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2021 INTEGRATED MANAGEMENT REPORT

4.2 OUR CUSTOMERS

OTHER MAJOR EXPENDITURE % of contribution to associations assigned to bolstering our stakeholder relationships and defence of the industry ( )

Type of organization Total expense 2021

Fuels Europe Industry association 128,332

CEFIC Industry association 83,786

AOP Industry association 84,000

CUSTOMER COMPLAINTS RELATED TO PRIVACY AND DATA LOSS1

2021 2020

Complaints received by third parties and corroborated by the organisation 2 -

Complaints from regulatory authorities 2 -

Total 4 0

1 No claims in 2020. In 2021, complaints by third parties and regulatory authorities were addressed. The complaint and request for information from the Spanish Data Protection Agency (AEPD) was not admitted by the AEPD and was shelved.

MANAGEMENT OF CLAIMS RECEIVED FROM CUSTOMERS

20211 2020

Claims received 893 12,245

Claims considered valid 643 11,575

Resolved (%) 99.88% 96.43%

Pending closure (%) 0.11% 3.57%

1 The difference between 2020 and 2021 data is due to the sale of the Cepsa Hogar customer portfolio in January 2021. Only including complaints submitted by Cepsa Hogar customers to the customer care service for matters arising prior to the sale. The data on the number of claims relate to complaints managed by the Customer Experience, Customers and Marketing area for all commercial activities included in the scope.