in the 2008-        deaf students. A total of 572 students were     spaces, with the participation of 1,491,507          As in previous years, 2009 festivals such as
   2009 edition.                                     enrolled for the 2009/2010 academic year.       beneficiaries.                                       “Festival Flamenco”, “Festival Gospel & Negro
                                                                                                                                                          Spiritual” and “Festival Vía Magna” were
   The “Aula en Línea” online educational          Language learning centres, reading rooms        Visual arts: Art, photography and cinema               highlights of the Madrid cultural agenda.
   project was started up in the pilot phase.      and sports facilities
   It targets social groups that have limited                                                        “Generations. Caja Madrid Art Awards and             A keynote project was “Acordes Caja Madrid
   access to the new communications                  Obra Social Caja Madrid has 11 language         Grants” recognise and promote the work               2009”, a scheme for furthering the education
   technologies, with initial focus on               schools in which it currently carries on        of young creators; the “Inéditos 2009”               and development of music students through
   hospitalised children.                            three types of teaching programmes:             programme provides support for exhibitions           exchanges between Spanish conservatories
                                                     “English as a foreign language”, “Spanish                                                            and music schools.

Corporate Social Responsibility 2009                      05. Society                                                                                                                               56
                                                                                                                                                    Social web
 Literature and thought                                                                                                                             During the year Obra Social Caja Madrid
                                                                                                                                                    worked to strengthen the social component
   The seventh edition of the “Narrative             Some of the more notable exhibitions              “Alexander Rodtchenko. El juego de la        of the Internet, providing public service
   and Essays Prizes” was held and a new             included: “New York Portraits. Photographs        mujer”.                                      contents and promoting and communicating
   competition for young writers was created,        from the MOMA”, an overview of the history                                                     initiatives aimed at integration of the
   the “National Radio Network Young Poetry          of photography with works from more               “Women, blazing trails” on tour from the     socially disadvantaged groups, protecting
   Prize”, along with the online competition         than 90 creators; the retrospective on the        Espai Cultural of Barcelona.                 the environment and youth job placement,
   “La Voz+Joven”.                                   works of Antonin Artaud, one of the most                                                       amongst other concerns.
                                                     singular thinkers of the 20th century and         “Touching words”, which opened a
 Solidarity                                          “Edward Gordon Craig. Space as spectacle”,        window on the problems faced by the           Obra Social has set up a network of thematic
                                                     which combined text and space in a unique         visually impaired, amongst others.            blogs that have received 814,780 visits and
   Cultural programmes specifically designed         exhibition.                                                                                     elicited 1,526 comments.
   for the elderly, the disabled and groups                                                          New artistic idioms were promoted in
   suffering from social exclusion, highlighted    Espai Cultural of Barcelona                       2009 with the new “Ópera Prima” video art       In addition, Caja Madrid seeks to boost
   by “Raise the curtain, lower the obstacles”                                                       programme, showcasing the work of nine          the media visibility of the work done by
   and “Cinema, coffee and roundtable                The varied exhibitions hosted by this           creators from different artistic disciplines    volunteers and members of the NGOs
   discussion”.                                      cultural centre included “Life Extra. Why       (music, painting, video, photography, etc.)     supported by Obra Social with the creation of
                                                     can’t we live without vide games?”, a           for a contemporary view of classic opera        the NGO Blogs Contest,
 La Casa Encendida                                   provocative reflection on the influence of      through audiovisuals.                 , in which dozens
                                                     these games on 21st century society; the                                                        of organisations have set up their blogs
   The La Casa Encendida (LCE) centre, located       “Malaria” historical overview of the fight                                                      to inform society on their work, goals and
   in Madrid, is an open dynamic venue with          against this disease; “Women, blazing                                                           accomplishments.
   room for everything from the most avant-          trails” exhibited 100 photographs by various
   garde artistic expressions to courses and         photographers with reflections on the role                                                      Pursuant to its goal of bringing solidarity,
   workshops on the environment and social           of women in contemporary society.                                                               cultural and educational initiatives to
   solidarity issues. In 2009 the LCE hosted                                                                                                         the new online social networks and the
   2,517 activities which drew the participation     To optimise the centre’s functionality, major                                                   thousands of people who use them all over
   of 692,820 persons. The children’s and            alterations were undertaken in 2009 to build                                                    the world, Obra Social Caja Madrid created
   youngsters programming continued with the         and equip two classrooms, a children’s                                                          pages on Facebook
   successful initiatives of previous years. The     library and an audiovisual projections hall.                                                    (
   diverse resources offered are the backbone                                                                                                        and Twitter ( that
   for educational programmes organised in a       “Espacio para el Arte” in Zaragoza                                                                it uses to foster the exchange of ideas and
   variety of courses, workshops and seminars                                                                                                        experiences amongst young artists, as well
   on all areas addressed by the centre.             The shows programmed in 2009 focused on                                                         as the relations and interaction of La Casa
                                                     two central themes: contemporary artistic                                                       Encendida with its users and visitors.
                                                     creation and social environment. They
                                                     included three photography exhibitions:

Corporate Social Responsibility 2009                      05. Society                                                                                                                         57
 Fundación                                                                                                                                                                   Heritage
 Programmes                                                                                                                                                                  conservation
 Fundación Caja Madrid’s activities radiate out to large areas of Spanish society and cultural life:                                                                         Fundación Caja Madrid has devoted over
                                                                                                                                                                             163 million euros to this programme since
                                                                                                                                                                             its start-up in 1991. No other private non-
  CONSERVATION OF SPAIN’S                     MUSIC PROMOTION AND                     SPONSORSHIP, CULTURAL PROMOTION                 SCHOLARSHIPS, RESEARCH AND             profit institution has put more resources into
  HISTORICAL HERITAGE                         DISSEMINATION IN SPAIN                  AND EXHIBITIONS                                 UNIVERSITIES                           preserving Spain’s historical heritage.

 Collaboration with official institutions     Concerts                                Publishing activities                           Support for postgraduate instruction   Aside from its longstanding collaboration
 in the Madrid Region                                                                                                                                                        with the Madrid City Council and Regional
                                                                                                                                                                             Government, in 2009 the Programme for the
 Restoration works outside Madrid             Education                               Exhibitions                                     Research support
                                                                                                                                                                             Conservation of Spain’s Historical Heritage
 Smaller-scale restoration works              Musicological research and recordings   Sponsorship of cultural institutions            Support to university programmes       oversaw projects and works in eight other
                                                                                                                                                                             regions (Andalusia, Asturias, Castilla-León,
                                                                                                                                                                             Castilla-La Mancha, Catalonia, Valencia, La
                                                                                                                                                                             Rioja and Navarre).
                                                                                Scholarships, research
   Conservation of                                                                    and universities                 Total spending by Fundación Caja Madrid’s             The conservation programme has been
   Spain´s historical                                                                                                  in its programmes of activities reached 45.9          steadily expanded to include heritage research
   heritage                                                                                                            million euros in 2009, distributed in the             and appreciation activities that form a natural
                                                                                                                       following areas:                                      complement to the restoration works. When
                                                                                                                                                                             the works are completed, for example, the
                                                                                                                       For a more detailed description of each área,         Fundación Caja Madrid adds a new publication
                                            19%                           33%                                          visit the Foundation website.                         to its “Restored Monuments” series, to provide
                                                                                                                                                                             a technical account of the work undertaken
                                                                                                                                                                             and attract visitor interest, and produces
                                                                                                                                                                             video documentaries and organises on-site
                                                                                                                                                                             exhibitions and concerts.

                                                                                                                                                                             Some of the more notable initiatives carried
                                                                                                                                                                             out in 2009 included: start of the restoration
                                                                                                                                                                             work on the facade of the cathedral in
                                                                          17%                                                                                                Pamplona and temporary removal of the bells
                                                                                                                                                                             in order for them to be repaired and restored
                                                  31%                                                                                                                        in Valencia and Germany. The concert and
                                                                                        Music                                                                                exhibition organised in connection with this
                                                                                                                                                                             project drew thousands of people.
                             Sponsorship, cultural
                                  promotion and

Corporate Social Responsibility 2009                                  05. Society                                                                                                                                       58
 05                                                                                                                     Cathedral stained glass windows
                                                                                                                        Lorenzo Francisco Gual Vicens
                                                                                                                        Branch 9039

                                                     Music programme
 Another landmark achievement was the                Fundación Caja Madrid’s music programme is         Education:
 restoration of the Church of San Pablo in           the largest carried out by any private non-
 Valladolid, which was approached as a multi-        profit organisation in Spain.                       An ambitious pedagogical project for school
 faceted cultural project, with a public relations                                                       children and young people in the Madrid
 campaign, on-site appreciation centre and           The programme takes in three main                   Region (21 concerts attracting more than
 guided visits that attracted over 45,000 people     interrelated categories: concerts, education        18,000 youngsters).
 to see firsthand the scientific and technical       and research, and musicology research,
 value of the project.                               publications and recordings                         Fundación Caja Madrid, together with
                                                                                                         Fundación Albéniz, the Ministry of Culture,
 These ambitious initiatives were                    Concerts                                            the Madrid Regional Government and the
 complemented in 2009 by Fundación Caja                                                                  Madrid City Council continue supporting
 Madrid’s continued activities to study popular        The aim here is to break down the                 the instructional activities of the Madrid
 perception of historical and artistic heritage        psychological resistance of certain sections      International Chamber Music Institute, a
 and its preservation, and analyse the related         of society to classical music, so it can be       major step forward in specialised post-          Musicology publications and recordings:
 costs and investments as indicators of the            better understood and enjoyed by all. The         graduate musical training.
 general social utility of such heritage sites.        2009 programme took in the Chamber                                                                   In 2009, as part of the Los Siglos de Oro
                                                       Music Season, the Music and Heritage              Sponsorship of the University of Alcalá            continuing collection Fundación Caja Madrid
                                                       Season, the Lied Cycle and the Spanish            specialisation and musical pedagogy                published the book Los emblemas musicales
                                                       music cycle “Los Siglos de Oro”. Four             courses for postgraduates and teachers.            de Juan del Vado and the book describing
                                                       editions were also developed of the cycle                                                            the restoration of the Epístola and the
                                                       of Sacred Music in Spanish Cathedrals, the       Research:                                           Evangelio organs in the Cuenca Cathedral.
                                                       Caja Madrid Symphonic Music Cycle, and
                                                       the Foundation continued to be responsible        Recovery of key works from Spain’s musical         The recordings published by Fundación
                                                       for the artistic direction of the 48th edition    heritage.                                          Caja Madrid in 2009 included, as part of the
                                                       of the Religious Music Week in Cuenca.                                                               Zarzuela collection in the ‘LOS SIGLOS DE
                                                       These were accompanied by a new edition           During 2009, as part of the project                ORO’ series, the Madrid works of composer
                                                       of the “Music of Our Time” contemporary           to catalogue the musical manuscript                Tomás Luis de Victoria [two new records
                                                       music series in partnership with the Madrid       collection of the heritage organisation            in the collection: Misas y Magníficat del
                                                       Regional Government and the Spanish               Patrimonio Nacional, Fundación Caja                Manuscrito Toledano (E-Tc 30) (dick no.
                                                       Ministry of Culture, along with new events        Madrid arranged to publish the research            3) and Missa de Beata Virgine (versión
                                                       in the Great Voices Series in the Madrid          carried out by Albert Recasens on the              toledana) y Motetes para la Virgen (disk
                                                       landmark Teatro Real concert hall.                Libro de Chirimías (deposited en Zamora            no. 4)]. In the “New generation of Spanish
                                                                                                         Cathedral) by Antonio Rodríguez de                 composers” collection, spawned by an
                                                                                                         Hita; and currently in the publication             agreement between Fundación Caja Madrid
                                                                                                         process, due to the archive’s complexity,          and the Kairos record house, in collaboration
                                                                                                         is the project commissioned in 2003 to             with the MUSICADHOY series, CDs were
                                                                                                         musicologist Antoni Pizá of the entire set of      released with the music of composers
                                                                                                         Cantatas by Antonio Literes that is located        Alberto Posadas, Manuel Hidalgo, Francisco
                                                                                                         in the Cathedral of Guatemala.                     López and Jesús Torres.

Corporate Social Responsibility 2009                        05. Society                                                                                                                             59
 Sponsorship and
 Through this programme Fundación Caja             At the same time, Fundación Caja Madrid has           One-off payment of €1,000 euros for              Collaboration with Fundación Severo Ochoa
 Madrid carries on diverse cultural activities,    maintained the teaching program linked to its         settling-in expenses.                            for the hiring of Spanish and international
 directly or in partnership with other             exhibitions, offering workshops for children of                                                        researchers with significant post-doctorate
 institutions.                                     employees and the general public between the          Round-trip air fare.                             experience in the National Molecular Biology
                                                   ages of four and sixteen, with 2,165 children                                                          Centre of the same name.
 The Foundation’s main publishing project is its   participating. The Foundation also continued to       Insurance covering accidents and overseas
 monthly book review Revista de Libros, which      offer guided visits, which attracted nearly 8,202     assistance.                                      Fundación Caja Madrid maintained its
 in 2009 reached issue number 156.                 people, including 688 Caja Madrid employees.                                                           status as sole sponsor (since 2007) of the
                                                                                                       The ceremony at which students were given          archaeological excavation and restoration
 As part of its institutional collaboration with
 Madrid government bodies, Fundación Caja          Scholarships,                                       their scholarship credentials was presided by
                                                                                                       His and Her Royal Highnesses the Prince and
                                                                                                                                                          works at the tomb of Djehuty in Luxor
                                                                                                                                                          (Egypt), in collaboration with the Spanish
 Madrid continued supporting exhibitions and
 theatre, music and publishing programmes.         research and                                        Princess of Asturias.                              Council for Scientific Research (CSIC).

 The Foundation agreed to act as sponsor for
 the City of Madrid’s pavilion at the Shanghai
                                                   universities                                        Joint scholarships                               Universities

 2010 Universal Exposition.                        Foundation scholarships Postgraduate                  These are scholarships schemes run in            Collaboration with public universities in the
                                                   scholarships to study at universities or              collaboration with eminent institutions like     Madrid Region.
 In its exhibitions programme, during 2009         research institutions of the awardee’s choice in      the Fundación Josep Carreras, Fundación
 Fundación Caja Madrid continued to organise       the United States, Canada or Europe (outside          Colegios del Mundo Unido, the Centro             Erasmus – Fundación Caja Madrid
 exhibitions jointly with Fundación Colección      Spain).                                               de Estudios Monetarios y Financieros             scholarships: with a total budget of €2.2
 Thyssen-Bornemisza. The exhibition “¡1914!.                                                             Internacionales (CEMFI), the Endowed Chair       million divided into packages of 400 euros/
 The Avant-Garde and the Great War” ended at       The 2009 scholarship programme featured:              in Bioethics at the Universidad de Comillas,     month (5,500 monthly payments), this
 the beginning of 2009, with a total of 151,063                                                          the Fundación Ortega y Gasset and the Casa       scheme, now into its fifth year, benefitted 651
 visitors attending the two sites, including         125 new scholarships offered.                       Sefarad-Israel.                                  students from Madrid’s six public universities.
 80,494 at the Fundación Caja Madrid.                                                                                                                     Stays at the European universities chosen by
                                                     77 scholarships renewed for a second year         Research                                           students averaged around eight months.
 The spring season started with the exhibition       of study.
 “Shadows”, a show about the representation                                                              Collaboration with the National Cancer
 of the shadow in art from the Renaissance to        Subject areas: social and legal area,               Research Centre (CNIO), running since 1998,
 the present day. This show was also a success,      biomedical studies, polytechnic area, natural       for the conduct of cancer research projects.
 recording a total of 196,482 visitors, some         sciences, physics and mathematics, and              The programme was renewed at the end of
 95,702 of them at the Fundación Caja Madrid         music.                                              2008 and will implement a Programme of
 gallery.                                                                                                Research Excellence in Clinical Oncology.
                                                     Full coverage of tuition costs.
 At present, the Sala de las Alhajas gallery                                                             Cataloguing of one of the main collections
 and the Thyssen-Bornemisza Museum are               Minimum monthly stipend of €1,200 and               in the Simancas General Archive: the
 featuring the show “Tears of Eros”, which will      maximum of €1,500, depending on the host            “Registro General del Sello de Castilla”, in
 close in January 2010. To date the exhibition       country.                                            partnership with the Ministry of Culture and
 has been visited by more than 150,000 persons.                                                          the University of Valladolid.

Corporate Social Responsibility 2009                      05. Society                                                                                                                                60

              Advanced environmental

              of paper consumed recycled

              tonnes of CO2
              emissions avoided

              in renewable energy project finance
 Commitment 2009                                 Degree of progress:                 Completed           In progress           Initiated         Commitment 2010

 Continue supporting renewable energy projects                                                                                                   Continue promoting clean energies by
 in Spain and internationally.                   In 2009 support for renewable energy grew considerably with the signing of 9 new                financing renewable energy projects and
                                                 operations.                                                                                     operations.

 Develop and implement the Environmental                                                                                                         Develop and implement the Environmental
 Management System in the new Caja Madrid        In continuance of the environmental diagnosis performed in 2008, during 2009 the                Management System in the new Caja Madrid
 headquarters.                                   documentation for the building’s environmental management system was developed.                 headquarters.

                                                                                                                                                 Continue spreading environmental
                                                                                                                                                 management actions inside the Group.
                                                 Acquisition of electricity for the headquarters from renewable energy sources (green energy).

 Continue spreading environmental                In addition, during 2009, the supply of power from renewable energy sources was extended to     Continue strengthening environmental
 management actions inside the Group.            other sites (709 points), accounting for 44% of the total electricity consumed.                 management training for Group employees.

                                                 Inclusion of environmental criteria in purchasing decisions for IT equipment (PCs, ATMs and

                                                 Distribution of 102,000 biodegradable bags in branch advertising materials.

 Continue strengthening environmental training   During 2009, a new platform was rolled out for the virtual classroom with major
 for Group employees through e-learning          enhancements in features to achieve greater personalisation in training programmes.
 courses.                                        Over the coming months, the various training actions will be made available to Caja
                                                 Madrid professionals, including the environmental management training activities for
                                                 all employees.

Corporate Social Responsibility 2009              06. Environment                                                                                                                          62
 Environmental                                                                                           Environmental
 compact                                                                                                 management
 Caja Madrid integrates environmental concerns          clients must comply with environmental           In a financial institution, environmental                        Extension of good environmental practices
 into its everyday business with actions on two         standards and strive to identify possible        management cuts across different spheres                         throughout the supply chain.
 fronts: minimising the environmental impact            environmental risks and, second, in financing    of the organisation’s activity. Building
 of its work sites and factoring environmental          of projects that promote the use of renewable    maintenance and refurbishment, purchasing                        Development of environmental training and
 considerations into our lending and investment         energies. In parallel, emphasis is placed        and procurement are all areas where the                          awareness programmes for employees.
 decisions.                                             on developing products and services that         principles of Caja Madrid’s environmental
                                                        contribute to conserving the environment.        policy have a major role to play.                                Active communication with stakeholders to
   Environmental management in the workplace.                                                                                                                             keep them informed on our environmental
   Caja Madrid integrates environmental               Environmental policy                                                                                                accomplishments, challenges and priorities.
                                                                                                         Our actions in this area are structured around
   concerns into its everyday business with                                                              four pillars which allow us to monitor and
   actions on two fronts: minimising the              This engagement with environmental protection                                                                     These lines of action are coordinated by a
                                                                                                         improve operating procedures, while at the
   environmental impact of its work sites and         is encapsulated in the Group’s environmental                                                                      functional group inside the Environmental
                                                                                                         same encouraging our employees and outside
   factoring environmental considerations into        policy. The policy was approved by the top                                                                        Management Department that oversees the
                                                                                                         suppliers to embrace these commitments as
   our lending and investment decisions.              management and frames our organisation’s                                                                          organisation’s progress towards achieving
                                                                                                         their own:
                                                      efforts for continuous improvement in the                                                                         its environmental goals. The effectiveness
   Training and awareness programmes.                 environmental sphere. It is structured around        Implementation of environmental                              of these efforts, and their integration into
   For employees, so that our environmental           the following principles:                            performance procedures in accordance with                    the overall Group strategy, is continuously
   policy and concerns are make known to and                                                               the standards established by regulation ISO                  reviewed by senior management as the basis
   embraced by the entire organisation.                 Environmental criteria embedded in all             14001:2004 on managing waste, controlling                    for mapping out new guidelines.
                                                        projects, and an internal management model         air emissions and reducing consumption
   Finance. Caja Madrid uses the environmental          focused on minimising the impact of our            of natural resources (water, energy, paper,
   impact of business projects as an input to           operations and facilities.                         etc).
                                                                                                                                                      Implementation of environmental
   its lending and investment decisions. This is                                                                                                         performance procedures

   reflected, first of all, in the strict condition     Ongoing improvement in the prevention of
   that corporate clients must comply with              pollution, deploying all resources needed for
   environmental standards and strive to identify       this purpose.                                                                                                      ENV
                                                                                                                                                               Y                   ON
   possible environmental risks and, second, in


                                                        Compliance with applicable laws and

   financing of projects that promote the use of

   renewable energies. In parallel, emphasis is         regulations and with the principles set out in
                                                                                                                           Extension of good
   placed on developing products and services           the agreements to which Caja Madrid is party.                   enviranmental practices
                                                                                                                                                                                                   Comunication with
                                                                                                                      throughout the supply chain
   that contribute to conserving the environment.
                                                        Positive proactive influence on the behaviour


   Protecting our natural heritage. Caja Madrid         of our stakeholders and supply chain.


                                                                                                                                                             UO                      OV

                                                                                                                                                                U                R
   uses the environmental impact of business                                                                                                                        S        IMP
   projects as an input to its lending and              Collaboration in projects and initiatives to
   investment decisions. This is reflected, first       conserve and improve the environment.
   of all, in the strict condition that corporate                                                                                                   Environmental training and awareness

Corporate Social Responsibility 2009                         06. Environment                                                                                                                                           63
 Environmental                                                                                     Optimising the
 management                                                                                        use of natural
 system                                                                                            resources
 The key environmental aspects of Caja            Caja Madrid Tower                                A number of initiatives carried out in 2009
 Madrid’s activity are systematically monitored                                                    built on earlier plans to enhance efficiency in
 using the methodology established in the         The purchase of the new Caja Madrid              the use of natural resources.
 organisation’s environmental management          headquarters represents a milestone in the
 procedures. This approach is based on a          Group’s commitment to sustainability and the     Electricity consumption
 clear assignment of responsibilities for         environment.
 environmental matters up to highest level,                                                          All of the light replacements done in Caja
 identification of the key environmental                                                             Madrid buildings have been with more
                                                  The new offices were designed with energy
 management indicators and definition of new                                                         efficient fluorescent tubes that consume an
                                                  efficiency as a priority and feature a
 goals to spur continuous improvement.                                                               estimated 30.6% less electricity than the         Water pearls.
                                                  number of improvements to reduce their
                                                                                                     ones used in the past.                            Jerónimo García Bejar Ruiz
                                                  environmental footprint, primarily focused on:                                                       Branch 3309
 The Group’s headquarters and Obra Social’s
 landmark building, La Casa Encendida,                                                               The lighting system for the Las Rozas
                                                    Energy efficiency in cooling, heating,           building parking facility was overhauled.
 have since 2006 and 2007, respectively, fully
                                                    lighting and lifts                               The new installation now uses more
 implemented environmental management
 systems certified to the ISO 14001:2004                                                             efficient fluorescent tubes, activated by
                                                    Efficient water management                       motion and presence detectors and with the      Renewable energies and cogeneration
                                                                                                     intensity of the illumination automatically
                                                    Minimising noise                                 regulated to take into account the amount        Caja Madrid acquired 13,510,781 kWh of
 In 2009, the certification of the Group
                                                                                                     of natural light.                                electricity from renewable energy sources
 headquarters’ environmental management
                                                  The environmental diagnosis conducted                                                               (green energy).
 system was renewed.
                                                  in 2008 was followed up in 2009 with work          LED technology is being incorporated into
                                                  on developing the documentation for the            the lighting systems for different areas of      La Casa Encendida has a photovoltaic
                                                  building’s environmental management                the headquarters and of La Casa Encendida.       system that generates part of the electricity
                                                  system.                                                                                             consumed in the building. This installation
                                                                                                     The climate control system in the Las            prevented the atmospheric release of
                                                                                                     Rozas building was replaced to optimise its      approximately 4.6 tonnes of CO2 in 2009.
                                                                                                     functioning and save energy.
                                                                                                                                                      The co-generation system at the Las Rozas
                                                                                                     Energy efficiency has been made a prime          building uses residual calories from the
                                                                                                     consideration when purchasing the                power production process to fuel the heating
                                                                                                     Uninterruptible Power Supply (UPS) and           system.
                                                                                                     climate control equipment to be installed in
                                                                                                     Caja Madrid buildings.                          Water consumption

                                                                                                                                                      The dismantling of two cooling towers in the
                                                                                                                                                      offices has saved around 480 m3 a year in
                                                                                                                                                      water consumption.

Corporate Social Responsibility 2009                     06. Environment                                                                                                                       64
 Sustainable materials                            ensuring that the timber content comes            Caja Madrid contributes to the fight against         Has implemented a system for collecting used
                                                  from sustainably and responsibly managed          climate change by buying green energy and            printer toner cartridges. After being used, the
   Inclusion of environmental criteria such as    woodland.                                         through wildlife preservation initiatives,           toner cartridges are delivered to a specialised
   energy consumption and ecological labelling                                                      offsetting its CO2 emissions with reforestation      company for reuse.
   in IT equipment procurement decisions (PC,     In 2009, La Casa Encendida began carrying         projects in different parts of Spain. In 2009:
   ATMs and recyclers).                           out a phased replacement of stationery with                                                            Emphasis is placed on finding alternatives that
                                                  recycled materials.                                 Acquisition of electricity from renewable          place a priority on reuse and/or recycling of
   In 2009 the branch advertising materials                                                           energy sources (green energy) averted some         electrical and electronic equipments, over their
   began using biodegradable bags. Made           Caja Madrid continued pressing its efforts          5,147.6 tonnes of CO2 emissions.                   replacement with new units.
   of bioplastic material from maize and          to have suppliers use more environment-
   other cereals, some 102,000 bags were          friendly materials in the activities they carry     The planting of 81,626 trees, as part of the     For the second straight year, La Casa Encendida
   distributed.                                   on in our premises.                                 Obra Social-led “Two Million Trees” project,     continued spearheading a key initiative to take
                                                                                                      has permitted the fixing of 816 tonnes of CO2.   materials used in advertising props (banners
   Some 99.9% of the paper consumed is           Fuel consumption                                                                                      and frames) for exhibitions at the building and
   recycled stock bearing ecological labels                                                         Also, in order to reduce and eliminate ozone-      transform them into more than 1,700 travel bags,
   (“Blue Angel” and “Nordic Ecolabel”).          The communication system installed in             depleting emissions of HCFC refrigerants,          overnight bags, tablecloths, aprons, hassocks and
                                                  some Central Services has document                during 2009 a total of 281 climate control units   other items.
   White DIN A4 accounts for a mere 0.1%          sharing and conference call support               that use HCFCs were replaced, at an estimated
   of total paper consumption and has been        features that cut down on travel                  cost of 3,182,283 euros.                           Recycling
   acquired from ecologically sound sources.      requirements.
   Caja Madrid uses only ECF (elemental                                                                                                                As in previous years, significant resources have
   chlorine free) white paper with the Forest
   Stewardship Council (FSC) certificate
                                                  For some worksites located in suburban
                                                  or rural areas, collective transport
                                                                                                    Waste                                              been devoted to separating and recycling waste
                                                  arrangements are made available to
                                                  employees so they do not need to use their
                                                                                                    management                                           The main buildings have trash receptacles and/
                                                  own cars.                                         The Caja Madrid waste management strategy            or bins with separate compartments for non-
                                                                                                    pivots on two core principles: first, reducing       confidential paper, packaging and batteries.
                                                  The storage of office and advertising             the amount of waste generated and, second,
                                                  materials has been brought under a single         improving our use and recovery of the resources      Caja Madrid sites have a system for collecting,
                                                  logistics system, instead of using two            such waste contains.                                 destroying and recycling paper and computer
                                                  independent channels as before. This helps                                                             storage media that contain confidential
                                                  minimise fuel consumption and reduces             Prevention                                           information.
                                                  air emissions of transport-associated
                                                  pollutants (CO2, NOx and SO2).                    Reuse avoids the generation of waste and             The treatment of hazardous waste produced
                                                                                                    reduces consumption of raw materials.                by general building maintenance operations
                                                                                                    Consequently, Caja Madrid:                           (contaminated containers, used oils, etc.) is
                                                                                                                                                         entrusted to licensed waster managers, with
                                                  Smoke or clouds                                                                                        a priority on reusing or recycling them over
                                                  Francisco Javier Mirón Díaz                                                                            taking them to controlled dumps.
                                                  Branch 1083

Corporate Social Responsibility 2009                    06. Environment                                                                                                                             65
 06                                                                                                                                  Salt lake

 Training and                                                                                                                        José Arrizabalaga Rodríguez
                                                                                                                                     7232 - Madrid Leasing -


 Good environmental management practices can
 only be achieved by engaging all people working       As part of these efforts to raise awareness and
                                                                                                              Environment and
 in an organisation, which is why Caja Madrid gives
 priority to environmental training and awareness
                                                       imbue employees with the Group’s environmental
                                                       culture, the organisation’s internal communication
 activities.                                           channels were also used to continue conveying:         The environmental impact of a business is
                                                                                                              one of the factors Caja Madrid considers when
 Along these lines, during 2009 a total of 211 hours     Information on world environment days.               deciding to provide our financial support. This
 of environmental training were given to Group                                                                means that corporate clients must comply with
 personnel, including 85 hours for Caja Madrid staff     Good environmental practices, fostering              environmental regulations and strive to identify
 and 126 hours for employees of Casa Encendida.          greater respect for the environment                  possible environmental risks. And financing is
                                                         amongst employees and their families.                channelled to projects that promote the use of
 Staff can also use the corporate intranet to access                                                          renewable energies.
 past training sessions dedicated to transmitting        Ongoing actions to raise awareness on
 the Caja Madrid Group’s environmental charter,          these issues, and encourage and promote              In addition, emphasis is placed on developing
 encouraging responsible consumption of resources        responsible energy and water consumption
 and promoting efforts to minimise and separate          practices and proper waste management
                                                                                                              products and services that contribute to
                                                                                                              conserving the environment.                          Products and
 waste materials properly. During the year the
 virtual classroom recorded 12,181 page visits.
                                                         habits at work and at home.
                                                       Similar efforts were also addressed in 2009 to         Risk                                                 Aware of the importance of financial support
                                                       personnel of suppliers who provide their services on
                                                       Caja Madrid premises, giving them written materials    management                                           for green energy, for several years now Caja
                                                       and training sessions on basic environmental                                                                Madrid has maintained various agreements
                                                       management issues and good environmental               The general credit risk policy includes formal       with development institutes and mutual
                                                       practices.                                             environmental requirements in analysing              guarantee companies (SGRs) to provide
                                                                                                              proposed transactions.                               financing on highly advantageous terms for
                                                                                                                                                                   clean energy projects. We have also developed
                                                                                                              No project finance package may go through            a product, the “renewable energies agreement”
                                                                                                              without first being cleared by an outside            to cover the financial needs of these clients.
                                                                                                              consultant regarding compliance with the
                                                                                                              Caja Madrid Group environmental policies             The agreements with Avalmadrid, Iberaval and
                                                                                                              and having attained the requisite licences and       other SGRs have allowed products related to
                                                                                                              permits for building and operating the project.      sustainable energy production to be included
                                                                                                                                                                   in the portfolio. And arrangements are in
                                                                                                              In addition to these initial pre-financing           place with a number of regional governments
                                                                                                              requirements, subsequent compliance with             to support programmes for improving energy
                                                                                                              environmental standards and regulations is           consumption practices in community property
                                                                                                              reviewed throughout the life of the projects, as     owner associations and other residential
                                                       Recycling                                              stipulated in the relevant financing agreements.     facilities.
                                                       Pilar Navarro Cuesta
                                                       0477-Real Estate and Construction

Corporate Social Responsibility 2009                            06. Environment                                                                                                                             66
    Project finance                                                                                              projects in
    In the energy and environment area, in 2009                of Cádiz; and financing of the Manchasol 2        Obra Social                                      regions of Extremadura (Allia) and Valencia
    Caja Madrid maintained and lived up to our                 thermoelectric solar plant (29.8 million euros)                                                    (Xeresa and Xeraco), planting 271,322
                                                               built by the ACS Group in Alcazar de San Juan     To educate, raise awareness and act are
    commitment to the removable energies sector.                                                                                                                  trees in all. The followup monitoring of
                                                               (Ciudad Real).                                    the three priorities of the Environment
                                                                                                                                                                  the plantations indicates a survival rate of
                                                                                                                 programme pursued by Obra Social Caja
    This support took the form of analysis,                                                                                                                       86.57%.
                                                               In the wind power area, key project finance       Madrid, which for more than 15 years has
    arrangement and financing of wind,
                                                               initiatives were Acciona Eólica Levante (26.8     worked on three different fronts: educational
    thermoelectric and photovoltaic solar power                                                                                                                   Protecting endangered species, working
                                                               million euros) and Villamayor (15.5 million       initiatives, biodiversity conservation and
    and waste management operations. This                                                                                                                         to preserve them with the lead non-
                                                               euros), both developed by the Acciona group,      protection and sustainable development.
    activity proceeded vigorously despite the                                                                                                                     governmental organisations (NGOs) for each
    current economic crisis and moments of                     and the total revamping of the SEASA wind                                                          species, conserving the ecosystems that
                                                               farm (35 million euros) in Tarifa. Photovoltaic   In the last 10 years this Programme has
    uncertainty in the regulatory framework                                                                                                                       maintain them and generating sustainable
                                                               solar facilities also received financing,         been funded with more than 40 million euros,
    governing the renewable energy sector.                                                                                                                        employment in local communities,
                                                               including those led by the Gestamp group (29.3    having received 6.8 million euros in 2009.
                                                                                                                                                                  promoting agro-tourism and supporting
    The most significant operations in 2009                    million euros) and Ortiz group (16.3 million                                                       environmental education initiatives with
    included financing of three new thermosolar                euros) to develop photovoltaic solar energy                                                        the publication of manuals and online
    plants, two from the Sener group, Termesol                 projects.                                         Biodiversity                                     educational programmes.
    and Arcosol (79.1 million euros), each with
    capacity of 50 MW, located in the province                 Although, as reflected in the decline in          conservation and                                 The most important projects executed in

                                                               number of new projects in 2009, the renewable
                                                               energies sector has been affected around the      protection                                       2009 involved the Spanish imperial eagle
                                                                                                                                                                  (250 pairs), the sea eagle (14-16 specimens
                                                               world by the lack of liquidity in the markets.                                                     in the Balearic Islands), the sperm whale
                                                               Caja Madrid has continued studying and            Obra Social Caja Madrid pursues a number
                                                                                                                                                                  (conducting a census of specimens), the lynx
                                                               international projects, highlighted, amongst      of initiatives to protect important natural
                                               Solar thermal                                                                                                      (287 specimens), the grizzly bear (birth of
Others            14%
                                                               others, by the credit extended to the Fowler      habitants and endangered species.
                                                                                                                                                                  37 bear cubs to reach 130 specimens), and
                                                               Ridge wind farm (24.1 million euros) in Indiana                                                    bearded vulture (reaching 131 pairs).
                                                               (United States) and to the wind and hydraulic       Reforesting. In 2002, Caja Madrid marked
                                            34%                power facilities of Generg in Portugal.             its third centennial with the “One million
                                                                                                                                                                  Supporting pioneering initiatives such
                                                                                                                   trees” project, our nature legacy to future
                                                                                                                                                                  as Living Rivers, which helps care for
                                                               In 2009 a full 71% of all project finance           generations. Since then we have worked
                                                                                                                                                                  Spanish river banks and seeks to recover
                                                               operations carried out in the energy and            with regional governments to reforest
                                                                                                                                                                  the autochthonous plant life, creating and
                                                               environment area involved renewable                 public land of special environmental
                                                                                                                                                                  adapting ecology trails accessible to the
                                                               energies.                                           importance with a total of 1,241,211 trees
                                                                                                                                                                  physically handicapped.
                                                                                                                   of autochthonous and adapted species,
                                                                                                                   in 18 different zones in as many Spanish
                 46%                                                                                               provinces, covering a total of 2,238
                                                                                                                   hectares. With the new goal of reaching
                                                                                                                   “Two million trees” in 2009, reforestation
     Wind                                                                                                          began in zones such as the M-40 ring road
                                                                                                                   and other parts of Madrid, as well as in the
    % of Projects involving Renewable energies in 2009

   Corporate Social Responsibility 2009                               06. Environment                                                                                                                      67
 Sustainable                                                                                              Educational
 development                                                                                              initiatives
 Support is provided for projects promoting           “Call to Submit Proposals for Aid to                Various education projects have been pursued
 economic and productive initiatives that are         Environmental Projects 2009”. All of the            in order to raise the awareness of different
 socially responsible and ecologically sustainable.   initiatives cited above, in general, have been      groups regarding the importance of fostering
 Examples include:                                    provided with economic support for 30 projects      responsible environmental values and
                                                      led by non-profit organisations covering the        attitudes. These have included:
   Recycling used cooking oil in schools. During      following areas:
   2009 this programme recycled more than                                                                 “Agenda 21 schools programme”
   30,000 litres of oil, which would otherwise have     Management and protection of species
   contaminated 30 million litres of water.             listed in the Spanish National Catalogue of         A programme targeted at children in
                                                        Endangered Species, such as the bearded             primary school on water, energy, waste and
   “You can do it” us a school-based contest            vulture, black vulture, Egyptian vulture,           urban environmental issues, organising
   in which high school students conduct an             eagle owl, black stork, imperial, golden and        the students to conduct an environmental          Susana García Jiménez
   environmental diagnosis of their school and,         Bonelli’s eagles, sea turtles and Iberian           diagnosis of their schools and towns,             0398 - Innovation
   get to execute the winning environmental             lynx.                                               with the support of parents and adults
   proposals. More than 205,000 students in 9                                                               in the community. More than 26,000
   regions participated in the competition during       Conservation, restoration and integral              schoolchildren from 208 schools in four         Travelling exhibitions
   the year.                                            management of protected nature                      different regions have participated thus far.
                                                        areas or territories of demonstrated
                                                                                                                                                              Visit the main cities in Spain, giving
                                                        environmental or landscape value, such            Healthy planet, healthy eating                      classes and providing specific instructional
                                                        as wetlands (Toledo, Montfragüe), special
                                                                                                                                                              resources for each group they serve (the
                                                        ecosystems (Montejo de la Vega in Segovia,          A travelling classroom in a specially
                                             Nature                                                                                                           materials can also be downloaded from
                       María Dolores Moriche Calado     Campanarios de Azaba in Salamanca,                  equipped bus that educates on the                 the portal),
                                       Branch 2253      Mediterranean hills) and marine reserves            importance of healthy eating habits and           along with guided visits for the general
                                                        and fishing zones (Tabarca in Alicante and          their contribution to the environment. In         public. During 2009, over 115,000 persons
                                                        Menorca).                                           2009 the bus visited over 94 different towns      in 33 different towns visited six exhibitions
                                                                                                            in the Valencia and Murcia regions and was        organised by the Environment programme:
                                                        Waste management with recycling of mine,            visited by more than 32,918 persons.              Planet Amazonia, The roots of the earth,
                                                        industrial, vegetable oil, ink cartridge waste.
                                                                                                                                                              4,600 M: Evolution, The environment in and
                                                                                                                                                              around us, The lucidity of light and Water
                                                        Creation of environmental jobs, especially in
                                                                                                                                                              and its colours.
                                                        socially marginalised groups.

                                                        Environmental training and volunteer work
                                                        for social groups: the disabled, elderly and
                                                        marginalised groups.

Corporate Social Responsibility 2009                       06. Environment                                                                                                                              68

            throughout the supply

            service providers

            suppliers certified
            to Group standars
 Commitment 2009                                                                                                                                                Commitment 2010
                                                            Degree of progress:                  Completed          In progress           Initiated

 Identify environmental impact (consumption,                                                                                                                    Continue promoting and increase the number
 components, recycling) of the hardware acquired             The environmental criteria are being complied with satisfactorily.                                 of qualified suppliers, on the basis of new
 (PCs, printers, ATMs) as factor in purchasing                                                                                                                  certification questionnaires that address new
 decisions                                                                                                                                                      CSR aspects.

 Aware of the importance of optimum supplier         An essential part of applying the above policy          Suppliers who display the following traits will          Application of a code of ethics covering
 management, Caja Madrid applies a procurement       principles involves making sure suppliers               be viewed favourably:                                    issues such as human rights, health and
 policy based on the following principles:           acknowledge, understand and accept these                                                                         safety, freedom of association, non-
                                                     principles. Caja Madrid is committed to                   Commitment to ensuring the quality of the              discrimination, individual conduct.
   Competitive selection of suppliers (bid list)     maintaining ethical relationships with suppliers,         products and services provided.
   for the purchasing process, so the business       as part of its wider engagement with promoting                                                                 Organisations that adopt and respect the key
   unit that requests the purchase gets the best     sustainable development in all of its activities.         Commitment to the environment.                       standards and agreements on employment
   possible result.                                                                                                                                                 matters and social welfare, including:
                                                     Purchasing policy                                         Commitment to their organisation and,
   Transparency in the choice of suppliers, thanks                                                             therefore, to their employees, as reflected in         The basic agreements of the ILO that refer
   to standardised procedures and collective         The purchasing policy takes into account                  measures to enhance the safety, health and             to:
   decision-making under the Authorities and         Corporate Social Responsibility requirements in           welfare of their workers by assessing the
   Delegated Powers system.                          order to ensure that Caja Madrid’s suppliers are          risks to which they are exposed, providing              Freedom of association and collective
                                                     fully in step with the organisation’s commitments         them with relevant information and training,            bargaining rights.
   Diversification of business among various         in areas such as quality, respect for the                 and consulting with and engaging the active
   suppliers, to spread out wealth generation.       environment, employee safety and health, fair             participation of their employees.                       Prohibition of all forms of forced labour.
                                                     employment practices, respect for human rights,
   Objective decision-making, based on a checklist   information security, innovation and R&D:                 Concrete actions by suppliers in the CSR                Elimination of child labour.
   of selection criteria.                                                                                      area, such as:
                                                       Caja Madrid avoids engaging suppliers known                                                                     Non-discrimination in employment.
   Transmission to suppliers of the organisation’s     to have committed breaches of the law, caused             Effective implementation of declared CSR
   sustainability and environmental values.            environmental harm, endangered employee                   policies.                                            All other treaties, agreements, guidelines
                                                       health and safety, violated human rights or                                                                    and standards issued by international
                                                       other types of offences.                                                                                       organisations such as the UN, ILO, OECD
                                                                                                                                                                      and EU.

Corporate Social Responsibility 2009                        07. Suppliers                                                                                                                                      70
 Purchasing                                                                                                Responsible
 process                                               Selection policy                                    engagement
 Caja Madrid has established a procurement and         Caja Madrid continues to incorporate and            The list below sets out the different commitments that Caja Madrid expects from its suppliers as
 supplier system that lays down the steps to be        steadily improve the CSR requirements               the basis for their engagement.
 followed in negotiations, acquisitions, contracting   applied to our suppliers in order to continue
 and payments, based on selection and approval         strengthening the following areas:                   AREA                   COMMITMENTS
 criteria that ensure the transparency of the entire
 process:                                                Respect for the environment and compliance
                                                         with basic environmental legislation in all
   The service to be provided is documented                                                                                          Honesty in their personal and managerial conduct.
                                                         supplier activities.
   with the legal department so that all formal                                                                                      An attitude of service towards Caja Madrid’s various units and departments.
                                                                                                            Rules of conduct
   requirements are set down in writing.                                                                                             Confidentiality.
                                                         Respect for basic human rights, in line with                                Transparency in their dealings with third parties.
                                                         the global initiatives implemented by the
   The selection process (initial assessment)            International Labour Organisation (ILO) to
   for a new supplier is based on a checklist            promote social justice and internationally
   to verify their technical capacity, social            recognised human and labour rights.               Environmental policy      Conformity to the environmental management procedures applied internally.
   responsibility policies and, depending on the
   product or service in question, their official        Compliance with the other component
   credentials or certification and references.          principles of social responsibility, such as
                                                                                                           Prevention of
                                                         participation in or cooperation with the          occupational hazards      Commitment to the prevention of on-the-job hazards in their operations.
   The quality of supplier service is assessed           organisations spearheading these efforts.         policy
   on an ongoing basis, according to the type
   of service provided by the supplier and the         The formal commitment undertaken by Caja
   results obtained, compliance with labour,           Madrid with its suppliers is reflected in the                                 Customer orientation.
   tax, environmental, hazard prevention                                                                   Quality policy
                                                       incorporation of environmental clauses into                                   Alignment with Caja Madrid’s internal quality management procedures.
   regulations etc., and alignment with the            all contracts as a means of fostering the                                     Quality management systems.
   operating principles of Caja Madrid.                greatest possible safeguards in the supply
                                                       chain. A standard annex on the prevention
   Regular meetings are held with suppliers            of occupational hazards is also added to                                      Progressive transmission to suppliers of our sustainable development and
   to discuss their general performance and            agreements for services performed on Caja           Purchasing policy
                                                                                                                                     environmental values.
   specific incidents and improve coordination         Madrid premises.
   with the organisation.
                                                       Furthermore, Caja Madrid uses a
   Payments to suppliers are checked against           questionnaire to evaluate its main suppliers                                  Measures to foster equal opportunities.
   the relevant accounting entries, in an              that covers human rights and quality                                          Participation in or co-operation with social institutions.
   automated process that avoids delays with           considerations, environmental performance
   respect to agreed payment periods.                  and other social responsibility indicators.
                                                       The different parameters assessed are then          Caja Madrid is pursuing synergies between its sustainability commitments and the requirements
                                                       quantified to give a score to each supplier. This   of its network of suppliers, and has therefore opened up channels for supplier feedback on how
                                                       methodology has been used in the purchasing         satisfied they are with their relationships with Caja Madrid and their proposals for how they may
                                                       area to rate 336 suppliers.                         be improved.

Corporate Social Responsibility 2009                          07. Suppliers                                                                                                                                 71
 Profile and scope
 of the report                                                                                                          Report content
 The information provided in this report covers the          Materiality: the relevance and significance of an          To ensure this report effectively covers the issues    In addition to the above analyses, our outreach
 activities carried on in 2009 by the Caja Madrid            issue for the organisation and its stakeholders            and indicators that reflect our main social,           efforts with customer stakeholders featured the
 Group, as the Group is defined in the annual report         must be determined. The report details the                 economic and environmental impacts, we have            inclusion of questions in opinion surveys in relation
 (note 1.1), with the exception of those indicators          matters of most significance from the internal             taken into account the information obtained            to their needs and expectations in the social
 for which some other perimeter is specified.                and external standpoint, setting priorities based          from stakeholder groups (listed in the Caja            responsibility area.
 Supplementary information is available in the Caja          on those that have the biggest economic, social            Madrid Social Responsibility System) through
 Madrid Annual Report, and in the annual reports of          and environmental impact. A list of stakeholder            the established dialogue channels, external            Also, five years ago Caja Madrid set up a
 Obra Social Caja Madrid and Fundación Caja Madrid           groups and material topics is included in the              regulations and standards applicable to financial      permanent steering committee whose mission
 and in the Corporate Governance Report.                     chapter on Corporate Social Responsibility.                institutions and our organisation’s mission, vision,   is to promote social responsibility projects
                                                                                                                        values and strategy.                                   within the organisation and to draw up the
 Released annually since 2004, one of the                    Responsiveness: the organisation’s capacity to                                                                    annual CSR reports. This group, which draws its
 aims of this report is to open up an additional             offer solutions to stakeholder concerns as they            During 2009 we continued advancing in the              members from organisational units interfacing
 communication channel with our stakeholder                  are identified. During 2009 different projects             review of the materiality project begun in 2007 to     with stakeholders, is guided in its work by the
 groups (as identified in the chapter on CSR and Caja        were started up that underscore Caja Madrid’s              delve deeper into the key concerns voiced by our       conclusions obtained through stakeholder dialogue
 Madrid) that they can use to learn more about Caja          commitment to its stakeholders. Those projects             stakeholders as issues which Caja Madrid should        channels.
 Madrid’s activities and aims.                               are discussed throughout this report and                   address in the report. Toward this end diverse lines
                                                             specifically in the section on key projects.               of investigation have been taken into account:         The CSR work group is composed of the following
 Its structure is based on the G3 Guidelines of                                                                                                                                units:
 Global Reporting Initiative (GRI) and the «Financial      Read more on CSR and Caja Madrid                               A study analysing the pacesetters in corporate
 Services Sector Supplements».                                                                                            social responsibility, in and out of the financial
                                                           See next steps, commitments Caja Madrid                        industry, and sector and social opinion leaders,
 The data measurement techniques and calculation                                                                          accompanied by continuous monitoring of the
 methods, and all estimates applied, are explained in      Caja Madrid has conducted what is known as                     press for related news.
 the tables and related chapters of the report where       type 2 AA1000 sustainability assurance, which
 they appear whenever such clarification seems             involves evaluating “AccountAbility” principles                Update of the green book on Spanish savings
 warranted for ease of understanding.                      and performance information. The evaluation is                 banks and organisation of a panel of experts in
                                                           designed to provide a moderate level of assurance.             the framework of the CSR sector committee,
 The CSR 2009 report is verified on the basis                                                                             with the active participation of Caja Madrid.
 of the AA1000 standards to assure that Caja               All of this complements the report assurance
 Madrid complies with the principles of inclusivity,       procedure conducted according to the GRI G3                    Development of a measurement model for
 materiality and responsiveness:                           guidelines.                                                    analysing CSR variables and their impact on Caja
   Inclusivity: all parties that may affect or be          This report has been proofed for spelling and
   affected by the pursuit of the institution’s activity   typographical errors by the Fundación Comillas.*
   must be considered, with special emphasis on
   improving engagement with stakeholders, using           For any further information on the contents of this
   new tools and intensifying discussion of issues of      report, please contact us at:
   public interest.
                                                           *Fundación Comillas is a private non-profit organisation
                                                           founded in 2005. Its prime objective is to set up, develop
                                                           and manage a centre of excellence dedicated to research,
                                                           teaching and dissemination of the Spanish language and
                                                           Hispanic culture.

Corporate Social Responsibility 2009                                 Report details                                                                                                                                             73
                                                        Report assurance data
                                                        Caja Madrid is convinced that it should seek out an    Caja de Ahorros y Monte de Piedad de Madrid
                                                        external review of its social responsibility reports   Founded as a pawnshop (Monte de Piedad) in 1702
                                                        as a means of ensuring the accuracy of their           and as a savings bank (Caja de Ahorros) in 1838
                                                        contents and of the social responsibility activities
                                                        described there.                                       Registered office:
                                                                                                               Plaza de Celenque nº 2 - 28013 - Madrid
                                                        It is also important that social responsibility        Telephone: 902 2 4 6 8 10
                                                        compliance be subject to independent analysis          Fax: 91 423 94 54
                                                        and assurance, with stakeholders having full           Swift: CAHM ES MM XXX
                                                        access to the results. There can be no progress
                                                        in social responsibility without the type of           Entered in the Bank of Spain Savings Banks
                                                        transparent disclosure to stakeholders that            Register, No. 99
                                                        enables them to make reliably informed decisions.      Bank of Spain Code 2038
                                                        This is the only way to distinguish companies with
                                                        the greatest social commitment.                        Entered in the Madrid Mercantile Registry
                                                                                                               Sheet no. 20, Volume 3,067 General, Page M-52,454,
                                                        This is why Caja Madrid calls on an independent        Entry 1
                                                        auditor (Deloitte) to check the information
                                                        provided in the Social Responsibility Report. That     Taxpayer Identification Number:
                                                        firm is the independent auditor of the consolidated    G-28029007
                                                        financial statements included in the Annual
                                                        Report. In order to ensure independence and            Member of the Savings Banks Deposit Guarantee
                                                        professionalism, the audits are assigned to teams      Fund
                                                        with expertise in different areas.

                                                                                                               The bylaws and other information of public record
                                                                                                               may be consulted at the registered office or the

Corporate Social Responsibility 2009   Report details                                                                                                        74
 Glossary:                                                                                                   Glossary:
 A-C (13 terms)                                                                                              E-H (19 terms)
 AA1000                                                CLIMATE CHANGE                                        ECO-EFFICIENCY                                        ENVIRONMENTAL MANAGEMENT
 Is an open-access voluntary standard that sets out     The change of climate attributed directly or         The state of creating more goods and services         Set of processes and systems to minimise an
 the requirements for assurance of Sustainability      indirectly to human activity that alters the          using fewer resources, and generating less            organisation’s environmental impact in the
 Reports. It was developed to assure the credibility   composition of the global atmosphere above and        waste and pollution.                                  pursuit of its activity.
 and quality of sustainability performance and         beyond the climate’s natural variation observed
 reporting.                                            over comparable time periods (United Nations          ECO-LABELLING                                         ENVIRONMENTAL PERFORMANCE INDICATOR
                                                       Framework Convention on Climate Change).              An “eco-label” identifies a product as having less    Variable or measurement relating to the impact
 ASSURANCE                                                                                                   impact on the environment, because it meets a         of an organisation on inhabited and non-inhabited
 An audit that organisations go through to ensure      CMMI                                                  series of ecological conditions based on life cycle   natural areas, ecosystems, land, water and air.
 the credibility and quality of their sustainability   Model for the assessment and improvement              considerations.
 reporting.                                            of system and software development and                                                                      EUROPEAN ALLIANCE FOR CORPORATE SOCIAL
                                                       maintenance processes.                                ECONOMIC PERFORMANCE INDICATOR                        RESPONSIBILITY (CSR)
 BASEL II                                                                                                    Variable or measurement relating to the               Umbrella organisation set up by the European
 Also known as the New Basel Capital Accord, this      CODE OF CONDUCT                                       impact of an organisation on the economic             Commission with the aim of engaging all
 is a set of rules for banks aimed at controlling      A document drawn up voluntarily by an enterprise      circumstances of its stakeholders, as well as on      interested European enterprises in contributing
 their credit risk and establishing minimum capital    setting out the principles which it unilaterally      local, national and global economic systems.          to promoting and recognising CSR through
 requirements.                                         undertakes to follow. In some cases, codes of                                                               specific initiatives.
                                                       conduct apply to suppliers, subcontractors and        EMPLOYEE BENEFITS
 BENCHMARKING                                          third parties as well.                                Non-salary benefits that compensate a                 EUROPEAN FOUNDATION FOR QUALITY
 Assessing the results achieved by a project against                                                         company’s employees.                                  MANAGEMENT (EFQM) EXCELLENCE MODEL
 those of other companies serving as a reference.      CORPORATE GOVERNANCE                                                                                        Self-assessment model that provides a working
                                                       Set of principles that regulate the design,           ENVIRONMENT                                           framework for embedding criteria of excellence
 BIODIVERSITY                                          structure and operation of a company’s governing      The whole complex medium in which                     in an organisation’s management. The model
 Term used to refer to the enormous variety of plant   bodies, such as its General Assembly and Board of     an organisation operates, including the               evaluates both the results obtained and the
 and animal species found on the Earth and the         Directors.                                            atmosphere, water, land, natural resources,           systems and/or processes used to achieve them.
 ecosystems in which they interrelate.                                                                       flora, fauna, human beings and their
                                                       CORPORATE IDENTITY                                    interactions.                                         FINANCIAL EDUCATION
 BIOENERGY                                             The set of characteristics, values and beliefs that                                                         Advice, guidance and information dispensed by
 Renewable energy obtained from biological             make up an organisation’s identity and set it apart   ENVIRONMENTAL IMPACT                                  financial institutions to their customers to help
 sources.                                              from the rest.                                        Any change in environmental conditions, for           them develop their financial knowledge.
                                                                                                             better or worse, ascribable wholly or in part
 BUSINESS EXCELLENCE                                   CORPORATE SOCIAL RESPONSIBILITY (CSR)                 to an organisation’s activities, products and         FINANCIAL SUPPLEMENT INDICATORS
 The ability of an organisation to achieve             Corporate social responsibility, above and            services.                                             GRI indicators specific to the financial sector. A
 outstanding results on a sustained basis, to the      beyond the strict compliance with prevailing                                                                new version of the supplement came out in 2008,
 benefit of its stakeholders.                          legal obligations, is an organisation’s voluntary     ENVIRONMENTAL ISSUE                                   combining social and environmental indicators in
                                                       integration into its governance and management,       Element of an organisation’s activities,              a single block.
                                                       and into its strategy, policies and procedures, of    products or services that may interact with
                                                       social, labour, environmental and human rights        the environment. A material environmental
                                                       concerns that arise from a transparent dialogue       aspect is one that has or may have significant
                                                       and dealings with its stakeholders, as a way of       environmental impact.
                                                       standing accountable for the impact of its actions.

Corporate Social Responsibility 2009                           Glossary                                                                                                                                           75
                                                     I-P (21 terms)
 FINANCING                                           INCLUSIVITY                                          KYOTO PROTOCOL                                        MISSION
 Attainment by a person, company or public body      A basic AA1000 Standard principle that refers to     International agreement aimed at reducing             A statement of why an organisation exists and its
 of the funds or resources needed to meet the        participation by an organisation’s stakeholders      emissions of the gases responsible for global         fundamental purposes. It provides a fundamental
 monetary cost of a budget, project or economic      in developing and achieving an accountable and       warming.                                              unifying focus and guide for long-term action
 activity.                                           strategic response to sustainability.                                                                      to achieve the ultimate purpose for which the
                                                                                                          LOPD                                                  organisation was founded.
 GEOGRAPHICAL ACCESSIBILITY                          INDICATOR                                            (Ley Oficial de Protección de Datos) : the Spanish
 Elimination of geographical barriers so products    A qualitative or quantitative variable that allows   personal data protection law, designed to uphold      MONEY LAUNDERING
 and services reach all people regardless of         us to measure the conduct or performance             and protect the civic freedoms and fundamental        The processing of criminal proceeds in order to
 where they live.                                    of an organisation, and its compliance with          rights of individuals with regard to the handling     disguise their illegal origin.
                                                     preset goals and milestones. Core indicator: Of      of their personal data.
 GLOBAL REPORTING INITIATIVE (GRI)                   obligatory use in publishing a report based on                                                             OPINION MAKER
 International project whose mission is to prepare   GRI guidelines. Additional indicator: Advocated      MANAGEMENT SYSTEM                                     Person or group with the capacity to shape
 and disseminate Sustainability Reporting            by the GRI Guidelines, though its use is at the      The systematising of processes and procedures         opinion on and demand for a given company
 Guidelines. These are voluntary guidelines for      discretion of the reporting organisation.            to ensure that an organisation takes all              product.
 use by organisations wishing to report on the                                                            the necessary steps towards achieving its
 economic, social and economic dimensions of         INNOVATION                                           objectives.                                           OZONE DEPLETING AGENTS
 their activities.                                   Application of new ideas, concepts, products,                                                              The gases that deplete the ozone layer include
                                                     services and practices in useful ways that           MATERIAL ISSUE                                        chlorofluorocarbon compounds (CFCs), other
 GOOD PRACTICES                                      enhance productivity.                                An issue that will influence the decisions, actions   totally halogenated chlorofluorocarbons,
 Projects or experiences that stand as an example                                                         and performance of an organisation or its             halons, carbon tetrachloride, trichloroethane,
 or benchmark for their positive impact in CSR-      ISO 14001                                            stakeholders.                                         methyl bromide, hydrobromofluorocarbons,
 related areas.                                      International standard laying down specifications                                                          hydrochlorofluorocarbons (HCFCs) and
                                                     for an Environmental Management System               MATERIALITY                                           bromochloromethane. The main instrument for
 GREENHOUSE GASES                                    conducive to ongoing improvement in an               A basic AA1000 standard principle that consists       their control is the Montreal Protocol.
 Greenhouse gases include CO2, CH4, NOx, O3,         organisation’s environmental performance, legal      in determining the relevance and significance
 HFCs, PFCs and SF6. The main instrument for         compliance and environmental protection and          of an issue for the organisation and its              PHYSICAL ACCESSIBILITY
 their control is the Kyoto Protocol.                pollution control practices.                         stakeholders.                                         Elimination of architectural barriers and physical
                                                                                                                                                                obstacles that can hinder people with disabilities
 HUMAN RIGHTS                                        ISO 27002                                            MIFID                                                 in their access to services and/or basic mobility.
 The basic freedoms, rights and values to which      Information security standard. In origin it drew     Markets in Financial Instruments Directives,
 every person is entitled as a human being to        on British Standard BS 7799-1.                       introducing a single market and common                POLICY
 ensure their right to live in dignity.                                                                   regulatory framework for financial services           Statement of an organisation’s intentions and
                                                     ISO 9001                                             in the 27 European Union Member States                guiding principles with regard to some aspect
                                                     International standard laying down specifications    and in three other countries belonging to the         of its conduct, expressed formally by its senior
                                                     for a Quality Management System that strives         European Economic Area (Iceland, Norway and           management.
                                                     to maximise customer satisfaction through a          Liechtenstein).
                                                     process of continuous improvement.

Corporate Social Responsibility 2009                         Glossary                                                                                                                                         76
                                                     R-Z (19 terms)
 PREVENTION OF OCCUPATIONAL HAZARDS                  RECONCILIATION                                      SOCIAL BALANCE SHEET                                  INCLUSIONARY OR POSITIVE SCREENING
 Set of activities or measures implemented           Measures taken by a company to ensure its           Quantitative and qualitative information              Criteria required of companies (which have not
 or planned across all phases of a company’s         professionals can organise their personal and       providing an objective measure of the                 been eliminated in the negative screening) if
 activity with the goal of preventing or reducing    working lives without a conflict or clash between   organisation’s performance in the área of human       they are to be considered responsible in indices
 occupational hazards.                               the two.                                            resources and social programmes.                      or in certain funds.

                                                     RESPONSIBLE AND ETHICAL FUNDS                       SOCIAL DIVIDEND                                     SOLIDARITY
                                                     Investment funds that use social or other           The reinvestment of a substantial portion of        Quality of people and organisations contributing
 A sequence of activities and contributions which                                                        an organisation’s profits in the welfare of the     economically or in other ways to social causes or
                                                     non-financial criteria in selecting their
 progressively add value on the way to producing a   investments.                                        community —the key element that differentiates      groups.
 product or service.                                                                                     savings banks from other financial institutions.
                                                     RESPONSIVENESS                                                                                          SPONSORSHIP
 PROJECT FINANCE                                     A basic principle of the AA1000 Standard            SOCIAL PERFORMANCE INDICATOR                        Support given to an event, activity, individual
 A mechanism for financing large-scale               that refers to an organisation’s response to        Variable or measurement relating to the impact      or organisation by providing money or other
 investments secured by the project’s capacity       stakeholder issues that affect its sustainability   of an organisation on the social systems within     resources in return for promotion.
 to generate future cashflows to repay the loans     performance and which is realised through           which it operates. This definition encompasses
 and by agreements between the participants that     decisions, actions and performance, as well as      labour practices, human rights and general          STAKEHOLDERS
 assure the project’s profitability.                 communication with stakeholders.                    questions affecting customers/consumers, the        Those groups and individuals that must be taken
                                                                                                         community and other society stakeholders.           into account to the extent they may affect or be
                                                     RISK MANAGEMENT                                                                                         affected by the organisation’s activities.
                                                     Analyses undertaken to preserve an institution’s    SOCIAL RESPONSIBILITY PLAN
                                                     financial and balance sheet strength, maximising    Set of principles, programmes, policies,            SUSTAINABLE DEVELOPMENT
                                                     the risk-return ratio.                              strategies and actions of an enterprise regarding   “Development that meets the needs of the
                                                                                                         its behaviour vis-à-vis its stakeholders, the       present without compromising the ability of
                                                     SELF-ASSESSMENT                                     economy, society and the environment. The           future generations to meet their own needs”
                                                     Comprehensive, systematic internal review of        Social Responsibility Plan reaches across           (Report of the World Commission on Environment
                                                     an organisation’s activities and performance by     all areas of an organisation and includes           and Development).
                                                     reference to a management system, a standard        programmes or actions already being carrying
                                                     or excellence model.                                out, promotes new ones and ensures a unified        VALUES
                                                                                                         organisation-wide approach according to its core    The concepts and expectations informing the
                                                     SERVICE QUALITY                                     principles and values.                              conduct of people within an organisation, and
                                                     The ability of an organisation (persons,                                                                which imbue their relationships and way of
                                                     products and services) to satisfy the needs and     SOCIALLY RESPONSIBLE INVESTMENT (SRI)               working.
                                                     expectations of its customers and stakeholders.     The embedding of sustainability as well as
                                                                                                         strictly financial criteria in the selection of     VISION
                                                     SOCIAL ACTION                                       investment portfolios. Two types of criteria can    Description of what an organisation aspires to be
                                                     The action taken by an organisation when it         be differentiated in the terminology employed in    in the mid-term future, and the goals it wishes to
                                                     earmarks funds for improving the specific           SRI:                                                achieve.
                                                     situations of certain population segments and
                                                     groups. Spanish savings banks traditionally           EXCLUSIONARY OR NEGATIVE SCREENING                VOLUNTEER WORK
                                                     manage their social action activities through the     Criteria applied to certain business activities   Unpaid work done by persons for the benefit of
                                                     “ Obra Social ”.                                      (certain products or services) which are “per     the community or the environment.
                                                                                                           se” considered as non-responsible, such as
                                                                                                           alcoholic beverages, firearms, tobacco, etc.

Corporate Social Responsibility 2009                         Glossary                                                                                                                                          77
 Your Opinion
 At Caja Madrid, we place great value on knowing what our stakeholders think of the Corporate       What issues to you regard as the most important to be included in the CSR Report?
 Social Responsibility Report, so that we can take your comments and suggestions into account
 to improve future editions. We would therefore appreciate it 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?                                                   Any other comment, observation or suggestion you wish to make:





                                                                                                    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
 NOTE: Only one category can be marked.                                                             Área de Calidad
                                                                                                    Paseo de la Castellana, 189
                                                                                                    Madrid 28046
                                                                                                    Fax: 91 423 56 91

Corporate Social Responsibility 2009                             Your opinion                                                                                                                       78

1      STRATEGY AND ANALYSIS                                                                                        Sections of the 2009 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      ORGANIZATIONAL PROFILE                                                                                       Sections of the 2009 Report

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, subsidiaries,
2.3                                                                                                                  The Group / Governing Bodies
       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 specifically 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 /
2.7                                                                                                                Group activity / Geographical reach

       Scale of the reporting organization, including:
       • Number of employees;
2.8    • Net sales (for private sector organizations) or net revenues (for public sector organizations);               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 17 of the
       • Changes in the share capital structure and other capital formation, maintenance, and alteration                      Annual Report
       operations (for private sector organizations)

2.10   Awards received in the reporting period                                                                          Sponsorship and awards

3      REPORT PARAMETERS                                                                                            Sections of the 2009 Report

3.1    Reporting period (e.g., fiscal/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;
       • 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 other
3.8                                                                                                                  Profile and scope of the report
       entities that can signifi cantly aff ect comparability from period to period and/or between organizations

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

       Explanation of the effect 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)
4      GOVERNANCE, COMMITMENTS AND ENGAGEMENT                                                                   Sections of the 2009 Report

       Governance structure of the organization, including committees under the highest governance body
4.1                                                                                                                    Governing bodies
       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 independent directors / Independence
       governance body that are independent and/or non-executive members                                    of General Assembly and Board

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

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

4.6    Processes in place for the highest governance body to ensure conflicts 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

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

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

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

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

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

       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               Analysis of key issues / Stakeholder
       organization has responded to those key topics and concerns, including through its reporting                          dialogue
GRI G3 Indicator                                                                                                  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               Group
        capital providers and governments

        Financial implications and other risks and opportunities for the organization’s activities due to
EC2                                                                                                               Group
        climate change

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

EC4     Significant financial assistance received from government                                                 Group

        Policy, practices, and proportion of spending on locally-based suppliers at significant locations of
EC6                                                                                                               Group                       (1)

        Procedures for local hiring and proportion of senior management hired from the local community at
EC7                                                                                                               Group
        locations of significant operation
        Development and impact of infrastructure investments and services provided primarily for public
EC8                                                                                                               Group
        benefit through commercial, in-kind, or pro bono engagement

EN1     Materials used by weight or volume                                                                      Caja Madrid

EN2     Percentage of materials used that are recycled input materials                                          Caja Madrid                   (2)

EN3     Direct energy consumption by primary energy source                                                      Caja Madrid

EN4     Indirect energy consumption by primary source                                                           Caja Madrid

EN8     Total water withdrawal by source

                                                                                                                               Caja Madrid Group does not own,
                                                                                                                                lease, manage or is adjacent to
        Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of
EN11                                                                                                              Group          lands with this characteristics
        high biodiversity value outside protected areas
                                                                                                                              because all its buildings and offices
                                                                                                                                   are based on urban areas.

                                                                                                                               Due to the activity carried out by
                                                                                                                                 Caja Madrid Group it has not
                                                                                                                              significant impacts on biodiversity.
        Description of significant impacts of activities, products, and services on biodiversity in protected                  Nevertheless, through the Social
EN12                                                                                                              Group
        areas and areas of high biodiversity value outside protected areas                                                     Activity, Caja Madrid developes
                                                                                                                              positive impact programmes, which
                                                                                                                               are described in the Obra Social

EN16    Total direct and indirect greenhouse gas emissions by weight                                            Caja Madrid                   (3)

EN17    Other relevant indirect greenhouse gas emissions by weight                                              Caja Madrid                   (3)
                                                                                                                               Due to the activity carried out by
                                                                                                                               Caja Madrid Group, there are no
EN19    Emissions of ozone-depleting substances by weight                                                         Group
                                                                                                                                significant emissions of these

EN20    NOx, SOx, and other significant air emissions by type and weight                                        Caja Madrid

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

EN22    Total weight of waste by type and disposal method                                                       Caja Madrid                   (4)

                                                                                                                               Due to the activity carried out by
EN23    Total number and volume of significant spills                                                             Group        Caja Madrid Group no significant
                                                                                                                                     spills are produced.

        Initiatives to mitigate environmental impacts of products and services, and extent of impact
EN26                                                                                                              Group                       (5)

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

        Monetary value of significant fines and total number of non-monetary sanctions for non-compliance
EN28                                                                                                              Group
        with environmental laws and regulations
GRI G3 Indicator                                                                                                  Scope       Assurance

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

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

LA4     Percentage of employees covered by collective bargaining agreements                                       Group

        Minimum notice period(s) regarding operational changes, including whether it is specified in
LA5                                                                                                               Group
        collective agreements

        Rates of injury, occupational diseases, lost days, and absenteeism, and number of work related
LA7                                                                                                               Group
        fatalities by region

        Education, training, counseling, prevention, and risk-control programs in place to assist workforce
LA8                                                                                                               Group
        members, their families, or community members regarding serious diseases

LA10    Average hours of training per year per employee by employee category                                      Group

        Composition of governance bodies and breakdown of employees per category according to gender,
LA13                                                                                                              Group          (6)
        age group, minority group membership and other indicators of diversity

LA14    Ratio of basic salary of men to women by employee category                                                Group

        Percentage and total number of significant investment agreements that include human rights
HR1                                                                                                               Group
        clauses or that have undergone human rights screening

        Percentage of significant suppliers and contractors that have undergone screening on human rights
HR2                                                                                                               Group          (7)
        and actions taken

HR4     Total number of incidents of discrimination and actions taken                                             Group

        Operations identified in which the right to exercise freedom of association and collective bargaining
HR5                                                                                                               Group
        may be at significant risk, and actions taken to support these rights

        Operations identified as having significant risk for incidents of child labor, and measures taken to
HR6                                                                                                               Group
        contribute to the elimination of child labor

        Operations identified as having significant risk for incidents of forced or compulsory labor, and
HR7                                                                                                               Group
        measures to contribute to the elimination of forced or compulsory labor
        Nature, scope, and effectiveness of any programs and practices that assess and manage the
SO1                                                                                                               Group
        impacts of operations on communities, including entering, operating, and exiting

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

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

SO4     Actions taken in response to incidents of corruption                                                      Group          (8)

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

        Monetary value of significant fines and total number of non-monetary sanctions for non-compliance
SO8                                                                                                               Group
        with laws and regulations
        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             Caja Madrid      (9)

        Type of product and service information required by procedures, and percentage of significant
PR3                                                                                                             Caja Madrid      (9)
        products and services subject to such information requirements

        Programs for adherence to laws, standards, and voluntary codes related to marketing
PR6                                                                                                               Group
        communications, including advertising, promotion, and sponsorship

        Monetary value of significant fines for non-compliance with laws and regulations concerning the
PR9                                                                                                               Group
        provision and use of products and services
GRI G3 Indicator                                                                                                         Scope                Assurance
Management and approach
FS1          Policies with specific environmental and social components applied to business lines                        Group

FS2          Procedures for assessing and screening environmental and social risks in business lines                     Group                    (10)
             Processes for monitoring clients’ implementation of and compliance with environmental and social
FS3                                                                                                                      Group
             requirements included in agreements or transactions

             Process(es) for improving staff competency to implement the environmental and social policies and
FS4                                                                                                                      Group
             procedures as applied to business lines
             Interactions with clients/investees/business partners regarding environmental and social risks and
FS5                                                                                                                      Group
Product Portfolio
             Percentage of the portfolio for business lines by specific region, size (e.g. micro/SME/ large) and by
FS6                                                                                                                      Group

             Monetary value of products and services designed to deliver a specific social benefit for each
FS7                                                                                                                      Group                    (11)
             business line broken down by purpose
             Monetary value of products and services designed to deliver a specific environmental benefit for
FS8                                                                                                                      Group
             each business line broken down by purpose
             Coverage and frequency of audits to assess implementation of environmental and social policies
FS9                                                                                                                      Group                    (11)
             and risk assessment procedures
Asset Management
             Percentage and number of companies held in the institution’s portfolio with which the reporting
FS10                                                                                                                     Group                    (11)
             organization has interacted on environmental or social issues
FS11         Percentage of assets subject to positive and negative environmental or social screening                     Group                    (11)
             Voting policies applied to environmental or social issues for shares over which the reporting
FS12                                                                                                                     Group
             organization holds the right to vote shares or advises on voting

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


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 when applicable. For further information
visit the chapter "Report Details. Profile and Scope of the Report"
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) The number of local suppliers is reported but not the percentage of payments relating to these local suppliers (taken to be national)

(2) Information is given on paper and toner consumption

(3) Information is only given on emissions from energy consumption, not on other direct or indirect emissions from business trips and courier services which are
required according to the financial services sector supplement.
(4) The perimeter of each datum is showed in the table ( head office or Caja Madrid)
(5) No information is provided on the extent of the reduction of this impact

(6) Not broken down by ethnic minority or other indicators of diversity

(7) The information reported does not include the percentage of significant suppliers and contractors that have undergone screening on human rights
(8) Information is only given on Group programmes related to money laundering and internal audit

(9) No information is given in percentages

(10) The information is only given on environmental aspects

(11) Only qualitative information is included

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