Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
Compliance (social)
G4-DMA Generic Disclosures on Management
Approach
G4-S08 Monetary value of significant fines and
total number of non-monetary sanctions
for non-compliance with laws and
regulations
Labelling of products and services
G4-DMA Generic Disclosures on Management
Approach
Policies for the fair design and sale of
financial products and services
Initiatives to enhance financial literacy by
type of beneficiary
G4-PR3
G4-PR4
Type of product and service information
required by the organisation's procedures
for product and service information and
labeling, and percentage of significant
product and service categories subject to
such information requirements
Total number of incidents of non
compliance with regulations and
voluntary codes concerning product and
service information and labeling, by type
of outcomes
G4-PR5
Results of surveys measuring customer
satisfaction
Customer Privacy
G4-DMA Generic Disclosures on Management
Approach
G4-PR8 Total number of substantiated complaints
regarding breaches of customer privacy
and losses of customer data
About Rabobank's Sustainability Statement for suppliers:
Annual Report: Our contribution to sustainable development,
Making internal management sustainable, page 69
www.rabobank.com/en/about-rabobank/profile/
organisation/kev-documents/index.html
During 2015 Rabobank Group had: 1 non-monetary sanction,
1 fine of more than EUR 100,000,21 cases that were referred
to dispute resolution systems. Rabobank defines significant
fines as those which are more than EUR 100,000.
We inform customers about product risks using financial
brochures: www.afm.nl/nl-nl/consumenten/themas/advies/
verplichte-info/fb
We monitor their success using the confidence monitor:
www.rabobank.com/nl/press/search/2015/20150928-
vertrouwensmonitor-banken.html
www.rabobank.nl/particulieren/voorwaarden/
100% for services in the Netherlands
Total number of cases of non-compliance with regulations
relating to information about products and services and
labelling that resulted in a fine or penalty: 2
Total number of cases of non-compliance with regulations
relating to information about products and services and
labelling that resulted in a warning: 16
Total number of cases of non-compliance with voluntary
codes relating to information about products and services
and labelling:49
Annual Report: Core figures, page 54
Annual Report: Retail customers, page 65
Annual Report: complete customer focus, page 73
Annual Report: complete customer focus, page 73
Number of complaints submitted relating to human rights,
and resolved by formal complaints commissions: 2
Number of complaints received about breaches of
customer privacy by external parties and supported by the
organisation: 16
Number of complaints received about breaches of customer
privacy from regulatory authorities: 4
We report on
the basis of aggregate
registration of incidents
by foreign offices and
related Rabobank
institutions. To ensure
that we can provide
complete and traceable
information across the
whole group
we will be improving the
reporting processes.
Netherlands only
no data available
We report on
the basis of aggregate
registration of incidents
by foreign offices and
related Rabobank
institutions. To ensure
that we can provide
complete and traceable
information across the
whole group
we will be improving the
reporting processes.
We report on
the basis of aggregate
registration of incidents
by offices abroad and
related Rabobank
institutions. To ensure
that we can provide
complete and traceable
information across the
whole group
we will be improving the
reporting processes.
149 Appendices to the corporate social responsibility report 2015
