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