Inclusive banking

  • Goal 8 - Decent work and economic growth
    Goal 8 - Decent work and economic growth
    Goal 8 - Decent work and economic growth
  • Goal 10 - Reduced inequality
    Goal 10 - Reduced inequality
    Goal 10 - Reduced inequality
  • GRI:
  • Management of material topics (identified as material in the materiality matrix) for topic: Inclusive and sustainable banking3-3
    Management of material topics (identified as material in the materiality matrix) for topic: Inclusive and sustainable banking
  • Number of bank access points in Poland, including branches broken down by outlets operated directly by the bank and by partner outletsCustom indicator
    Number of bank access points in Poland, including branches broken down by outlets operated directly by the bank and by partner outlets

Inclusion is one of the pillars of the Responsible Banking Strategy. We adapt our offer, service and communication to all customers, without exclusion, and systematically increase our accessibility through the latest technology and appropriate conditions in traditional banking outlets.

Availability

We are available to our customers in traditional outlets, digital channels and provide a network of self-service facilities.

We are ranked second among Polish banks in terms of the number of deposit machines and third in terms of the number of ATMs.

Inclusion

  • GRI:
  • Actions taken to ensure access to financial services for people from disadvantaged groupsSector supplement – FS 14
    Actions taken to ensure access to financial services for people from disadvantaged groups
  • PRB:
  • 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.3 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.
  • ESG:
  • Our approach to Social ResponsibilityS – Social
    Our approach to Social Responsibility

We treat inclusive banking as a commitment to genuinely caring for and meeting the needs of different customer groups.

Actions taken in 2021 to ensure access to financial services for people from disadvantaged groups

We continued the Barrier-Free Service programme implemented for 12 years by Santander Bank Polska S.A. which aims to provide access to the bank’s services and products to customers with special needs (persons with disabilities, seniors). We are systematically increasing our accessibility, using technologically advanced methods and taking care to ensure appropriate conditions in traditional banking outlets. Implemented solutions:

  • All the bank’s branches and partner outlets apply Barrier-Free Service standards, which favour the service of customers with various needs, including those with disabilities. Priority service desks await customers at branches. The outlets are equipped with mini magnifiers and frames to facilitate signing od documents by blind and visually impaired people. At each location it is possible to connect online with a sign advisor, with whom deaf persons can speak in Polish Sign Language (PJM). Connection with an advisor using PJM is possible not only in bank branches, but also through the Santander mobile application, Santander Internet service and the bank’s website;

  • As of 22 March 2022, 37 branches of our bank have portable induction loops, i.e. devices that facilitate conversations for hearing-impaired customers who use hearing aids. The bank has procedures in place for making statements of will by customers unable to read and/or write;

  • Our other branches have been equipped with: tactile paths, a tyflographic map (a plan of the branch with convex points reflecting the surrounding objects and descriptions in Braille along with a bell to summon the branch staff) and the TOTUPOINT navigation and information system. These solutions support spatial orientation and increase safety for people with disabilities;

  • We systematically audited our branches for architectural accessibility for customers with disabilities;

  • Our ATMs have functionalities facilitating their use by people with various needs. These include: voice-activated service (so-called talking ATMs), the ability to switch the screen to high-contrast mode or turn it off, and Braille signage. Currently 95% of our nearly 1,500 ATMs have at least one special functionality of this kind (as at 20 May 2022);

  • We developed and audited online and mobile banking for accessibility for customers with disabilities. We enabled logging into mobile banking applications with Face ID and Touch ID, and in the Multichannel Communication Centre we launched an option of  identification by voice biometrics over the phone;

  • In July 2021, we introduced cards with a blind notch, i.e. a cut-out on the side of the card, which makes it easier to use for people with visual impairments, for example at ATMs or during payments.

On our website at santander.pl/ws-obsluga-bez-barier there is a section dedicated to 'Barrier-Free Service’ with a lot of information.

Our communication targeting customers with special needs

  • We provide the possibility to request so-called accessible documents (e.g. non-personalized contract templates, regulations) – remotely or in branches. In this way, we fulfil the requirements of the Act on Ensuring Accessibility for Persons with Special Needs of 19 July 2019.
  • Throughout 2021, we conducted systematic communication and education campaigns aimed at the bank’s employees and customers, organising, among other things, training courses, meetings and webinars with experts and social media campaigns.
  • Our advertising messages are adapted to the needs of people with visual and hearing impairments. Videos on the Barrier-Free Service website and on the bank’s YouTube channel are available with subtitles, audio description or a Polish Sign Language interpreter.
  • GRI:
  • Number of bank branches with Barrier-Free Service certificationCustom indicator
    Number of bank branches with Barrier-Free Service certification

Barrier-Free Service – results of our actions (as of 31 December, 2021)

Indicator 2021
Number of outlets with „Barrier-Free Branch” certificate 157
Number of outlets equipped with portable induction loops: 37
Number of bank branch employees trained in the principles of servicing customers with special needs
(traditional and e-learning training):		 4,037 completed e-learning courses, approximately 250 persons participating in remote training
Number of accessibility audits carried out in cooperation with TUS Foundation, according to the methodology of niepelnosprawnik.pl 14