Customers and services – introduction

GRI:[

103-1
103-2
103-3
102-2
Custom indicator
Custom indicator
Custom indicator

]

ESG:[

ESG: E – Environment
ESG: S – Society

]

PRB:[

PRB1 Alignment
PRB3 Clients and Customers

]

SDG:

GRI:
103-1 Explanation of the material topics and their boundaries
103-2 Management approach to topics identified as material
103-3 Evaluation of the management approach to topics identified as material
102-2 Activities, brands, products and/or services.
Custom indicator Number of customers using mobile and online banking
Custom indicator Number of interactions in remote channels
Custom indicator Liczba punktów dostępu banku w Polsce, w tym oddziałów w podziale na placówki prowadzone bezpośrednio przez bank oraz placówki partnerskie

ESG: E – Environment Our approach to the environment
ESG: S – Society Our approach to Social Responsibility

PRB1 Alignment We will align our business strategy to be consistent with and contribute to individuals’ needs and society’s goals, as expressed in the Sustainable Development Goals (SDGs), the Paris Climate Agreement and relevant national and regional frameworks. We will focus our efforts where we have the most significant impact.
PRB3 Clients and Customers We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.

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

Retail customers
Small and medium-sized enterprises
Large companies
Corporations
Public sector institutions

5,215,000

customers of Santander Bank Polska S.A.

We are available to customers in:

branches,
Business and Corporate Banking Centres,

partner outlets,
remote channels.

Business and Corporate Banking Centres

Branches and outlets

Santander Bank Polska S.A.	31.12.2020	31.12.2019
Branches (locations) of Santander Bank Polska S.A.	468	515
Partner outlets	138	134
Business and Corporate Banking Centres	19	19
ATMs and cash deposit machines	731	777
Dual-function machines	930	923

Mobile and internet banking - number of customers and interactions in remote channels

Santander Bank Polska S.A.	31.12.2020	31.12.2019
Number of customers registered in Santander Internet (in thousands)	4 179^*	4 424
Number of customers actively using electronic banking who logged into the system (Internet or mobile) at least once in the last month of the reporting period (in thousands)	2 757	2 510
Number of customers using mobile banking (Santander mobile) (in thousands)	1 865	1 577
Number of companies registered in iBiznes24 (in thousands)	21	18

*The definition of this category was revised in 2020. Now it includes the number of customers with a signed agreement to access e-banking services, under which they can use the available products and services.

52.9%

Percentage of customers using remote channels (Internet, Santander mobile)
2,756,510²

Number of digital customers with at least one login in the last month of 2020
1,865,070

Number of customers using Santander mobile
322,678,759

Number of interactions in remote channels - mobile and internet transactions
881,636

Average number of transactions performed daily by customers in remote channels
121.7 m

Number of transactions made in the mobile application

*The number of digital customers, i.e. those logging on to the internet or mobile platform.

Our offer is comprehensive and satisfies the various needs of customers in the following areas: current and personal accounts, credit, savings and investment, settlements, insurance and card products.

Financial services include:

cash management,
payment processing,
capital market operations, money market operations, foreign exchange operations and transactions in derivatives,

guarantees,
foreign trade services,
brokerage activities.

Our clients have access to products offered by companies from the Santander Bank Polska Group, such as:

investment funds,
asset portfolios,
insurance, leasing and factoring products.

Priorities in 2020

Helping people and businesses prosper is our mission. The strategic directions set out by the bank guide us towards its fulfilment. As many as five out of six of them concern customers:

customer-centricity
simplification
omnichannel service
evolution to an open platform
security and trust.

Inclusive banking and Green Bank are the pillars on which we are building responsible banking, therefore we have described in detail the products and initiatives aimed at specific customer groups in pursuit of these objectives.

We are also prioritising digitalisation solutions, in line with our business objectives, the premise of being an omnichannel bank and the planned evolution towards an open platform. The experience of the past year marked by the pandemic situation also confirmed that digitalisation is strongly linked to the bank's accessibility in every situation

We provide customer service through the following divisions:

Retail Banking Division
Business and Corporate Banking Division
Corporate and Investment Banking Division

We make the offer of our subsidiaries available to each customer group