Glossary

Agile
Agile ways of work are based on interdisciplinary teams which are close to the customer and can quickly implement new solutions

BGK
Bank Gospodarstwa Krajowego

OHS
Occupational Health and Safety

Contact center
Centre for contacts with customers (Multichannel Communication Centre)

CRM
Customer Relationship Management

CSR
Corporate Social Responsibility

EBRD
European Bank for Reconstruction and Development

EPG
Equal Pay by Gender. Santander Bank Polska monitors the EPG indicator.

Equator Principles
International project on social and environmental risks with the participation of financial institutions

ESG
ESG means non-financial rating factors for companies and organisations: environmental (E), social (S) and governance (G)

FOB
Responsible Business Forum

GPG
Gender Pay Gap. Santander Bank Polska monitors the GPG indicator

GRI
Global Reporting Initiative

Banco Santander Group
Main shareholder of Santander Bank Polska S.A. One of the largest financial groups in the world, headquartered in Spain, operating in many European and global markets. Also referred to as the Banco Santander Group or the Santander Group

Santander Bank Polska Group
Santander Bank Polska Group (also referred to as the Group in this report) consists of Santander Bank Polska S.A. and its subsidiaries. The Group conducts its operations in Poland

Santander Group
Main shareholder of Santander Bank Polska S.A. One of the largest financial groups in the world, headquartered in Spain, operating in many European and global markets. Also referred to as the Banco Santander Group or the Santander Group

Stakeholders
Parties who have influence on the organisation or are under the organisation’s influence

IVR
Interactive Voice Response system used in telephone customer service

LEED
Leadership in Energy and Environmental Design

MCC
Multichannel Communication Centre

Misselling
Irresponsible and unethical selling of financial products

SME
Small and Medium-Size Enterprises

NPS
Net Promoter Score – an indicator for measuring customer loyalty and customer propensity to recommend a brand

PFR
Polish Development Fund

PSL
Polish Sign Language. Remote video service in PSL is provided by the bank’s Contact Centre employees

PRB
Principles for Responsible Banking – a set of six principles which define the framework for responsible management in the banking sector

WIG-ESG
Index of companies listed on the Warsaw Stock Exchange, including companies participating in the WIG20 and mWIG40 indices

Santander Bank Polska S.A.
Parent company of the Santander Bank Polska Group

SDGs
The UN’s sustainable development goals set for the period 2015-2030. They influence the activities and reporting of the results of individual countries, international and national initiatives and a wide variety of parties, including entrepreneurs and the business community

SFDR
Sustainable Finance Disclosure Regulation, Regulation (EU) 2019/2088 of the European Parliament and of the Council of 27 November 2019 on sustainability-related disclosures in the financial services sector

Anti-Crisis Shield
Financial Shield of the Polish Development Fund for Companies and Employees, i.e. the Anti-Crisis Shield assistance program designed to protect the labor market and provide companies with financial liquidity in times of pandemic

TCFD
Task Force on Climate-related Financial Disclosures appointed by the G20 Financial Stability Board

UN Global Compact
United Nations initiative for corporate social responsibility and sustainable development

ZBP
Polish Bank Association