COMPOSITION

Retail customers by age bracket

Retail customers by age bracket

Retail customers by years with the bank

Retail customers by years with the bank

Accessibility and distribution channels: Italy201620152014
No. of multi-channel contracts (stock)* 6,929,604 6,322,350 5,708,303
No. of multi-channel contracts (stock)/no of customers 59.4 54.7 49.1
Bank transfers automation percentage 86.2 84.2 81.7
Total bank transfers carried out 51,656,448 45,582,596 33,127,135
Securities automation percentage 78.8 73.6 71.1
Total security trading 8,791,516 10,209,665 10,661,303
Remote Banking: number of active contracts at 157,667 159,719 163,609
Remote Banking: number of orders 126,451,505 142,950,382 162,167,961

* Monitoring of the 2014-2017 Business Plan was carried out for Banca dei Territori Division customers (6.4 million multi-channel contracts at the end of 2016. This does not include customers of Fideuram Intesa Sanpaolo Private Banking, that total around 530 thousand).

Presence in Italian regions with a low population density* 201620152014
Branches ATM Branches ATM Branches ATM
Valle d'Aosta 23 46 23 47 26 45
Basilicata 24 36 24 30 23 25
Sardinia 87 152 88 153 92 140
Molise 15 23 16 24 16 23
Trentino Alto Adige 60 72 60 82 71 88

* Source: ISTAT 2016 Yearbook, resident population at 31/12/2015 and relative area data. Regions considered have less than 100 inhabitants per square kilometre.

Presence of Intesa Sanpaolo Group banks abroad* 201620152014
Branches ATM Branches ATM Branches ATM
Albania 32 49 32 49 32 52
Croatia 248 818 250 870 197 678
Romania 45 55 45 59 71 84
Serbia 166 267 170 260 177 258
Slovakia 234 575 231 572 234 572
Slovenia 52 98 52 98 52 97
Hungary 82 142 83 142 95 156
Egypt 172 348 170 332 170 294
Ukraine 190 216 0 0 0 0
Russian Federation 36 49 50 52 61 59

* The breakdown by country is based on the parent company head office for international subsidiaries (PBZ in Croatia, VUB Banka in Slovakia and CIB Bank in Hungary).

LOANS AND AMOUNTS DUE TO CUSTOMERS

Loans to customer by type

Loans to customer by type

Loans by industrial sector: Italy

Loans by industrial sector: Italy

Amounts due to customer by type

Amounts due to customer by type

ETHICAL FUNDS

Fideuram ethical funds201620152014
Ethical funds: assets [K euro] 39,041 32,355 24,869
Fonditalia Ethical Investment Class R assets [K euro] 28,895 28,470 23,784
Fonditalia Ethical Investment Class R return [%] 2.3 0.8 4.4
Fonditalia Ethical Investment Class T assets [K euro] 10,146 3,885 1,085
Fonditalia Ethical Investment Class T return [%] 2.3 0.4 4.1
Total assets in funds managed by Fideuram and by independent organisations [K euro] 48,263,000 48,759,000 51,742,000

Fund returns are gross. Fideuram ethical funds are registered in Luxembourg.

Intesa Sanpaolo Group pension fund (FAPA)201620152014
No. of companies comprising the pension fund portfolio 609 459 519
No. of engagement initiatives for the pension fund portfolio 6 9 12
% of FAPA portfolio covered by engagement out of the total pension fund portfolio value 0,8 6 6,25
% of FAPA portfolio covered by engagement out of the total companies in the pension fund portfolio 0,5 2 2,3

Eurizon Ethical Funds201620152014
Ethical funds: assets [K euro] 901,491 823,000 643,473
International ethical equity [K euro] 100,155 105,100 88,783
Ethical bonds [K euro] 437,862 401,800 420,844
Diversified ethical assets [K euro] 363,474 316,100 133,847
International equity return [%] 1.9 13.7 20.6
Ethical bond return [%] 3.7 1.2 9.9
Ethical diversified return [%] 2.1 2.9 5.7
Percentage of ethical funds in relation to total fund assets registered in Italy [%] 1.3 1.4 1.2
Total fund assets managed using ESG criteria for third parties [K euro] 866,000 787,000 703,000

Fund returns are gross. Eurizon ethical funds are registered in Italy.

Eurizon Ethical Bonds: the fund's overall performance in the year was positive and above the benchmark. Main contributions to results are due to tactical positioning on markets with bond spreads, and dollar overweight and duration underweight positions in the final part of the year.

Eurizon Ethical Diversified Fund: the fund's overall performance in the year was positive and above the benchmark. Main contributions to results are due to tactical positioning on markets with spreads, and a dollar overweight position, and a duration underweight position in the second part of the year. Negative impact was instead due to equity overweight and duration underweight positions at the start of the year.

Ethical international equity: the fund recorded a positive performance in 2016, but below the benchmark. Compared to the reference benchmark, equity overweight during the first part of the year and some choices of security, particularly among European and US capital, had a negative impact.

CLAIMS

Claims, complaints and appeals20162015
Italy Abroad Group Italy Abroad Group
Loans 33,262 6,302 39,564 26,624 14,507 41,131
Payment systems 7,389 19,793 27,182 7,464 17,173 24,637
Organisational issues, Internet site, other 6,285 7,722 14,007 6,904 12,298 19,202
Insurance products 5,316 182 5,498 4,894 156 5,050
Current accounts, deposits and securities dossier 2,360 5,619 7,979 2,414 5,705 8,119
Investments 1,946 120 2,066 1,806 220 2,026
Total 56,558 39,738 96,296 50,106 50,059 100,165

As concerns requests from customers concerning personal data protection in Italy, 155 complaints were received in 2016 concerning alleged infringements of the Data Protection Act (198 complaints were made in 2015) and 7 appeals were received from the Data Protection Authority.

Since the 2015 Sustainability Report, Intesa Sanpaolo discloses data on claims, complaints and appeals, for a greater consistency in presenting data, according to provisions of the Bank of Italy on transparency. For this reason, data are not comparable with the 2014 edition that referred to ABI guidelines.

EQUATOR PRINCIPLES

PROJECT FINANCE*

 Total Category ATotal Category BTotal Category C
  4 6 1
Sector Category A Category B Category C
Oil and gas 4 1  
Mining      
Energy   3 1
Infrastructure   2  
Other      
Region Category A Category B Category C
Americas 3 1  
Europe, Middle East and Africa (EMEA) 1 3 1
Asia and Oceania   2  
Type of country** Category A Category B Category C
Designated 1 6 1
Not designated 3    
Independent audit Category A Category B Category C
Yes 4 5 1
No   1  

BUSINESS LOANS ASSOCIATED WITH PROJECTS*

 Total Category ATotal Category BTotal Category C
  2 1 0
Sector Category A Category B Category C
Oil and gas 2    
Infrastructure   1  
Region Category A Category B Category C
Europe, Middle East and Africa (EMEA) 2 1  
Type of country** Category A Category B Category C
Designated      
Not designated 2 1  
Independent audit Category A Category B Category C
Yes 1 1  
No 1    

*The tables refer to the number of projects with financial closure in 2016.

**Designated countries: countries considered as having solid environmental and social governance, legal systems and an institutional capacity conceived to protect the population and natural environment. The list of designated countries is available on the Equator Principles Internet site.