2020 ONLINE REPORT We want to help people and businesses prosper in a way that is Simple, Personal and Fair DOWNLOAD ANNUAL REPORT 2020 at the bank Executive chairman's letter and Chief executive officer's letter Business model Our strategy Employees Customers Shareholders Society Other links of interest Board of directors 2020 achievements 2020: In a challenging year, we were there for our employees, customers, shareholders and communities RESULTS €5.1 bn 2020 underlying profit CUSTOMERS 148 mn in Europe and the Americas DIGITAL 42.4 mn digital customers (+15%) EFFICIENCY 47 % 2020 efficiency ratio STRENGTH 12.34 % CET1 EXECUTIVE CHAIRMAN'S LETTER Our purpose is our North Star, guiding our response to the pandemic and the economic crisis READ CHIEF EXECUTIVE OFFICER'S LETTER Our model will allow us to continue to successfully navigate the changing global landscape READ We’re creating a more digital and more responsible bank Our business model Our business model, built on our core strengths of customer focus, scale and diversification, makes us stable and resilient. FIND OUT MORE Our strategy We’re transforming to build the Santander of the future through three initiatives to deliver sustainable growth and boost profitability: One Santander, PagoNxt and Digital Consumer Bank. FIND OUT MORE We want to be the best open financial services platform by acting responsibly and earning our stakeholders’ trust EMPLOYEES 191,000 employees in the group Employees Our team is the backbone of our strategy. It reflects the diversity of the communities we serve and adapts to meet the needs of customers and retain their trust. FIND OUT MORE CUSTOMERS + 148 mn customers Customers Our customers are at the heart of everything we do. Being responsible means offering our customers products and services that are Simple, Personal and Fair. FIND OUT MORE SHAREHOLDERS 4 mn shareholders Shareholders We believe the best way to support our shareholders is to prioritize the health and safety of our employees, help customers and society, and ensure profitable business continuity. FIND OUT MORE SOCIETY €105 mn donated to social causes to fight Covid-19 Society We’re determined to help companies and communities worldwide, and to make the most of the opportunity to tackle challenges like inequality and climate change. FIND OUT MORE Other links of interest SANTANDER. ALL. TOGETHER. NOW. We fulfil our responsibility by supporting our teams, customers and society LEARN ABOUT THE MEASURES TO COMBAT THE IMPACT OF CORONAVIRUS Business model Responsible banking Corporate governance Economic and financial review Risk management and compliance Consolidated annual accounts A responsible bank with robust governance MEET THE BOARD 2020 achievements USEFUL LINKS LEGAL LINKS OF INTEREST © Banco Santander S.A. All rights reserved. Corporate Headquarters: CGS Av. Cantabria s/n 28660 Boadilla del Monte, Madrid (Spain) COOKIE CONFIGURATION For Banco Santander, it is important to adapt to your tastes and preferences. To this end, we use proprietary and third-party cookies to differentiate your experience from that of other users, for analytical purposes and to deliver personalised advertising based on a profile drawn from your browsing habits. You can configure cookies or accept all of them. This banner will remain active until you run one of the two options. For further information, please consult our Cookie Policy. CONFIGURE COOKIES It only takes you a few seconds ACCEPT ALL COOKIES