Company: BCDRF
Filing Date: 2025-02-28
Form Type: 20-F
Source: 0000891478-25-000054
Chunk: 216

Company: Banco Santander, S.A.
Filing Date: 2025-02-28
Form: 20-F
Chunk 216
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, Halifax, NatWest Gr., Lloyds, HSBC, TSB; Mexico: BBVA, Scotiabank, Banorte, HSBC, Banamex, Banco Azteca; US: Chase, Capital One, Bank of America, PNC, Wells Fargo, KeyBank, Citizens, Citigroup, TD Bank, M&T Bank, Truist.

Annual report 2024 196

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

| 24. Total complaintsA |     |         |         |     |         |      |
|                       |     |         |    2024 |     |         | 2023 |
| SpainB                |     | 156,460 |         |     |  88,326 |      |
| Portugal              |     |   3,588 |         |     |   4,789 |      |
| United KingdomC       |     |  30,778 |         |     |  25,309 |      |
| Poland                |     |   4,209 |         |     |   6,272 |      |
| Brazil                |     |         | 226,976 |     | 207,211 |      |
| Mexico                |     |  71,082 |         |     |  68,565 |      |
| ChileD                |     |  10,458 |         |     |   8,441 |      |
| Argentina             |     |   6,351 |         |     |   5,525 |      |
| US                    |     |   6,256 |         |     |   5,712 |      |
| SCFE                  |     | 165,478 |         |     |  33,074 |      |

A. Compliance metrics based on group-wide criteria, homogeneous for all geographies. Include complaints received through formal channels such as the official complaints service (if exists), public or private consumer organisations and agencies, senior management, customer ombudsmen (if exists), regulator channels.

B. Spain increases due to claims for mortgage origination fees. It includes Open bank S.A.

C. UK increases due to a change in the perimeter in 2024. Excluding the effect of the change of perimeter, formal claims are reduced by 20%.

D