MATTERS OF INTEREST
CONTENTS
This is the BBVA Group’s seventh corporate responsibility report, and it contains information on the Group’s
performance in this matter in 2008. As in 2007, the information is presented according to a structure centred
on those issues deemed to be of significance by our stakeholders and reviewed in the light of the current global
economic situation. This approach focuses debate and more clearly addresses the nature of the Group’s main
commitments and operations. Furthermore, the scope of the data has been extended to include BBVA Compass,
unless express mention is made otherwise.
This report has been rated A+ by GRI-G3, including the financial sector
supplement. With a view to enhancing the reading experience, this year’s
report is also available in digital magazine format at http://rrc.bbva.com
in a single document that presents abundant supplementary information
along with supporting videos.
CR PRINCIPLES AND POLICY
STAKEHOLDER
ENGAGEMENT
CUSTOMER FOCUS
FINANCIAL INCLUSION
RESPONSIBLE FINANCE
RESPONSIBLE PRODUCTS
AND SERVICES
RESPONSIBLE MANAGEMENT
OF HUMAN RESOURCES
RESPONSIBLE PROCUREMENT
ENVIRONMENTAL MANAGEMENT
AND CLIMATE CHANGE
COMMUNITY INVOLVEMENT
CORPORATE VOLUNTEER WORK
PAGE
2 CONTENTS
3 PROFILE
5 DIALOGUE WITH THE CHAIRMAN
8
15
21
26
31
36
41
51
54
60
68
•Vision, corporate principles and positioning •Business strategy •Corporate
responsibility at BBVA •CRR strategic plan •Corporate governance system
•Compliance system and procedures •Precautionary principle: risk management
•Standards of conduct, commitments and international agreements •Value creation
for stakeholders
•Identification and dialogue with BBVA stakeholders •Management integration of stakeholder
expectations •Reporting to stakeholders •Relevant issues within today’s crisis scenario
•Sensitive issues in 2008
•Quality, satisfaction and customer service •Access to credit •Adaptability •Security,
customer protection and business continuity •Transparency, advertising and labelling
•Multichannel banking
•BBVA Microfinance Foundation •Fondo BBVA Codespa Microfinanzas •Banking penetration
plan for Latin America •Banking for migrants: Dinero Express and BTS
•Responsible risk management at BBVA •Large companies and project finance •Environmental
risk management: Ecorating •Policy on financing the defence sector •Over-indebtedness
•BBVA Group presence in offshore financial centres •Preventing money laundering and the
financing of terrorist activities
•Socially Responsible Investment (SRI) •Social Provision •BBVA Families Plan
•Support for exporters and ADF •Public institutions •Private not-for-profit organisations
•Environmental products and services
•Employees’ profile •Employment and recruitment •Appraisal, professional development
and reward •Training and knowledge management •Passion for people •Personal benefits
•Non-discrimination, equal opportunities and reconciling work and personal life •Internal
communication •Work climate •Freedom of association: trade union representation
and settling of conflicts •Health and safety at work
•Corporate procurement model and policy •Principles applicable to those parties involved
in the BBVA procurement process •Supplier approval system •Procurement and management
tools •Responsible projects with suppliers
•Direct impacts: Global Eco-efficiency Plan 2008-2012 •Climate change: risk and opportunity
•Training, environmental awareness and environmental patronage
•Key features and figures •BBVA Group foundations •Latin America •Spain •United States
•Ruta Quetzal •Research department
•In Spain •In Mexico •In Latin America •In the United States
71 GLOBAL COMPACT AND MILLENNIUM GOALS
73 ASSURANCE REPORT AND REPORT CRITERIA
76 GRI INDICATORS
78 KEY INDICATORS OF CORPORATE RESPONSIBILITY
79 SUSTAINABILITY RATINGS, PRIZES AND AWARDS
80 ACHIEVEMENTS IN 2008 AND GOALS FOR 2009
Supplementary information in the corresponding chapter at http://rrc.bbva.com
Supporting video on CRR TV at http://rrc.bbva.com
CONTENTS
Corporate Responsibility Report 2008
2
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