Non-financial statements Governance Business conduct

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6.4.1Business conduct

Complaints relating to customer privacy

(in numbers)	Note	2023	2022	2021	2020	2019
Complaints received from third parties	3.7.2	147	1071	91	89	58
Complaints received from regulatory bodies2	3.7.2	1	-	3	2	-
Total	​	148	107	94	91	58

• ¹ As of reporting year 2023, a more complete classification approach is applied to the figure complaints related to customer privacy received from third parties. The 2022 figure has been adjusted to align with the 2023 approach accordingly.
• ² The complaints received from regulatory bodies are also included in the figure reported for complaints received from third parties.

Complaints handled

(in numbers)	Note	2023	2022	2021	2020	2019
Yes, fully	3.1.3	1,494	1,216	1,600	1,431	1,322
No, not fully but follow-up is clear to me	3.1.3	430	293	314	250	292
No, not fully and the follow-up is unclear to me	3.1.3	218	107	126	107	103
Total	​	2,142	1,616	2,040	1,788	1,717

Complaints settled

(in numbers)	Note	2023	2022	2021	2020	2019
Upheld	3.1.3	3,700	2,856	3,482	3,306	3,213
Rejected	3.1.3	3,136	2,193	2,348	2,082	2,163
Total	​	6,836	5,049	5,830	5,388	5,376

Data breaches

(in numbers)	Note	2023	2022	2021	2020	2019
Notifications of data breaches to the Dutch Data Protection Authority	3.7.2	87	41	43	14	19

Incidents lack of integrity

(in numbers)	Note	2023	2022	2021	2020	2019
Employees	3.7.3	23	10	5	4	9
Advisors and suppliers	3.7.3	63	58	50	45	32
Total	​	86	68	55	49	41

Violations measures taken against employees

(in numbers)	Note	2023	2022	2021	2020	2019
Address behaviour	3.7.3	3	-	1	3	4
Written warning	3.7.3	4	4	3	1	1
Dismissal	3.7.3	3	2	1	-	4
Total	​	10	6	5	4	9