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Customers in financial distress

We understand that customers may find it difficult to repay their debt due to various life circumstances. Therefore, we take a comprehensive approach to the subject of supporting customers in financial distress.

The Impaired Loans Monitoring and Support Office monitors overdue payments from a very early stage, using a range of convenient, multi-channels methods of contact, including telephone calls, text messages and Santander Internet. We have also implemented tools and solutions which allow customers to monitor overdue payments on their own.

We offer numerous solutions for customers to restructure their debt. The borrowers with home loans who are unable to repay their loans due to a difficult financial situation are offered co-funding available under an agreement with BGK.

Detailed information on how we support customers in distress can be found in last year’s report.