non-performing accounts teams are dedicated to specific sectors so that they can gear their
support to the needs of the client wherever possible. This is because sector-specific expertise
is required both in the support phase and during settlement. Throughout this process, the
non-performing accounts teams work closely with the client's account manager, who knows
both the business and its owner well. If investigations reveal that the business has a viable
future, we may decide to continue a loan or even provide additional financing. As part of this,
outside experts, such as interim managers, auditors and sector experts, can help the client
sort matters out. Owing to the current crisis and the fact that clients are provided with exten
sive support, the average amount of time that clients were under active treatment by the
teams increased in 2009. If, despite all efforts, the client relationship has to be terminated, the
bank continues to treat the client with due care, while respecting the rights of third parties.
During 2009, the local Rabobanks were given the possibility of using a flexible pool of additio
nal employees for non-performing accounts. At the start of 2010, they were provided with a
new system for more efficient treatment of non-performing accounts within the limits of their
local powers.This has resulted in better safeguards for the non-performing accounts process
and ensures the amount of the provisions for loan losses can be properly monitored.
Complaints procedure
Rabobank attaches great value to a proper complaints procedure for clients. Lessons can
be learned from every complaint, and these can be used to improve our services further.
The turbulence on the financial markets meant there was a considerable increase in the
number of complaints across the board. The issues we received most complaints about were
investments and disputed ATM and POS transactions with debit and credit cards.
Advertising Code Committee
Private individuals and corporations can submit complaints about advertisements to the
Dutch Advertising Code Committee. During 2009, four complaints were submitted in relation
to Rabobank, Robeco, De Lage Landen and Obvion, and Rabobank International received one
complaint. Regarding one of the complaints, the Committee ruled in favour of the client.
All other complaints were rejected.
Regulatory issues discussed with regulators
Rabobank Group dealt with eight instances of potential violations of regulations relating to
product and client information in 2009. Although none of these instances resulted in a fine,
restorative action has been undertaken.
Safety, security and privacy
Rabobank acknowledges that safety, security and privacy are extremely important to clients
and employees. It is also required by law to comply with requirements concerning the integrity
of and control over its operations and the proper management of business risks. Taking
legislation, known risks and generally accepted standards as its basis, Rabobank Nederland
has specified a minimum level of security and safety for people, buildings and resources,
together with related measures, in its system of standards.
During the year under review, a USB flash drive containing client data accidentally ended
up in the hands of a regional newspaper. The bank informed all affected clients and took
steps to reduce the risk of a recurrence, which included supplying secure USB flash drives.
In 2010, employees will be encouraged to pay additional attention to how confidential
information is handled.
Cyber crime
Rabobank pays constant attention to preventing and combating cyber crime (criminal
activities that target the ICT systems of banks and their clients). We invest substantial amounts
in maintaining the security of virtual channels every year. To promote safe online banking
practices among clients, the banks launched the'3x kloppen'('Knock Three Times') campaign
through the Dutch Banking Association. If a client is suspected of using a computer that has
a virus, their computer is temporarily disconnected from the online banking environment,
and the client is given advice on what steps to take. In addition, a Virtual Channel Security
programme was introduced in 2009.
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Customer care
