Our stakeholders
-
[102-21]
Consulting stakeholders on economic, environmental, and social topics
Consulting stakeholders on economic, environmental, and social topics
Go to indicator list -
[102-40]
List of stakeholder groups
List of stakeholder groups
Go to indicator list -
[102-42]
The basis for identifying and selecting stakeholders with whom to engage
The basis for identifying and selecting stakeholders with whom to engage
Go to indicator list -
[102-43]
Approach to stakeholder engagement including frequency of engagement by type and by stakeholder group
Approach to stakeholder engagement including frequency of engagement by type and by stakeholder group
Go to indicator list -
[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.
Go to indicator list
- [PRB 4] Go to indicator list
- [ESG Governance] Go to indicator list
The stakeholders of the Santander Bank Polska S.A. Group are all those who are affected by us and who have an impact on our organisation. We identify our stakeholder groups. We study the power of mutual influence and the needs of our environment. We focus on dialogue and make use of various communication channels.
Stakeholder map and communication channels
Retail
customers
Contact channels:
- bank outlets
- website and other internet channels (bank blog, Facebook, Twitter, LinkedIn, Bank of Ideas)
- customer satisfaction surveys
- meetings, conferences and training events
- online advisors
- video chat
- online form
Business
customers
Contact channels:
- bankers and customer advisors
- Corporate Banking Centres
- conferences
- Business Support Centre
- virtual trade missions
- opinion polls and satisfaction surveys
- online advisors
Employees
Contact channels:
- employee opinion surveys
- Intranet
- internal magazines about the bank
- bulletins, newsletters, mailings
- meetings with top management
- integration meetings, workshops and training events
Suppliers and business
partners
Contact channels:
- direct contact
- conferences and industry events
Social partners
Contact channels:
- face-to-face meetings and cooperation
- stakeholder dialogue sessions
- activities of the Santander Bank Polska Foundation
- participation in conferences and local events
- corporate volunteering
Shareholders and investors
Contact channels:
- quarterly performance presentations (meetings, conferences, stock market and press releases)
- General Meeting of Shareholders
Regulators
Contact channels:
- reports
- formal correspondence
- daily cooperation during supervisory audits
Industry and
business organisations
Contact channels:
- face-to-face meetings and cooperation
Media and public
opinion
Contact channels:
- press conferences and briefings
- interviews, expert commentaries
- face-to-face meetings
- press releases
- social media channels
Santander Group
Contact channels:
- reports
- meetings and experience sharing
Natural
environment
Contact channels:
- CSR (Corporate Social Responsibility) reports
- reports submitted to institutions
- contacts and cooperation with environmental organisations
Stakeholder engagement
Engaging stakeholders and knowing their opinions is very important to us. We use various forms of contact, such as AA1000SES dialogue sessions with representatives of our social and business partners. We carefully consider stakeholder suggestions and take them into account while implementing our strategy, planning activities and reporting non-financial data.
Dialogue session: responsible business and sustainability
In February 2019, we organised a dialogue session to find out the opinions and expectations concerning future activities of the bank in the area of responsible business and sustainable development resulting from the implementation of the Responsible Banking strategy.
The meeting covered three areas: inclusive banking, sustainable infrastructure and green services, and the role of universities and Santander Universidades in sustainable development. It was attended by 32 participants representing various groups of our stakeholders: the business community, academia, experts and society.
The conclusions from the session were taken into account in the process of planning sustainable development activities and helped to prepare this responsible business report.
The main conclusions from the stakeholder panel are as follows:
The bank should continue and expand its existing activities and initiatives in this respect. An inclusive approach in every aspect of the bank’s operations is important. The bank could initiate solutions, actions connecting various social groups. The bank should expand its offering, taking into account the needs of people at risk of exclusion. It should take care to adjust its communication to the needs of various groups of recipients, including people at risk of social exclusion.
See: Inclusive banking
The bank could support cooperation of various society groups for the benefit of ecology and decarbonisation of the economy, including cooperation with the business, universities and local government units. The bank should not: finance unsustainable investments and cooperate with unethical partners and customers.
It should be a partner for its customers in green investments, offering them advice and knowledge. The bank could promote ethics in the banking sector and should be a role model of good practice.
See: Customercentricity, Green offer – products and services
The interdisciplinary nature of sustainable development requires a broad outlook and cooperation. Universities and their partnership with companies play an important role in this context. It is worthwhile for the bank to take initiatives and support actions concerning sustainable development within the Santander Universidades programme. Students also need financial education.
Expectations and recommendations expressed by the expert group of stakeholders in 2020
For the purpose of this report, we asked six Santander Bank Polska stakeholders – representing the perspective of the business, the investor, the regulator and the social expert organization – about their opinion on the responsible management of business by our bank, including our impact on the society, the economy and the environment. The stakeholders’ expectations concerning the content of this report are presented in the table below.
- Transparency and legal action.
The bank’s role in building public confidence in the financial industry. - Clarity and accuracy of external communication.
- Information on social and management factors.
- Accessibility – building accessible financial services for all.
- Inclusive banking
- Financial education – using financial services responsibly and proactively anticipating risks to stakeholders.
- Taking care of the bank’s environmental footprint and systematically reducing its negative impact.
The bank’s position in the face of global challenges related to the climate crisis, but also, for example, the extinction of species and ecosystems, pollution of seas, oceans and soil etc. - Implementation of policies and rules to combat climate change.
Supporting low-carbon economic transition objectives. - Talking about the environment and climate change, making meaningful commitments and reporting on environmental measures.
Providing information on the change in the approach to data reporting and on the carbon footprint and water consumption.
- Providing information on how the bank responded to the outbreak in terms of social aspects such as employees, contractors and the supply chain.
Future action plans to respond to the changing reality with regard to issues such as: diverse ways of work (home office), digitisation of services, new ways of customer service.
