Company: BCDRF
Filing Date: 2025-02-28
Form Type: 20-F
Source: 0000891478-25-000054
Chunk: 144

Company: Banco Santander, S.A.
Filing Date: 2025-02-28
Form: 20-F
Chunk 144
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 |     | Business model and strategy |     | Sustainability statement |     | Corporate governance |     | Economic and financial review |     | Riskmanagement and compliance |

Protecting our customers’ and employees’ information is the responsibility of every Santander employee. We outline this in another policy under our cybersecurity framework: Cybersecurity standards for the protection of Santander, which sets out the principles that we must follow. En 2024, we ran these cybersecurity awareness initiatives for our teams: • Regular ethical phishing exercises to strengthen employees’ and partners’ resilience to cyber threats. • Promote a culture of reporting suspicious incidents or messages through all available channels. • Update to our mandatory cybersecurity training for employees, including security recommendations against malicious attacks by email, text message or phone call, deepfake, phishing, social engineering, and other threats. • Specialized training for high-risk groups such as payment agents, IT professionals and developers, digital asset owners, board members, and executives and their support teams. • Specialized fraud training for contact centre agents and branch employees. • Internal awareness campaigns for all Group employees to keep them up to date with the latest cybersecurity and fraud trends. To boost the protection of our customers online , we ran several initiatives that we assess by measuring their impact. In 2024, these campaigns reached 58% engagement (far exceeding the 10% market benchmark): • Cyber Heroes, an interactive campaign where our customers test their knowledge of online security and fraud prevention in realistic scenarios. It's available in Argentina, Brazil, Chile, Mexico, Portugal, Spain, Poland, and the UK. • Awareness workshops for retail and corporate customers at our branches to explain online threats and how they can reduce them. • Por una vida online y corriente ('Everyday Cyber'), a global cybersecurity awareness campaign to help our customers adopt better online security and fraud detection habits. • Corporate sponsorships, such as Ferrari and League of Legends (an online strategy game), which help us engage more audiences using their unique tones and language. These campaigns follow a multi-channel strategy to reach a global impact. • In other Santander markets, our “Obvious Passwords” cyber campaign in Uruguay received local recognition for its work in raising awareness on such a hot topic as online security for customers. • Titania, remains one of Santander’s key initiatives to raise awareness and promote learning about cybersecurity in the form of a fiction podcast. With over two million plays, it received the prizes for Best Podcast and Best Branded Content at the Ondas Awards in Spain.