The Annual Report was approved by VTB Bank’s Annual General Meeting of Shareholders (Minutes No 56 as of 1 July 2021).

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Around 400 thousand individual customers, faced with a decline in their income, applied for repayment holidays to restructure more than RUB 300 billion in debt. VTB restructured about RUB 230 billion in loans for small and medium-sized businesses, and about RUB 1.3 trillion in loans for large businesses.

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VTB expanded its active customer base of Medium and Small Businesses by 25%, increasing both its loan portfolio and the volume of funding from these customers thanks to the launch of new products and services, as well as the introduction of cutting-edge digital solutions. For medium and small business customers, a new online bank was launched on an omnichannel platform with a unique design, a universal marketplace, a navigation system and an intelligent assistant.
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VTB played an active role in a state mortgage support programme launched in April 2020: during the year, the Bank issued over 63 thousand preferential mortgage loans worth a total of RUB 198 billion. The Bank’s mortgage loan portfolio grew by 35% in 2020 and amounted to RUB 958 billion — an all-time high for VTB Group.
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VTB made significant progress in the digitalisation of its customer service and business processes: most services are available remotely and with a high level of reliability.

A new version of the flagship retail app, VTB Online, was launched; the app, which meets advanced requirements in terms of functionality and security, had more than 10 million users by the end of 2020.

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