COMPOSITION

Retail customers by age group [%]

Retail customers by seniority [years]

Accessibility and distribution channels: Italy201520142013
No. multichannel contracts (stock) 6,322,350 5,708,303 5,196,200
No. multichannel contracts (stock)/No. customers 54.7 49.1 39.9
Percentage of bank transfer automation 84.2 81.7 72.4
Total bank transfers executed 45,582,596 33,127,135 39,304,521
Percentage of securities automation 73.6 71.1 75.9
Total securities traded 10,209,665 10,661,303 7,182,268
Remote Banking: No. contracts in force at the reporting date 159,719 163,609 169,547
Remote Banking: No. instructions 142,950,382 162,167,961 208,374,634

Italian boundary, individual and legal entities

Presence in Italian regions with a low density population*201520142013
BranchesATMsBranchesATMsBranchesATMs
Molise 16 24 16 23 15 24
Sardegna 88 153 92 140 94 141
Basilicata 24 30 23 25 26 27
Valle d'Aosta 23 47 26 45 28 46
Trentino Alto Adige 60 82 71 88 73 96

Presence in Italian regions with a low density population [%]*Change % 2015/2014Change % 2014/2013
BranchesATMsBranchesATMs
Molise 00.0 4.3 6.7 -4.2
Sardegna -4.3 9.3 -2.1 -0.7
Basilicata 4.3 20.0 -11.5 -7.4
Valle d'Aosta -11.5 4.4 -7.1 -2.2
Trentino Alto Adige -15.5 -6.8 -2.7 -8.3

* Source:

ISTAT 2015. statistical reconstruction of regional population time series for the period 1/1/2002-1/1/2014. The regions considered are those with less than 100 inhabitants per Km2.

Presence of Intesa Sanpaolo Group Banks in foreign countries201520142013
BranchesATMsBranchesATMsBranchesATMs
Albania 32 49 32 52 31 55
Croatia 250 870 197 678 203 657
Romania 45 59 71 84 76 88
Serbia 170 260 177 258 192 255
Slovakia 231 572 234 572 239 573
Slovenia 52 98 52 97 52 95
Hungary 83 142 95 156 95 156
Egypt 170 332 170 294 174 275
Russian Federation 50 52 61 59 69 65

Presence of Intesa Sanpaolo Group Banks in foreign countries Change % 2015/2014Change % 2014/2013
Branches ATMsBranchesATMs
Albania 0.0 -5.8 3.2 -5.5
Croazia 26.9 28.3 -3.0 3.2
Romania -36.6 -29.8 -6.6 -4.5
Serbia -4.0 0.8 -7.8 1.2
Slovakia -1.3 0.0 -2.1 -0.2
Slovenia 0.0 1.0 0.0 2.1
Hungary -12.6 -9.0 0.0 0.0
Egypt 0.0 12.9 -2.3 6.9
Russian Federation -18.0 -11.9 -11.6 -9.2

Loans to customers by type [%]

Due to customers by type [%]

Loans by industrial sector: Italy 2015

Eurizon Ethical Funds201520142013
Ethical funds: assets [thousands of euro] 823,000 643,473 404,828
Ethical international equity assets [thousands of euro] 105,100 88,783 80,382
Ethical bond assets [thousands of euro] 401,800 420,844 230,235
Ethical diversified assets [thousands of euro] 316,100 133,847 94,211
Ethical international equity performance [%] 13.7 20.6 25.2
Ethical bond performance [%] 1.2 9.9 3.6
Ethical diversified performance [%] 2.9 5.7 6.1
Percentage of ethical funds to total assets of Italian registered funds [%] 1.4 1.2 0.5
Total assets - Ethical Funds managed for third parties
(FAPA, etc.) [thousands of euro]
787,000 703,000 -

This is the gross performance of funds.

The Eurizon ethical funds are established under Italian law. Eurizon Ethical Diversified Assets: positive contributions to the performance came from the choices on share geographical allocation and from the tactical management of the weight on shares. Rewarding was also the spread long position on peripheral countries of the Eurozone and currency choices.

Eurizon Ethical Bond Assets: positive contributions to the result came from the overweight choices on European peripheral countries, the allocation to the corporate market and the exposure to the US dollar.

Eurizon Ethical International Equity: in comparison to the benchmark, especially the selection of securities and overweight equity exposure on Europe and Japan positively contributed

Fideuram Ethical Funds20152014
Ethical funds: assets [thousands of euro] 32,356 24,869
Fonditalia Ethical Investment R assets [thousands of euro] 28,470 23,784
Fonditalia Ethical Investment R performance [%] 0.8 4.4
Fonditalia Ethical Investment T assets [thousands of euro] 3,885 1,085
Fonditalia Ethical Investment T performance [%] 0.4 4.1
Percentage of ethical funds to total assets of foreign funds [%] 0.07 0.07

This is the gross performance of funds. Fideuram ethical funds are established under Luxembourg law.

Intesa Sanpaolo Group Pension Fund (FAPA)2015
No. companies in the FAPA portfolio 459
No. companies in the FAPA portfolio involved in engagement initiatives 9
% FAPA portfolio subject to engagement to the total FAPA portfolio value 6
% FAPA portfolio subject to engagement to the total FAPA portfolio companies 2

PUBLIC ADMINISTRATION

  Loans to socially useful sectors [millions of euro]2015 20142013
ItalyItalyItaly
Water/energy/environment 664 59 53
Local Health Authority and health/assistance/cultural structures 196 51 11
Local public services 0 81 107
Local public transport 6 0 0
Universities 0 4 0
Infrastructure 328 310 315
Other sectors 146 116 10
  of which:      
Municipalities 15 108 10
Regions 0 0 0
Provinces 2 2 0
Companies and entities benefiting from state loans 0 0 0
Ministries and other state entities 106 5 0
Other 24 0 0
Total   1,340   621   496

Loans to socially useful sectors [millions of euro] 2015 20142013
AbroadAbroadAbroad
Water/energy/environment 0 0 0
Infrastructure 113 0 13
State-controlled companies 0 0 13
Total   113   0   26

COMPLAINTS

COMPLAINTS, PROTESTS AND APPEALS BY CATEGORY1

With regards to Italy, in 2015 50,106 complaints, protests and appeals2, were received, broken down as follows:

  • Loans: they account for 53% of the total. They primarily concern applications lodged by customers or former customers that, in relation to the early redemption of loans with assignment of one-fifth of salary, are claiming the pro-rata refund of fees and/or charges paid at the time of disbursement. To a lesser extent, the applications relating to the applied conditions (including the alleged usurious features and the alleged illegality of compound effects) and reporting errors to the Central Credit Register;
  • Organisational and management issues and functions of Internet sites: they account for 14% of the total. They concern delays in replying to customers’ requests for documentation on transactions carried out over the past decade. There are also operational issues associated with succession management and complaints regarding opening hours, security of premises, waiting times and queues;
  • Payment systems: they account for 15% of the total. They are generally motivated by errors or delays in the execution of operations, non-acceptance of previous disclaimers, fraud suffered through illicit acquisition of online banking credentials, anomalies in the payment of RID/SEPA Direct Debit, mistakes during the issuance and trading of debt securities;
  • Insurance products: they account for 10% of the total. The most frequent causes of complaints are due to settlements (conduct of liquidators, payment of insurance benefits) and the problems associated with administrative aspects (customer assistance, time and content of the information during the relationship); worth noting is the significant increase in applications relating to out-of-court claims for the resolution of disputes for compensation for damage caused by the circulation of vehicles or vessels;
  • Current accounts, deposits and securities portfolios and investment: they account for 5% and 4% of the total respectively. In general, complaints in respect of current accounts concern alleged errors or delays in the execution of customer instructions or the conditions applied to the relationship, while those on investments mainly relate to the trading of derivative products and the placement of funds and insurance policies with financial content.

The data described above include 1,492 requests for clarification, made by the Supervisory Authority after their receipt of complaints lodged by customers and 2,019 claims to alternative dispute resolution Bodies. With reference to the requests made by the Supervisory Authority, it is to be noted that the most common reasons can be traced back, in various ways, to the financing issue. In over 80% of cases the proper conduct of the Bank was confirmed.

In the course of 2015 a total of 49,802 applications were processed (also in the context of ADR procedures), of which 19,027 have been accepted.

The average processing time of complaints and response thereto concerning Italy, is on average lower than the applicable reference regulatory provisions.

With regards to requests received from customers on the protection of personal data, 198 complaints were received in 2015 about breaches of the Privacy Code.

1 Starting from the 2015 Sustainability Report Intesa Sanpaolo provides information, for greater reporting consistency, on the data concerning complaints, protests and appeals, in accordance with the rules on transparency laid down by the Bank of Italy. For this reason the figures are not comparable with the previous editions which referred to the ABI guidelines. The scope of complaints on foreign subsidiaries includes Pravex Bank.

2 Hereinafter referred to jointly as “applications”.

As for the international banks and branches, in 2015 50,059 written complaints were received, broken down as follows, and 434 appeals and protests.

Payment systems(34% of the total) feature the highest number of complaint cases. These applications refer mainly to disputes related to the use of cards (16% of the total), funds transfer operations (8%) and transactions made through ATMs (7%).

Complaints related to loans(personal loans and mortgages) account for 29% of the total (up following the provisions issued by the local Parliament of the Hungarian bank in terms of foreign currency loans and unilateral changes on interest rates to the detriment of the customer) while complaints related to investment and insurance services remain insignificant in terms of percentage (0.8% of the total), because of the still very limited development of its business by the individual subsidiaries.

Complaints about organization, website and other issues account for 25% of the total, while complaints on current accounts, deposits and securities portfolios are limited in number (11% of the total).

As regards the reasons for the disputes, the most common causes are:

  • operational errors (including communication and the information given to the customer): 24%;
  • errors/malfunctions in the use of the equipment: 20%;
  • quality of the service (including the applied economic conditions): 20%;
  • the non-fulfilment of obligations to customers: 14%.

In 2015 a total of 49,318 applications were processed (also in the context of ADR procedures), of which 20,815 written complaints have been accepted.

The average processing time of dossiers vary depending on the subsidiaries and are largely in line with the local laws and regulations.

With regards to complaints for breaches of the Privacy Code, for 2015 the figure is not indicated because the recognition method has changed. An adjustment for the entire Group is currently ongoing.

EQUATOR PRINCIPLES

SOCIAL AND ENVIRONMENTAL RISK ASSESSMENT: EQUATOR PRINCIPLES*

Project financing
Total by category
Category A
4
Total by category
Category B
13
Total by category
Category C
Project details by category A Project details by category B Project details by category C
Industry
  Oil & Gas - 5 -
  Mining 1 - -
  Energy 1 3 -
  Infrastructure 1 4 -
  Other 1 1 -
Region
  America - 7 -
  Europe, Middle East and Africa 3 4 -
  Asia and Oceania 1 2 -
Type of country
  Designated - 7 -
  Non-designated 4 6 -
Independent audit
  Yes 4 13 -
  No - - -

Business loans associated with projects
Total by category
Category A
2
Total by category
Category B
-

Total by category
Category C
-

Project details
by category A
Project details
by category B
Project details
by category C
Industry
 Energy 2 - -
Region
 Europe, Middle East and Africa 2 - -
Type of country
 Designated 1 - -
 Non-designated 1 - -
Independent audit
 Yes 2 - -
 No - - -

* The tables refer to the number of projects financially closed in 2015.