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NON-FINANCIAL INFORMATION STATEMENT FOR 2020 This document is a translation of an original text in Spanish. In case of any discrepancy between the English and the Spanish version, the Spanish version will prevail. This document presents the information required by the Spanish Non-financial and Diversity Information Act of 28 December 2018 and was prepared in accordance with the comprehensive option of the GRI Sustainability Reporting Standards. It has been assured by an independent expert in accordance with ISAE 3000. Therefore, the Non-Financial Information Statement describes the key features of the Bankia Group's business model and risk management; its sustainability plans; environmental, social and employee matters; its policy on human rights; anti-corruption and bribery matters; and the bank's relationship with society. It describes the main policies pursued, actions taken and their outcome, the principal risks and how they are managed, and non-financial key performance indicators. The non-financial information has been prepared considering the European Commission’s communication on 5 July 2017 regarding guidelines on non-financial reporting (methodology for reporting non-financial information, 2017/C 215/01). The information contained in the Non-Financial Information Statement encompasses the Bankia Group’s operations (with the same scope as the consolidated financial statement) in 2020. It contains information that is presented in greater detail in other Bankia Group reports, such as the Annual Corporate Governance Report and the Remuneration Report. The information contained in the “People and talent management” section was prepared considering the Bankia, S.A. scope, except for the “2020 Training plan” which covers the Bankia Group scope. BANKIA NON FINANCIAL INFORMATION STATEMENT FOR 2020 BANKIA GROUP CONTENTS 1. FOREWORD .......................................................................................................................................... 3 a) Letter from the Chairman ............................................................................................................... 3 2. STRATEGY ............................................................................................................................................ 6 a) Backdrop ......................................................................................................................................... 6 b) 2018-2020 Strategic Plan .............................................................................................................. 9 c) Evolution of the 2019-2020 Responsible Management Plan ...................................................... 11 3. ROBUSTNESS AND SECURITY ............................................................................................................ 21 a) Solvency and liquidity ................................................................................................................... 21 b) Internal control and compliance .................................................................................................. 23 c) Tax commitment ........................................................................................................................... 30 d) Information security and privacy .................................................................................................. 31 e) Risk management ......................................................................................................................... 33 4. RESPONSIBLE BANKING .................................................................................................................... 49 a) Corporate governance ................................................................................................................... 49 b) Ethics and integrity ....................................................................................................................... 62 c) Sustainable financing ................................................................................................................... 64 d) Human Rights ............................................................................................................................... 69 e) People and talent management ................................................................................................... 71 f) Responsible purchasing ................................................................................................................ 94 g) Transparency of information ........................................................................................................ 96 5. CUSTOMER FOCUS ............................................................................................................................. 98 a) Responsible marketing ................................................................................................................. 98 b) Business model ........................................................................................................................... 102 c) Innovation and digitalisation ...................................................................................................... 133 d) Accessibility and financial inclusion .......................................................................................... 142 e) Effective management of non-performing loans ....................................................................... 144 6. COMMITMENT TO THE ENVIRONMENT ............................................................................................ 146 a) Social contribution ...................................................................................................................... 146 b) Direct environmental impact ...................................................................................................... 155 APPENDIX I .............................................................................................................................................. 162 APPENDIX II .............................................................................................................................................. 168 BANKIA GROUP | 2 BANKIA NON FINANCIAL INFORMATION STATEMENT FOR 2020 BANKIA GROUP 1. FOREWORD a) Letter from the Chairman 2020 will go down in history as the year of the COVID-19 pandemic. We just closed one of the most difficult years in recent history, in which as a society we have had to deal with a healthcare crisis that continues to have considerable ramifications in terms of the loss of human life and the socio-economic impact. On the production front Spanish GDP shrank by 11% in 2020 and although we expected an intense recovery of the economy in 2021 and 2022, in principle will not return to pre-crisis levels until finally this year. All of Spain’s economic sectors have suffered the consequences, to a greater or lesser degree, of not only the strict lockdown and its implications on spending or investment decisions, but also the ongoing uncertainty caused by the disease. As a cyclical sector, the banking industry has not been immune to this situation or the fallout. The knock-on effects have been felt in our entity. Since the start of lockdown in March we have made the utmost efforts to maintain a close relationship with our customers in their greatest hour of need. Being an essential service, we kept practically all of our branches open in order to provide the best possible service to our customers. This, alongside the excellent operation and security of our digital channels, made it possible for our entity to provide the financial services required by our customers at all given times. This would not have been possible without the commitment of Bankia’s professionals, who throughout the year have demonstrated an amazing ability to adapt to the new context caused by the pandemic and an absolute dedication to customer service. Moreover, in view of the economic impact of the health crisis, we designed solutions and products to support families and businesses affected by the shutdown in activity. We granted payment holidays for mortgages and consumer loans to households which have lost a large portion of their income during the year. Alongside the Spanish Official Credit Institute (ICO), we helped thousands of businesses and self-employed workers preserve the viability of their business ventures with new lines of financing. As such, not only our entity but the industry as a whole has become part of the solution to the problems caused by the crisis, helping to protect family income and production in Spain. Thanks to the banking industry’s efforts in recent years to bolster solvency and liquidity, and the support of monetary authorities, on this occasion banks have the capital and financial strength to continue financing businesses and families. The economic effects of the crisis, together with these actions we have undertaken, have had a direct impact on profit for the year. In 2020 we have recognised EUR 505 million of extraordinary provisions to cover the impacts that the COVID- 19 crisis could have on our lending in the future. These provisions have directly affected profit after tax, which stands at EUR 230 million. Nevertheless, our entity has continued to show great commercial dynamism, reflected in the fact that this year we have once again achieved record market shares in our priority high-value products. This includes reaching a 7.5% share in investment funds management

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