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Reporting process

  • [102-44] Key topics and concerns that have been raised through stakeholder engagement and how the organization has responded, including through its reporting. Key topics and concerns that have been raised through stakeholder engagement and how the organization has responded, including through its reporting.

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  • [102-46] The process of defining the report content The process of defining the report content

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  • [102-47] List of identified material topics List of identified material topics

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The Corporate Social Responsibility Report of Santander Bank Polska for 2017 (formerly known as Bank Zachodni WBK) is the fifth report presenting a comprehensive overview of our company’s impact on social, economic and environmental issues. We have prepared the report in accordance with the most popular, international Global Reporting Initiative (GRI) standards, core level. The report covers the period from 1 January 2017 to 31 December 2017. Our reports are published annually. The previous report issued in 2017 contained data for 2016.

In order to identify the information which best reflects the crucial aspects of our corporate social responsibility engagement:

  • we conducted an internal analysis of our practices and their impact on the society, economy and natural environment,
  • we asked representatives of our key stakeholders about their expectations regarding our actions and disclosures – to this end we collected feedback using questionnaires distributed to the employees of Santander Bank Polska and our external partners,
  • we organised a stakeholder panel in accordance with the AA1000SES stakeholder dialogue standard (attended by 24 stakeholders of Santander Bank Polska),
  • the final decisions regarding the materiality of the identified aspects to be reported were made by members of the bank’s top management. Board Members and managers analysed the materiality of the reported topics during a validation workshop on the report structure and disclosed data

The current report does not include any significant changes in the scope of reporting or the applied measurement methods in comparison with the previous report. It describes the activities of Santander Bank Polska and their outcomes.

All reported aspects identified as most important in the process of defining the report content have impact both on our organisation and its objectives, and on the external environment.

Reported aspects

Reported aspects considered as priorities in 2017:

no. Aspect Impact on the bank Impact on the environment
1 Responsible selling and prevention of misselling V V
2 Ethical marketing communication and accurate and easy to understand information about products and services provided to customers V V
3 Customer service quality and customer satisfaction level V V
4 Security of the services, transactions and customer data V V
5 Diversity and equal opportunities in the workplace, including equal remuneration of men and women V V
6 The role of values and ethics in the organisational culture, including building responsible employee attitudes V V
7 Conformance with the regulations V V
8 Mobile and online banking and the approach to direct contact with customers (branch network) V V
9 Portfolio of products, including new products and innovations V V
10 Bank strategy and development directions V V
  • Economic performance of the bank
  • Indirect economic impact
  • Accessibility of services and the bank’s openness to various customers, including persons with disabilities, seniors, etc.
  • Supporting customers in a dificult situation
  • Transparent principles of cooperation with suppliers, including clear communication of the social and environmental selection criteria
  • Employment and job security
  • Benefits for employees and their families
  • Preventing human rights violation in the workplace
  • Preventing corruption
  • Occupational health and safety
  • Employee education and training
  • Financial education of children, teenagers and adults, including customers
  • Social engagement and supporting local communities
  • Impact on the responsible management of natural resources. Emissions. Energy. Transport and its environmental impact.
  • Products and initiatives addressed to SMEs
  • Education and training for non-employees working for the bank


Every year, many people are engaged in the work on our CSR report, and we take the opportunity to thank them and recognise their effort.

We would like to thank our employees and external stakeholders who took the time to evaluate our last year’s report and suggest topics which we should address.

This report would not have been possible without the input and engagement of the employees of Santander Bank Polska, who participated in the consultations of this year’s report content, provided the required data and took part in the independent assurance process, including:

Atkielska Marzena
Banasiak Beata
Bąk Katarzyna
Berdych Katarzyna
Białowąs Wioletta
Błażukiewicz Anna
Borowczyk Agnieszka
Broniarz Małgorzata
Brzeziński Sławomir
Brzozowska Genowefa
Ceitel Lidia
Cieślak Konrad
Deskowska Magdalena
Dominiczak Katarzyna
Dudziński Piotr
Dziewulska – Mucha Aleksandra
Floriańczyk Karol
Gierasimowicz Kamil
Glińska-Pytlarz Agnieszka
Gniatkowska Anna
Gozdowski Maksym
Hoppel Michał
Husarz Łukasz

Janiak Maria
Kaczmarczyk Agata
Kamińska Justyna
Kaźmierczak Bartosz
Kędzierski Kamil
Kijewska Natalia
Knapik Radosław
Kozińska Małgorzata
Krawczuk Marcin
Krukowska Anna
Księżak Michał
Kubiak Natalia
Kurtyka Joanna
Lew-Kucharska Katarzyna
Łapiński Piotr
Łukasiak-Osajda Justyna
Łukawski Dariusz
Majewska Magdalena
Malesa-Danieluk Roksana
Maras Joanna
Matyjuk-Mach Kaja
Mikołajczak Tomasz
Mikułowska Anna

Notz Teresa
Nowacka Alina
Papała Przemysław
Parfieniuk Anna
Pietrzak Agnieszka
Płonka Wioletta
Popis Antoni
Prokopowicz Paweł
Przybysz Jarosław
Pszczoła Marta
Sańpruch Maciej
Słaba Dorota
Słowik Grzegorz
Stadler Dorota
Staśczak Dariusz
Taterka Leszek
Tomaszewska Małgorzata
Walaszczyk-Szymańska Marta
Włodarski Maciej
Wolf Ewa
Zembko Łukasz
Żłobińska Anna
Żulewski Jakub

Once again many thanks to all of you.