Corporate Social Responsibility Report 2019
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Customers and services – introduction

GRI:
  • [102-2] Activities, brands, products and/or services. Activities, brands, products and/or services.

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  • [Custom indicator] Number of customers using mobile and online banking Number of customers using mobile and online banking

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  • [Custom indicator] Number of interactions in remote channels Number of interactions in remote channels

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Santander Bank Polska S.A. is a universal bank providing a full range of services for:

  • retail customers

  • small and medium-sized companies

  • large companies

  • corporations

  • public sector institutions

  • 5,049.5 thousand

    clients of Santander Bank Polska S.A, including 3.6 million loyal customers

For our clients we are available in Santander Bank Polska S.A. branches, partner outlets, Business and Corporate Banking Centres and through remote channels.

Business and Corporate Banking Centres

Gdańsk, Szczecin, Bydgoszcz, Białystok, Poznań, Zielona Góra, Leszno, Kalisz Łódź, Warszawa, Warszawa 2, Świdnica, Wrocław, Opole, Lublin, Katowice, Bielsko-Biała, Kraków, Rzeszów

Branches

Santander Bank Polska 31.12.2019 31.12.2018
Branches (locations) Santander Bank Polska 515 612
Partner outlets 134 123
Business and Corporate Banking Centres 19 12
ATMs and CDMs 777 862
Dual-function machines 923 900

Santander Mobile/Internet

Santander Bank Polska 31.12.2019 31.12.2018
Number of customers (thousands) 5,049.5 4,884.2
Number of customers registered in Santander Internet (thousands) 4,423.6 4,019.1
Number of customers using mobile banking (Santander mobile) (thousands) 1,576.6 1,338
Number of companies registered in iBiznes24 (thousands) 18 17
  • 57%

    Percentage of customers using remote channels (online and mobile banking)

  • 1,312.92

    Number of customers using mobile applications (thousands)

  • 273,625,010

    Number of interactions in remote channels – mobile and online transactions

  • 749,658

    Average number of transactions executed daily by customers in remote channels

Our offer is comprehensive and meets a variety of customer needs in the field of: current/personal accounts, credit products, savings-investment, clearing, insurance and card products.

Financial services include: cash management, payment and foreign trade services, capital market operations, money market, foreign exchange and derivative transactions, as well as underwriting and brokerage activities.

Within the framework of cooperation with the Group companies, the bank provides its clients with access to various specialist products, such as: investment funds, asset management, insurance, leasing and factoring products.

In 2019, we focused on upgrading our offer for each group of customers in terms of:
  • transparency,
  • simplicity,
  • digitization,
  • self-service,
  • possibility of configuring selected parameters according to customer needs.

While working on the quality of our products and services, we make use of the solutions available in the Santander Group, the best international experience, infrastructure and market potential in Poland. We are available to our customers in branches and acquisition points, as well as in remote channels.

Santander Bank Polska S.A. – together with its non-banking subsidiaries – provides customer service through the following divisions:

  • Retail Banking Division

  • Business and Corporate Banking Division

  • Corporate and Investment Banking Division