Branch Offices

Bankinter has completed the process of brand renewal in its branch offices.

The Network has 523 offices spread nationwide.

 

We go further to be closer to the customer. With developments in technology, an ever greater part of relations between Bankinter and its customers is conducted remotely. In this new context, the branch office becomes a place for giving more personalised in-depth advice, a place offering the highest level of added value. To evaluate the quality of service, the Bank’s Audit area audited 120 business units belonging to the Branch Network in 2014, which represents 24.79% of the total of all general branches, business and corporate banking centres (484).

The Branch Network also has a commercial protocol as a reference framework for developing a distinctive commercial style of its own that gives tangible expression to the Bank's values in its relations with existing and potential customers.

The Bank has different types of offices:

General Branches. The Bank's existing customers are handled through this network, which also strives to capture new customers, both private individuals and businesses. In 2014 Bankinter completed the process of brand renewal in these offices, located in medium-size and large population centres, giving them a more modern and functional image. All the general branch offices have a Personal Banking and retail specialist.

Of the 360 offices in the Network, 98.3% have a ATM, the total number of ATMs at year-end being 356 (the main Madrid office and the main Alcobendas branch each have two ATMs).

Business Centres. The business centres are dedicated to medium-sized companies and are mainly located in industrial estates with a view to providing the best commercial service. Bankinter ended 2014 with 78 business centres, distributed among the nine regional organisations of which the Bank is composed (not counting Madrid Corporate, which has only Corporate Banking personnel), with a total headcount of 212 specialists, plus another 236 Business Banking specialists spread among the General Branches.

Corporate Banking. Larger businesses and major corporates are attended to in the Bank’s 46 Corporate Centres spread among the ten regional organisations. These centres have a workforce of 186 employees, as well as two more specialists in the main Guadalajara and Ciudad Real branches.

Private Banking. The specific needs of the Private Banking segment are covered by Bankinter's 39 specialised centres in the major cities if Spain and the 192 specialists that work in them.

The Sustainable Office
One of the projects included in the Sustainability Plan is the Sustainable Office, a branch–trial laboratory in which the Bank seeks and tries out the most environmentally and socially efficient solutions so as to be able to export them to the rest of the offices in the Network.
This branch, in its design, its functional aspects and its use of space, takes account of environmental and cost efficiency (measuring, control, reduction and offset of emissions produced), as well as of accessibility for all customer groups, regardless of physical capacity or age.
The installations have been completely overhauled taking account of the highest standards of accessibility, those required by ISO 170001, so that all aspects are considered in order to cover the needs of any disability. Thanks to all these improvements this branch was the first banking office
to obtain certification of universal accessibility under ISO 170001.
In the environmental field, Bankinter carried out an exhaustive measurement of the branch’s ‘carbon footprint’, with detailed handling of CO2 emissions, - direct, indirect and induced - produced by its activity: from the consumption of electricity, water and materials, through the use of furniture and IT equipment to those deriving from employee travel.

Remote network

The intensification of sales efforts in the Remote Networks has led to growth of 2%, breaking the trend of previous years.

Level of recommendation
23.37% in December 2014

The link joining the physical branch and the Internet. The Remote Networks have undergone a great transformation since 2010, with increasing emphasis placed on proactive sales activity geared to results as well as customers. In the Handling area, previously called Telephone Banking, this strategy bore fruit in 2014, with growth of 2% against the previous year, reversing the declining trend of previous years. This platform now generates revenues far in excess of the costs needed to maintain it.

From the ‘Contact Centre’, proactive sales work has intensified, without affecting the quality of the service; customers have been informed of the commercial offers most suited to their profile and habits 24 hours a day, 365 days a year. Moreover relations are no longer confined to the telephone but have been extended to include e-mail.

The service is provided from facilities of Bankinter in Spain and always with professionals from the region. Together with Internet, it is usually the channel with the best quality as perceived by customers, with an annual average of 81.47 points on the NSI (net satisfaction index).

Distance Care Area
Customers no longer need a physical place in which to meet with the Bank. Now they require the Bank to be present by e-mail and telephone. In order to attend to customers from any Remote Network, Bankinter has specialist teams, remote care agents who look after existing customers, offering them products and services appropriate to their profile. This is one of the Bank's most significant initiatives, to the extent that remote care customers now account for 50% of Retail customers.
The service, which is provided to the Retail, Personal Banking and Partnet Banking segments and the Agent Network, achieves a high degree of efficiency, supported by the Bank's CRM system. CRM is the area responsible for knowing the customers and their needs, preferences and all relevant aspects. Supported by data and interaction with the branch network and the construction of predictive models, Bankinter's CRM constitutes a competitive advantage for the Bank and receives international recognition year after year.

Office hours and contact telephone numbers are shown hereunder:

Multi-channel banking

Bankinter has improved its online broker service, allowing its customers to trade in equities using their tablets and smartphones.

Internet is the channel with the most growth in terms of the number of new customers, and it also continues to be the one most used.

Ever less physical presence, and ever more remote connection. Bankinter adapts to customers' behaviour and their need for instant response by means of the multi-channel approach, meaning that a customer can start interacting with the Bank through a given channel and then switch to a different one without any information being lost, and without any extra effort.

The channel showing the most growth in terms of the number of new customers was the Internet, which continued to be the most used channel, accounting for 47.7% of all customer transactions. As for the other channels, 11.16% of transactions were carried out by mobile phone and 4.31% through Telephone Banking.

The proportion of active Bankinter customers operating through the Internet channel is increasing year after year.

The penetration rate at the end of 2014 was 62.91% By segment, the rate was 59.06% in Retail; 67.48% in Private Banking; and 63.67% in Personal Banking.

Website

Bankinter's website (bankinter.com) is a management and information tool for all the Bank's stakeholder groups. Over the course of 2014 the Bank improved its user-friendliness and rounded out its offering of services.

The Bank has designed and implemented a new and more streamlined process for registering new payroll account customers as part of the drive to push business through digital channels. It also made available to customers a new service, free of charge, called ‘Tailored Investment’, which offers a personalised investment proposition adapted both to clients' preferences and to their risk profile. It includes the monitoring of investments made, with SMS or e-mail alerts informing clients of recommended changes or adjustments depending on the particular market conditions at the time.

Go to bankinter website

Online broker

Bankinter's online brokerage service (broker.bankinter.com) offers a wide range of products and services for customers to operate on the stock exchange with spot transactions, derivatives, ETFs, etc. Investors also have at their disposal various tools for improving risk management: stop orders, dynamic orders, referenced orders, related orders, conditional and restricted orders, etc.

Bankinter has rounded out the online broker's value proposition by means of:

  • Inclusion of new listed products such as Bonus, Discounts, InLine, Stay and Turbos, products that are issued as warrants.
  • Implementation of the new broker application, which completes the existing one and includes the possibility of carrying out stock exchange purchase and sale transactions from tablets and smartphones.

Go to online broker

Companies

Bankinter has also carried out initiatives to improve the quality of the service offered to companies. Empresas.bankinter.com now has new features such as:

  • Incorporation of the process of handling discrepancies in opening L/Cs.
  • Adaptation to SEPA regulations: registration of new direct debits, payment advices to recipient and adaptation of the bill query process.

Go to business website

Social Media

The number of followers and the interaction with users of social media increased substantially during the year as a result of more proactive online communication and an increase in the quality of the information issued.

Bankinter is the Spanish bank with the highest ratio of number of followers on Twitter and Facebook to total assets managed.

An ever larger community. Bankinter took a big step forward in managing social media during 2014. In 2013 Bankinter initiated a businessfocused plan to exploit the full potential of this channel, and the past twelve months have served to intensify and consolidate this strategy. Social media now form part of the Bank's core identity. Bankinter has succeeded in integrating this corporate communication channel into the day-to-day banking activity.

Through the various social networks in which it is present (Twitter, Facebook, LinkedIn, etc.), the Bank monitors online information that is of interest, communicates relevant contents, focuses its activity on business, carries out customer service work, improves its online reputation, captures talent and helps build the corporate brand. In short, Bankinter uses social media to cement its relations with customers and all areas of the Bank, as well as accelerating the growth of the business.

Bankinter's good performance in these new environments is plain when we look at the statistics. Increased communication activity in these digital channels prompted a 109% rise in the number of followers on Facebook, to 52,844. Bankinter was the bank with the biggest increase in the number of Facebook followers. The number of followers on Twitter increased by 48% to 36,141, confirming the Bank as the institution with the largest number of followers in the Spanish financial sector. On LinkedIn the presence also increased, by 62%, to reach 9,126. The Bank's use of LinkedIn, which is a professional network, has been held up as an example by LinkedIn itself in its good practices campaigns.

Once again we should highlight the Bankinter Blog, which consolidated its audience at more than 80,000 visits a month in the last five months of the year. According to Google Analytics, total visits for the whole year were 846,018 , which is 5.6 times the number of visits in 2013. In recognition of the interesting nature of the various contents offered by the blog, which help the public to take better informed financial decisions and to better understand the economic environment in which it lives, Bankinter's blog
was named one of the five best corporate blogs in Europe in the Digital Communications Awards held in Berlin.

Among the content generated by the Bankinter Blog we would highlight the topical information produced daily by the Bank's team of analysts, offering everything from investment tips to analyses of listed companies, passing through comments on news of economic interest and reports on financial variables such as trends in house prices.

This strategy has made Bankinter the listed Spanish company with the best ratio of followers to assets under management according to data of the social media themselves and of the CNMV (National Securities Market Commission).

Facebook Campaign
As well as reaching the final of the Digital Communications Awards with its blog, another of Bankinter's campaigns sparking most interest on social media was its campaign entitled ‘Would you pass a fourth year primary school exam?’. With the idea of linking up with corporate social responsibility, the Bank conducted an economic training campaign in schools by means of Nintendo game consoles. Bank employees travelled to the schools and, addressing fourth-year primary pupils, made connections between aspects they had seen in the game and economic and financial concepts. The objective was to promote values of financial culture (work, saving, etc.) among schoolchildren. Subsequently, the Bank transferred this action to social media, with
a game asking the community to see if they could pass a fourth-year primary school exam using real questions from such an exam. More than 10,000 people took part in the action in barely one month.

Agent Network

The incorporation of 100 new agents enabled Bankinter to capture €1.23 billion of assets.

The best year in the history of the Network. The business model of Bankinter's Agent Network, one of the country's biggest, is based on an association between the Bank and highly qualified professionals from the world of finance and advisory services. Bankinter and the agent share the margins earned on financial transactions without incurring the costs of traditional branches.

Created in order to drive the Bank's business and profitability, this Network traditionally focused on Retail Banking and mortgage loans. However, in 2010 a new strategic approach was decided on, and it switched its attention to Private Banking.

The Bank's emphasis on this business led to the incorporation of 100 new agents in 2014, enabling more than €1.23 billion of assets under management to be captured (investment funds, fixed income and equities). As regards the contribution to the various business areas, the Agent Network accounted for 14% of Private Banking, with a net increase in assets (excluding market variations) of more than €1.3 billion (37% of the Bank's total). In investment funds, the figure amounted to more than €1.9 billion, 17.2% of the total; 78 SICAVs, 22% of the total volume managed; and in equities, 9% of the total, at around €1.5 billion.

Agents' convention
The 100 best agents of Bankinter meet every year for some working sessions, which on this occasion were attended by the CEO and three other members of the Bank's Management Committee. The 2014 convention was a great opportunity to hear first-hand the financial plays of some of the major international asset managers, as well as the Bankinter analysts department's view on the future of the markets.

Partnet Banking

Partnet Banking is one of the most innovative and efficient areas of Bankinter, with a unique business model based on the alliance between the Bank and its partners.

The area boosted its activity in Private Banking and Corporate Banking.

Partnet Banking is an innovative and unconventional way of building customer relationships. It is a unique business model in banking, consisting of building alliances between the Bank and its partner firms, which then leads to the opening of virtual offices. The Bank supplies the technology and tailored financial products for the partner's employees, associates, customers and suppliers; and the partner, with which the Bank shares the profits by means of an agreement, facilitates Bankinter's access to potential customers.

The heir to what was formerly known as Virtual Banking, which started 23 years ago as an initial experiment with Accenture and was renamed two years ago as Partnet Banking ('partner' plus 'network'), it is a complementary network to the Branch Network, and the second most important by volume of business after the Branch Network, ahead of the Agent Network. Its great strength comes from the long-term agreements signed with major Spanish companies and multinationals established in Spain, including notably Atresmedia, Accenture, Mediaset, Meliá, Cepsa, EY, McKinsey, IBM and HP.

In 2014 we reached 398 ‘Partnet offices’, branches with no physical structure, with the consequent cost savings, but which are however recognised by Banco de España and operate in the same way as any other bank branch. They already have 33,506 active customers and contribute 5% of the Bank's gross margin.

This business area has played an important role in the growth of Private Banking, with AUM increasing by 19%. This customer segment is confirming its position as one of the pillars of the Partnet banking network.

Branch Offices

Bankinter has completed the process of brand renewal in its branch offices.

The Network has 523 offices spread nationwide.

 

We go further to be closer to the customer. With developments in technology, an ever greater part of relations between Bankinter and its customers is conducted remotely. In this new context, the branch office becomes a place for giving more personalised in-depth advice, a place offering the highest level of added value. To evaluate the quality of service, the Bank’s Audit area audited 120 business units belonging to the Branch Network in 2014, which represents 24.79% of the total of all general branches, business and corporate banking centres (484).

The Branch Network also has a commercial protocol as a reference framework for developing a distinctive commercial style of its own that gives tangible expression to the Bank's values in its relations with existing and potential customers.

The Bank has different types of offices:

General Branches. The Bank's existing customers are handled through this network, which also strives to capture new customers, both private individuals and businesses. In 2014 Bankinter completed the process of brand renewal in these offices, located in medium-size and large population centres, giving them a more modern and functional image. All the general branch offices have a Personal Banking and retail specialist.

Of the 360 offices in the Network, 98.3% have a ATM, the total number of ATMs at year-end being 356 (the main Madrid office and the main Alcobendas branch each have two ATMs).

Business Centres. The business centres are dedicated to medium-sized companies and are mainly located in industrial estates with a view to providing the best commercial service. Bankinter ended 2014 with 78 business centres, distributed among the nine regional organisations of which the Bank is composed (not counting Madrid Corporate, which has only Corporate Banking personnel), with a total headcount of 212 specialists, plus another 236 Business Banking specialists spread among the General Branches.

Corporate Banking. Larger businesses and major corporates are attended to in the Bank’s 46 Corporate Centres spread among the ten regional organisations. These centres have a workforce of 186 employees, as well as two more specialists in the main Guadalajara and Ciudad Real branches.

Private Banking. The specific needs of the Private Banking segment are covered by Bankinter's 39 specialised centres in the major cities if Spain and the 192 specialists that work in them.

The Sustainable Office
One of the projects included in the Sustainability Plan is the Sustainable Office, a branch–trial laboratory in which the Bank seeks and tries out the most environmentally and socially efficient solutions so as to be able to export them to the rest of the offices in the Network.
This branch, in its design, its functional aspects and its use of space, takes account of environmental and cost efficiency (measuring, control, reduction and offset of emissions produced), as well as of accessibility for all customer groups, regardless of physical capacity or age.
The installations have been completely overhauled taking account of the highest standards of accessibility, those required by ISO 170001, so that all aspects are considered in order to cover the needs of any disability. Thanks to all these improvements this branch was the first banking office
to obtain certification of universal accessibility under ISO 170001.
In the environmental field, Bankinter carried out an exhaustive measurement of the branch’s ‘carbon footprint’, with detailed handling of CO2 emissions, - direct, indirect and induced - produced by its activity: from the consumption of electricity, water and materials, through the use of furniture and IT equipment to those deriving from employee travel.

Remote network

The intensification of sales efforts in the Remote Networks has led to growth of 2%, breaking the trend of previous years.

Level of recommendation
23.37% in December 2014

The link joining the physical branch and the Internet. The Remote Networks have undergone a great transformation since 2010, with increasing emphasis placed on proactive sales activity geared to results as well as customers. In the Handling area, previously called Telephone Banking, this strategy bore fruit in 2014, with growth of 2% against the previous year, reversing the declining trend of previous years. This platform now generates revenues far in excess of the costs needed to maintain it.

From the ‘Contact Centre’, proactive sales work has intensified, without affecting the quality of the service; customers have been informed of the commercial offers most suited to their profile and habits 24 hours a day, 365 days a year. Moreover relations are no longer confined to the telephone but have been extended to include e-mail.

The service is provided from facilities of Bankinter in Spain and always with professionals from the region. Together with Internet, it is usually the channel with the best quality as perceived by customers, with an annual average of 81.47 points on the NSI (net satisfaction index).

Distance Care Area
Customers no longer need a physical place in which to meet with the Bank. Now they require the Bank to be present by e-mail and telephone. In order to attend to customers from any Remote Network, Bankinter has specialist teams, remote care agents who look after existing customers, offering them products and services appropriate to their profile. This is one of the Bank's most significant initiatives, to the extent that remote care customers now account for 50% of Retail customers.
The service, which is provided to the Retail, Personal Banking and Partnet Banking segments and the Agent Network, achieves a high degree of efficiency, supported by the Bank's CRM system. CRM is the area responsible for knowing the customers and their needs, preferences and all relevant aspects. Supported by data and interaction with the branch network and the construction of predictive models, Bankinter's CRM constitutes a competitive advantage for the Bank and receives international recognition year after year.

Office hours and contact telephone numbers are shown hereunder:

Multi-channel banking

Bankinter has improved its online broker service, allowing its customers to trade in equities using their tablets and smartphones.

Internet is the channel with the most growth in terms of the number of new customers, and it also continues to be the one most used.

Ever less physical presence, and ever more remote connection. Bankinter adapts to customers' behaviour and their need for instant response by means of the multi-channel approach, meaning that a customer can start interacting with the Bank through a given channel and then switch to a different one without any information being lost, and without any extra effort.

The channel showing the most growth in terms of the number of new customers was the Internet, which continued to be the most used channel, accounting for 47.7% of all customer transactions. As for the other channels, 11.16% of transactions were carried out by mobile phone and 4.31% through Telephone Banking.

The proportion of active Bankinter customers operating through the Internet channel is increasing year after year.

The penetration rate at the end of 2014 was 62.91% By segment, the rate was 59.06% in Retail; 67.48% in Private Banking; and 63.67% in Personal Banking.

Website

Bankinter's website (bankinter.com) is a management and information tool for all the Bank's stakeholder groups. Over the course of 2014 the Bank improved its user-friendliness and rounded out its offering of services.

The Bank has designed and implemented a new and more streamlined process for registering new payroll account customers as part of the drive to push business through digital channels. It also made available to customers a new service, free of charge, called ‘Tailored Investment’, which offers a personalised investment proposition adapted both to clients' preferences and to their risk profile. It includes the monitoring of investments made, with SMS or e-mail alerts informing clients of recommended changes or adjustments depending on the particular market conditions at the time.

Go to bankinter website

Online broker

Bankinter's online brokerage service (broker.bankinter.com) offers a wide range of products and services for customers to operate on the stock exchange with spot transactions, derivatives, ETFs, etc. Investors also have at their disposal various tools for improving risk management: stop orders, dynamic orders, referenced orders, related orders, conditional and restricted orders, etc.

Bankinter has rounded out the online broker's value proposition by means of:

  • Inclusion of new listed products such as Bonus, Discounts, InLine, Stay and Turbos, products that are issued as warrants.
  • Implementation of the new broker application, which completes the existing one and includes the possibility of carrying out stock exchange purchase and sale transactions from tablets and smartphones.

Go to online broker

Companies

Bankinter has also carried out initiatives to improve the quality of the service offered to companies. Empresas.bankinter.com now has new features such as:

  • Incorporation of the process of handling discrepancies in opening L/Cs.
  • Adaptation to SEPA regulations: registration of new direct debits, payment advices to recipient and adaptation of the bill query process.

Go to business website

Social Media

The number of followers and the interaction with users of social media increased substantially during the year as a result of more proactive online communication and an increase in the quality of the information issued.

Bankinter is the Spanish bank with the highest ratio of number of followers on Twitter and Facebook to total assets managed.

An ever larger community. Bankinter took a big step forward in managing social media during 2014. In 2013 Bankinter initiated a businessfocused plan to exploit the full potential of this channel, and the past twelve months have served to intensify and consolidate this strategy. Social media now form part of the Bank's core identity. Bankinter has succeeded in integrating this corporate communication channel into the day-to-day banking activity.

Through the various social networks in which it is present (Twitter, Facebook, LinkedIn, etc.), the Bank monitors online information that is of interest, communicates relevant contents, focuses its activity on business, carries out customer service work, improves its online reputation, captures talent and helps build the corporate brand. In short, Bankinter uses social media to cement its relations with customers and all areas of the Bank, as well as accelerating the growth of the business.

Bankinter's good performance in these new environments is plain when we look at the statistics. Increased communication activity in these digital channels prompted a 109% rise in the number of followers on Facebook, to 52,844. Bankinter was the bank with the biggest increase in the number of Facebook followers. The number of followers on Twitter increased by 48% to 36,141, confirming the Bank as the institution with the largest number of followers in the Spanish financial sector. On LinkedIn the presence also increased, by 62%, to reach 9,126. The Bank's use of LinkedIn, which is a professional network, has been held up as an example by LinkedIn itself in its good practices campaigns.

Once again we should highlight the Bankinter Blog, which consolidated its audience at more than 80,000 visits a month in the last five months of the year. According to Google Analytics, total visits for the whole year were 846,018 , which is 5.6 times the number of visits in 2013. In recognition of the interesting nature of the various contents offered by the blog, which help the public to take better informed financial decisions and to better understand the economic environment in which it lives, Bankinter's blog
was named one of the five best corporate blogs in Europe in the Digital Communications Awards held in Berlin.

Among the content generated by the Bankinter Blog we would highlight the topical information produced daily by the Bank's team of analysts, offering everything from investment tips to analyses of listed companies, passing through comments on news of economic interest and reports on financial variables such as trends in house prices.

This strategy has made Bankinter the listed Spanish company with the best ratio of followers to assets under management according to data of the social media themselves and of the CNMV (National Securities Market Commission).

Facebook Campaign
As well as reaching the final of the Digital Communications Awards with its blog, another of Bankinter's campaigns sparking most interest on social media was its campaign entitled ‘Would you pass a fourth year primary school exam?’. With the idea of linking up with corporate social responsibility, the Bank conducted an economic training campaign in schools by means of Nintendo game consoles. Bank employees travelled to the schools and, addressing fourth-year primary pupils, made connections between aspects they had seen in the game and economic and financial concepts. The objective was to promote values of financial culture (work, saving, etc.) among schoolchildren. Subsequently, the Bank transferred this action to social media, with
a game asking the community to see if they could pass a fourth-year primary school exam using real questions from such an exam. More than 10,000 people took part in the action in barely one month.

Agent Network

The incorporation of 100 new agents enabled Bankinter to capture €1.23 billion of assets.

The best year in the history of the Network. The business model of Bankinter's Agent Network, one of the country's biggest, is based on an association between the Bank and highly qualified professionals from the world of finance and advisory services. Bankinter and the agent share the margins earned on financial transactions without incurring the costs of traditional branches.

Created in order to drive the Bank's business and profitability, this Network traditionally focused on Retail Banking and mortgage loans. However, in 2010 a new strategic approach was decided on, and it switched its attention to Private Banking.

The Bank's emphasis on this business led to the incorporation of 100 new agents in 2014, enabling more than €1.23 billion of assets under management to be captured (investment funds, fixed income and equities). As regards the contribution to the various business areas, the Agent Network accounted for 14% of Private Banking, with a net increase in assets (excluding market variations) of more than €1.3 billion (37% of the Bank's total). In investment funds, the figure amounted to more than €1.9 billion, 17.2% of the total; 78 SICAVs, 22% of the total volume managed; and in equities, 9% of the total, at around €1.5 billion.

Agents' convention
The 100 best agents of Bankinter meet every year for some working sessions, which on this occasion were attended by the CEO and three other members of the Bank's Management Committee. The 2014 convention was a great opportunity to hear first-hand the financial plays of some of the major international asset managers, as well as the Bankinter analysts department's view on the future of the markets.

Partnet Banking

Partnet Banking is one of the most innovative and efficient areas of Bankinter, with a unique business model based on the alliance between the Bank and its partners.

The area boosted its activity in Private Banking and Corporate Banking.

Partnet Banking is an innovative and unconventional way of building customer relationships. It is a unique business model in banking, consisting of building alliances between the Bank and its partner firms, which then leads to the opening of virtual offices. The Bank supplies the technology and tailored financial products for the partner's employees, associates, customers and suppliers; and the partner, with which the Bank shares the profits by means of an agreement, facilitates Bankinter's access to potential customers.

The heir to what was formerly known as Virtual Banking, which started 23 years ago as an initial experiment with Accenture and was renamed two years ago as Partnet Banking ('partner' plus 'network'), it is a complementary network to the Branch Network, and the second most important by volume of business after the Branch Network, ahead of the Agent Network. Its great strength comes from the long-term agreements signed with major Spanish companies and multinationals established in Spain, including notably Atresmedia, Accenture, Mediaset, Meliá, Cepsa, EY, McKinsey, IBM and HP.

In 2014 we reached 398 ‘Partnet offices’, branches with no physical structure, with the consequent cost savings, but which are however recognised by Banco de España and operate in the same way as any other bank branch. They already have 33,506 active customers and contribute 5% of the Bank's gross margin.

This business area has played an important role in the growth of Private Banking, with AUM increasing by 19%. This customer segment is confirming its position as one of the pillars of the Partnet banking network.