Customer-centricity

Santander Bank Polska has 5 215 000 customers including:

  • Retail customers
  • Small and medium-sized companies
  • Corporations
  • Large enterprises
  • Public sector institutions

More information about our services and approach to clients:

Retail customers – see our 2020 ESG Report.
Business customers – see our 2020 ESG Report.

We consider each banking activity and process from the perspective of the customer and their needs (including, in particular, vulnerable customers such as senior citizens). We focus on providing products and services that give our customers a sense of security, satisfaction and personalised treatment.

In 2020, we founded our customer experience management strategy on three main pillars:

  • Listening to the voice of customer with in-depth analysis of business data and market trends
  • Designing customer experience
  • Customer-centric accompanying projects e.g. plain language standard in communication.

We want to be the first choice bank for customers, so we focus on building long-term relationships based on loyalty and trust.

Inclusive banking

For us, inclusive banking means genuinely caring about and meeting the needs of our different customer groups. It means taking care to tailor the offer, services and communication to all customers, without any exclusions.

Barrier-free banking – we are committed to providing comfortable access to the bank’s services and products to customers with different needs (including people with disabilities, seniors and pregnant women). We rely on experts and customers themselves to help us create the best possible solutions.

Caring for seniors – We tailor our offer to the needs of our customers, which is why we closely follow the demographic changes taking place in the country. Our attention is focused on seniors who have received special care since the beginning of the pandemic.

Customer satisfaction surveys

We survey customer satisfaction with interactions with the bank across most channels, including branches, e-banking, mobile banking and the helpline. Our analyses include measurement of satisfaction and loyalty and quality surveys, including after-sales, relational (conducted on our entire customer base) and benchmarking (showing how we compare to our competitors). In addition, we conduct dedicated research to deepen our customer insight and learn more about their expectations regarding our products and services.

Loyalty survey (NPS)an indicator used to measure customer loyalty and their propensity to recommend a brand is one of the main indicators monitored by the bank. It is also an element of incentive systems for all employees.

Customer Service Quality Survey (SAT-NET)we measure customer satisfaction with the quality of service in call centres using the Net Satisfaction Index Survey (SAT-NET). The survey is conducted with customers who had contact with an advisor in the call centre in the last three months. We check whether the advisors apply partnership communication principles and whether they meet customer expectations.

Responsible sales and marketing

  • General Code of Conduct,
  • Consumer protection policy of Santander Bank Polska S.A.,
  • Policy on commercialisation and monitoring of products and services in Santander Bank Polska,
  • Policy for the acceptance and transfer of incentives in Santander Bank Polska S.A.,
  • Conflict of interest policy,
  • Procedure for controlling the quality of sales of investment products – misselling.
  • Good practices for vulnerable customers service at Santander Bank Polska

We review all sales procedures before they are implemented in order, among other things, to counter the risk of misselling. A key role is played here by the Compliance Area, which also supervises and monitors the process of identifying misselling incidents. Compliance reporting paths provide for escalation of misselling incidents to the Local Marketing and Product Monitoring Committee, the General Compliance Committee, the bank’s Management Board and Audit and Compliance Committee, and the Supervisory Board. An identified misselling incident may result in financial sanctions imposed on the employee found guilty of misconduct.

We are a signatory and founder of the Declaration of Responsible Selling. The purpose of the declaration is to raise and disseminate ethical standards in customer relations, educate business and consumers, increase trust in the financial industry and counteract unfair practices.

In 2020, we underwent an independent audit confirming our compliance with the commitments enshrined in the Declaration. We scored level two on a three-point rating scale.

We make sure that our products and services comply with regulations and that our marketing communications are ethical. These issues at the bank are regulated by:

  • Santander Bank Polska Advertising and Marketing Communications Manual,
  • Procedure for preparation and verification of communication and advertising materials in Santander Bank Polska
  • Communication and advertising guidelines for individual products for retail and business customers.

In 2020:

  • 0

    Total number of non-financial sanctions for non-compliance with laws and regulations (on services and products, product offer and/or customer relations)

  • 0

    Total number of cases of non-compliance with regulations and voluntary codes governing marketing communications

  • 0

    Total number of cases of non-compliance with regulations and voluntary codes concerning labelling and information on products and services

Amount of significant fines and total number of non-financial sanctions for non-compliance with laws and regulations (in respect of services and products, offer and/or customer relations): PLN 23,634,055

In 2020, the President of the Office of Competition and Consumer Protection, in the proceedings concerning the bank’s use of abusive contractual clauses in the appendixes to mortgage loan agreements denominated in CHF and EUR, issued decision no. 12/2020 and declared the clauses describing the bank’s rules for determining exchange rates as abusive, prohibited their use and imposed a financial penalty of PLN 23,634,055 on the bank. The decision is not final as the bank appealed against the decision to the Competition and Consumer Protection Court.

Customer data security

For us, responsible banking is all about ensuring customer security.

Cyber security and appropriate management of technology risks are key. The bank has units actively cooperating with each other, responsible for continuously strengthening the security of transaction systems, tools used by customers in daily banking, customer data, as well as the infrastructure and technology used in the organisation. We are an active member of the Polish Bank Association, we cooperate with CERT and take part in industry conferences.

In 2020:

  • We optimised detection and protection processes to strengthen the bank’s high level of resilience, adequate to the evolving global cyber threats
  • We expanded the bank’s capacity to apply innovative technology solutions and automation to prevent cybercrime more effectively.
  • We persistently developed a culture of cyber security among customers and employees, given the significant increase in the use of the web in everyday life.
  • In line with the requirements of the GDPR (General Data Protection Regulation effective from 25 May, 2018), we protect personal data through systematic measures including updating relevant processes, procedures and policies, changes to data flow and storage management, appropriate communication and incorporating RODO requirements into projects and the way we manage systems.

In 2020, the bank received 28 complaints which represent the total number of justified complaints about the loss of customer data and privacy breaches.