- 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
Stakeholders of Santander Bank Polska
GRI:
-
[102-40]
List of stakeholder groups engaged by the organisation
List of stakeholder groups engaged by the organisation
Go to GRI list -
[102-42 ]
Basis for identification and selection of stakeholders with whom to engage
Basis for identification and selection of stakeholders with whom to engage
Go to GRI list -
[102-43]
Approach to stakeholder engagement, including frequency of engagement by type and shareholder group
Approach to stakeholder engagement, including frequency of engagement by type and shareholder group
Go to GRI list -
[102-44 ]
Key topics and concerns that have been raised through stakeholder engagement, and how the organization has responded to those key topics and concerns, including through its reporting
Key topics and concerns that have been raised through stakeholder engagement, and how the organization has responded to those key topics and concerns, including through its reporting
Go to GRI list
We continue to grow, maintaining a leading position in the Polish banking sector. We are actively shaping the Polish banking sector by supporting consolidation processes. We are proud to present our strong financial performance which confirms the effectiveness of our business strategy, but we are equally committed to fulfilling our social role and stimulating the development of a civic society in Poland.
What we particularly treasure in our operations is the possibility of building solid relations and maintaining various means of dialogue with our stakeholdersParties which have influence on the organisation or under the organisation’s influenceParties which have influence on the organisation or under the organisation’s influence. The map of stakeholdersParties which have influence on the organisation or under the organisation’s influenceParties which have influence on the organisation or under the organisation’s influence is an important tool for managing our social and business role, while a structured approach to stakeholder dialogue constitutes one of the sources of our planning process and the performance of the resulting plans.
We maintain active and multichannel communication with our social and business partners, listening closely to their opinions about us and valuing their recommendations regarding future activities.
GRI:
-
[102-40]
List of stakeholder groups engaged by the organisation
List of stakeholder groups engaged by the organisation
Go to GRI list
Map of Santander Bank Polska stakeholders
Retail customers
Communication and dialogue channels:
- Bank branches
- Website and other online channels (the bank’s blog, LinkedIn, Facebook, Twitter, the Bank of Ideas)
- Customer satisfaction surveys
- Meetings, conferences and training events
- Online advisor
- Video chat
- Online contact form
Business customers
Communication and dialogue channels:
- Bankers and advisors
- Corporate Banking Centres
- Conferences
- Business Service Centre
- Virtual trade missions
- Customer satisfaction surveys and opinion polls
- Online advisor
Employees
Communication and dialogue channels:
- Employee opinion surveys
- Intranet
- Bank’s internal newsletter
- Bulletins, newsletters, mailings
- Meetings with senior management
- Integration meetings, workshops and training
Suppliers and business partners
Communication and dialogue channels:
- Direct contacts
- Conferences and industry events
Social partners
Communication and dialogue channels:
- Direct contacts and collaboration
- Stakeholder dialogue sessions
- Activities of the Santander Bank Polska Foundation
- Participation in conferences and local events
- Employee volunteering
Shareholders and the investor community
Communication and dialogue channels:
- Quarterly presentations of financial results (meetings, conferences, stock exchange messages and press releases)
- General Meeting of Shareholders
Regulators
Communication and dialogue channels:
- Reports
Industry and business associations
Communication and dialogue channels:
- Direct contacts and cooperation
Media and public opinion
Communication and dialogue channels:
- Conferences and press briefings
- Interviews, expert comments
- One-to-one meetings
- Press releases
- Social media channels
Santander Group
Communication and dialogue channels:
- Reports
- Meetings
Natural environment
Communication and dialogue channels:
- CSRCorporate Social ResponsibilityCorporate Social Responsibility reports
- Reports submitted to institutions
- Contacts and partnership with environmental protection organisations
Dialogue - the foundation for good decision-making
We engage in open and two-way communication with our environment. Because we believe that dialogue is the foundation for good decision-making we have established several ways of maintaining relationships with our environment, among which the stakeholder dialogue session held according to the guidelines of the international AA1000SES standard plays a prominent role.
Ever since the first stakeholder dialogue session held in 2014, we have been organising these exceptional meetings with representatives of our social and business partners on a regular basis.
The ideas, suggestions and comments presented by the participants regarding the bank’s operations are then reflected in our strategy, current operating plans and the processes of reporting non-financial data.
2014 – the first dialogue session of Santander Bank Polska held according to the AA1000 stakeholder dialogue standard.
7 dialogue sessions held until 31 December 2017.
The most recent stakeholder panel referred to significance of “UN 17 Sustainable Development Goals 2015-2030” for the financial sector and the role our bank can have in the implementation of these goals. During the dialogue session, social and business partners, proposed initiatives, exchanged opinions and voiced their expectations regarding our activities and the way they are reported.
