Inclusive and sustainable banking

  • GRI:
  • Management of material topics (identified as material in the materiality matrix) 3-3
    Management of material topics (identified as material in the materiality matrix)
  • Number of bank branches with Barrier-Free Service certificationCustom indicator
    Number of bank branches with Barrier-Free Service certification
  • GRI Sector SupplementFS 14
    GRI Sector Supplement

Topic from the Materiality Matrix: Inclusive and sustainable banking

Our offering, service and communication system are tailored to meet the needs of all customers. Our services are available in traditional outlets, digital channels, and additionally we have a network of self-service devices. We increase accessibility by, among others, implementing the „Barrier-Free Service” program, which aims to provide access to the bank’s offer to customers with individual needs, including persons with disabilities and seniors and which contributes to the bank’s compliance with the requirements under the Product and Service Accessibility Directive. Thanks to modern technologies, we are systematically increasing the possibility of remote use of products and services. At the same time, we take care to provide appropriate conditions for customers in traditional banking outlets.

We support an inclusive and diverse work environment through the implementation of the Differently Abled project, which aims to prepare organizations to employ people with disabilities and raise awareness of their needs.

Our bank is a founding member of the Business Accessibility Forum. This initiative serves to popularize solutions that increase the accessibility of services and develop a common position of members on the implementation of the EU directive on the accessibility of products and services into the Polish legislation.

  • How we ensure the accessibility of our services and product*:

  • Barrier-Free Service standards are in place at all branches and partner outlets, providing support for customers with individual needs. Our outlets are equipped with mini magnifiers and frames to make signing easier for blind and visually impaired people, as well as priority service stations. At each branch, it is possible to connect online with an adviser using Polish Sign Language (PJM). This is also possible via Santander mobile application, Santander internet platform and our website.

  • Our ATMs have features that make them easier to use for people with disabilities, including audio service (so-called „talking ATMs”), the ability to switch the screen to high-contrast mode or turn it off, and signage in Braille. 96% of our 1,400 ATMs have at least one such feature.

  • 40% of the bank’s branches (153 outlets) have a certificate of architectural accessibility for persons with disabilities.

  • At the bank’s Contact Centre, customers can identify themselves using voice biometrics. Customers calling 1 9999 can use the Call Steering service. CS is otherwise known as voice IVR, a technology that allows recognition and interpretation of human speech. A speaker asks the customer what he or she would like to talk about and, based on the answer, connects him or her with the appropriate advisor. CS creates a voice-managed, modern, intuitive IVR environment for the customer, reduces call time and the time it takes to reach the advisor and increases customer satisfaction.

  • We offer cards with a blind notch, that is a notch on the side, which facilitates use by visually impaired people, for instance at ATMs or when making payments.

  • We have equipped five branches with tactile paths, the TOTUPOINT navigation and information system, and a so-called 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). These solutions facilitate spatial orientation in the branch and increase the level of safety for blind people.

  • We are developing online and mobile banking for accessibility for customers with disabilities, offering Face ID and Touch ID login to the mobile application.

  • 44 branches are equipped with portable induction loops, devices that facilitate communication with hearing-impaired customers who use hearing aids. We also implemented a procedure for making statements of will by customers who are unable to read and/or write.

*Quantitative data as of December 10, 2022.

Barrier-Free Service – our performance results (as at 10 December, 2022 and 31 December, 2021)

  • GRI:
  • Management of material topics (identified as material in the materiality matrix) 3-3
    Management of material topics (identified as material in the materiality matrix)
  • Number of bank branches with Barrier-Free Service certificationCustom indicator
    Number of bank branches with Barrier-Free Service certification
Indicator 2022 2021
Number of branches certified as „Barrier-Free” 153 157
Number of branches equipped with portable induction loops 44 37
Number of bank’s branch staff trained in the service of customers with individual needs (classroom and e-learning training) 4,083 persons participating in remote training and close to 100 persons taking part in classroom training sessions 4,037 e-learning credits, about 250 persons participating in remote training sessions
Number of accessibility audits carried out in cooperation with the TUS Foundation, in accordance with the methodology of niepelnosprawnik.pl 6 14

Our advertisements are adapted to the needs of people with visual and hearing disabilities. The videos on the „Barrier-Free Service” website and on the bank’s YouTube channel are available with subtitles, audio description (voice over) and a Polish Sign Language interpreter.