- About Santander
Bank Polska - Strategy
and Management - Customers
- Introduction
- Our priorities – Bank As You Want It
- Multichannel approach – anyway you like it
- Accessible to all – You can count on us
- Security first
- Excellent customer service
- Ethical communication – simple and friendly language
- Responsible selling and prevention of misselling
- Our approach to complaints
- Knowledge that pays off
- Products and initiatives for retail customers
- Products and initiatives for SME customers
- Products and initiatives for customers of the Business and Corporate Banking Division
- Corporate and investment banking
- Support to customers in financial difficulty
- Employees
- Social
Engagement - About
the report
Security first
GRI:
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[Custom indicator 7]
Measures implemented to ensure security of customers’ personal data
Measures implemented to ensure security of customers’ personal data
Go to GRI list -
[103-1, 103-2 and 103-3]
for Aspects: Security of services, transactions and customer data
for Aspects: Security of services, transactions and customer data
Go to GRI list
Security, in its various aspects, is an absolute priority for any financial institution.
We ensure the security of our customers’ funds, customer data and banking operations executed by our customers in all the available channels, supported by expertise and advanced technology.
Being fully aware of today’s risks we take all possible preventive measures using different tools. Our bank has a CyberSecurity Department in place, which introduced numerous activities aimed at improving the security of services, transactions and customer data.
Examples of our activities in the area of security
- We introduced a new Global Cybersecurity Standard, based on world-leading models applied in international organisations as well as in the Santander Group.
- We are continuously improving and upgrading the area of detecting and managing cyber threats. To this end we are expanding our cooperation on cybersecurity risk prevention, updating our policies to meet the latest guidelines and developing prevention measures.
- We have held consultations as part of the cybersecurity programmes and projects implemented in the bank.
- We have had security audits carried out by third – party companies.
- We publish information about current threats addressed to customers and employees.
- We are continually developing and upgrading controls aimed at ensuring the highest quality of security.
- We implement special protection measures to secure workstations of employees working remotely.
- Our bank cooperates with other organisations on security threat detection and management.
In addition:
We have introduced numerous security innovations, in the area of threat prevention, security and early detection.
We educate our customers in issues related to cybersecurity.
Example:
In 2017, during meetings addressed to corporate customers, we discussed how to make safe use of online communication channels with the bank and answered questions on how to keep yourself from getting hacked.
Read about our cybersecurity educational projects here
What are our cybersecurity experts planning for 2018?
- Continued development and upgrading of prevention measures. Implementation of the most advanced threat-prevention mechanisms and development of the exchange of threat-related information.
- Continued development of threat analysing mechanisms.
- Development of the security incident response team.
- Continued development of the IT security management team.
Important - personal data
We protect personal data in accordance with the GDPR requirements (new EU regulation on the protection of personal data in force since 2018) by:
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upgrading relevant processes, procedures and policies
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modifying the flow and storage of personal data
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ensuring appropriate communication
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considering GDPR requirements in projects and in system management
GRI:
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[418-1 ]
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data
Go to GRI list
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data
Data in tables:
| Number of complaints/incidents | Complaint description | |
|---|---|---|
| Complaints received from third-parties and accepted by the organisation | 11 | Disclosure of data to unauthorised persons; sending of documents to an address without the flat number. |
| Complaints reported by the regulator and accepted by the organisation | 0 | – |
| Total number of identified instances of customers’ data disclosure, theft or loss | 4 | – |
