Loan portfolio by sector Score Rabobank Score Rabobank Rabobank compared to sector Rabobank compared to sector Modules applicable to Rabobank 2013 average* 2013 2012 average* 2012 Dashboard 3.4 Not known 3.4 Above Savings policy 4.0 Equal 3.7 Equal Mortgages 3.4 Equal 3.4 Above - Self-assessment 3.8 3.0 - Management of mortgages 2.2 - 2012: Payment arrears 3.8 Consumer loans 3.4 Above 3.1 Below Investment 2.7 - Quality of investment services (changed assessment method) 2.3 3.6 - Cost transparency 3.1 Above 3.6 Above - Quality of investment services (modified) 3.0 - (2012: Costs of investing) 3.0 - (2012: Distribution fees 2.3 4.2 Banks' customer contact** 3.1 Below 2.9 Below Complaints management 3.8 Below 3.5 Below Sector average represents the average score of the five largest banks and five largest insurance companies in the Netherlands. f Previously known as 'transparency' Rabobank was awarded a score of 3.4 in the AFM Dashboard for Treating Customers Fairly, equal to the previous year's score. The assessment criteria have changed compared to the previous report, meaning full comparison is not possible. A score is awarded in 2013 under Mortgages for mortgage management; separate assessment took place in 2012 with regard to payment arrears. Different criteria were applied for investments to evaluate the quality of investment services. The AFM did not assess the criterion comprehensive change in 2013 in the form of modules and scores. An important qualification regarding the scores is that the assessment always exclusively measures performance in current services and does not take the effects of imminent policy changes into account. Therefore the score is not always in line with developments that took place in a year. Given the efforts already undertaken in 2013, Rabobank expects to achieve further improvements in 2014 in the AFM Dashboard forTreating Customers Fairly. Completion of integration of Friesland Bank The activities of Friesland Bank were transferred to Rabobank Group at the start of 2012. Since 2013, Friesland Bank customers are served by the local Rabobanks. Besides the focus on customer service continuity, a great deal of attention has also been given to the employees of Friesland Bank, some of whom have since transferred to one of the local Rabobanks. in billions of euros 350 300 250 200 150 100 50 2009 2010 2011 2012 2013 0 Food and agri TIS Private individuals Slight decline in domestic retail banking division loan portfolio The effects of the weak Dutch economy were visible in the development of the loan portfolio. The private sector loan portfolio at the domestic retail banking division declined by EUR 3.3 billion in 2013, to EUR 303.1 (306.5) billion. Loans to private individuals consist almost entirely of mortgages, and fell to EUR 211.0 (212.3) billion. This portfolio declined slightly due to higher mortgage repayments by customers in 2013. Loans to trade, industry and services fell 2% to EUR 63.0 (64.4) billion and loans to the food and agri sector also declined by 2% to EUR 29.1 (29.8) billion. 39 Broad range of services in the Netherlands

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Annual Reports Rabobank | 2013 | | pagina 40