Company: BCDRF
Filing Date: 2025-02-28
Form Type: 20-F
Source: 0000891478-25-000054
Chunk: 21

Company: Banco Santander, S.A.
Filing Date: 2025-02-28
Form: 20-F
Chunk 21
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 that sets us apart. We use surveys, events, direct contact and other channels (with digital channels gaining traction) to enable close dialogue that helps this group understand the business better and communicate with senior management. • Communities. The aim is to understand the needs and challenges of the communities where we operate by gathering information from several sources: • Individuals : the customer experience function runs mass surveys to learn about how the communities we serve perceive our actions. • Non-governmental organizations (NGOs): the Sustainability and Social Action functions engage in two-way communication with the leading civil organizations in our markets. • Under our Environmental, social and climate change risk (ESCC) policy and the Equator Principles , we conduct analyses on the environmental and social risks that our operations might have on our communities.

| For more details, see section'3.2.3 Environmental, social and climate change management' |

Annual report 2024 24

| Contents |     | Business model and strategy |     | Sustainability statement |     | Corporate governance |     | Economic and financial review |     | Riskmanagement and compliance |

#### Our 2024 engagement in numbers
| Employees                                                                                                                                                                                                                                                                                                                       
 83%participation in our Your Voice surveyA                                                                                                                                                                                                                                                                                      
 4,437complaints received through ethical channels                                                                                                                                                                                                                                                                               
 A151,726 employees answered the survey based on the total number of employees eligible to participate, i.e. employees who have been with the organization for less than 3 months, long-term absentees, employees without access to the corporate intranet, and employees without access to the corporate intranet are excluded. |     | Customers                                                
 Over 9.9 millionsurveys to customers                     
 681,636complaints received; resolved or under management |     | Shareholders&Investors                                                                                  
 9,136responses by retail shareholders on the perception of Santander as Simple, Personal and Fair       
 157,632responses by retail shareholders and institutional investors through quality surveys and studies 
 229events with retail shareholders                                                                      
 1,269interactions with institutional investors (109on ESG matters)                                      |     | Communities                                                                                                                                            
 158interactions with NGO enabled us to gather and address the needs of the communities where we operate and to understand the impact of our activities |

Santander also engages with other stakeholders , including suppliers, ESG ratings agencies, regulators and supervisors, political parties and authorities: • Suppliers : we want our value chain to be more sustainable while increasing the Group’s resilience to environmental and