CORPORATE RESPONSIBILITY REPORT Written and verbal complaints filed with the Bank’s Customer Service in 2009 compared to 2008 were as follows: › Loans: 35% versus 45% › Cards: 43% versus 33% › Deposits–cashier transactions: 17% versus 14% › Investment products: 3% versus 4% › E-Banking: 1%, unchanged › Other Banking operations or operations of subsidiaries: 1%, unchanged › Other : <1% versus 2% The Bank’s customer cases handled by the Ombudsman for Banking-Investment Services, of the total cases of banks operating in Greece, rose to 7.8% (2008: 5.8%) of total written complaints and 5.7% (2008: 5.4%) of total phone calls.