Corporate Social Responsibility Report 2019
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About the report


The Corporate Social Responsibility Report of Santander Bank Polska for 2019 is the seventh report presenting a comprehensive overview of our organization’s impact on social, economic and environmental issues. The report covers the period from 1 January 2019 to 31 December 2019, unless it is explicitly stated otherwise in the report text. Our reports are published annually. The previous report for 2018 was published on 5 August 2019

The report was prepared in accordance with the  Global Reporting Initiative (GRI) international standard, at the Core level.

The report also refers to international guidelines and objectives relevant to our organisation and the financial sector. such as:

  • UNEP Finance Principles for Responsible Banking (PRB) – table

  • European Commission Guidelines on the Disclosure of Non-Financial Information Related to Climate Impact and the Task Force on the Disclosure of Financial Information Related to Climate Impact (TCFD) – table.

  • Task Force on Climate-Related Financial Disclosure (TCFD) – table.

  • ESG factors: Environment, Social and Governance – table.

  • Sustainable Development Goals (SDGs) identified as strategic for Santander Bank Polska – table.

The GRI table (a common table for GRI and other international guidelines) indicates reference to the content of the report for each guidance and objective.


Identification of material reporting topics

The adopted reporting standard requires the process of identifying material topics covered by the report. In order to select the key reporting topics which would best reflect the scale and results of our activities, we have conducted:

  • in 2019 – as in previous years, a stakeholder panel according to the AA1000SES stakeholder dialogue standard;
  • in 2020 – an internal analysis of our organisation’s social, economic and environmental impact. We organised an internal workshop on the environmental impact of operations and our economic responsibility in view of the climate change;
  • in 2020 – a survey among Santander Bank Polska’s expert group of stakeholders, which concerned the bank’s responsibility and impact on society, the economy and the environment.

The final decisions concerning the materiality of the identified reporting topics were made by representatives of the bank’s top management. At this stage of reporting, the materiality of the reported topics was analysed.

The results of the above research and analyses were taken into account in the preparation of this report. All the reporting topics, which were identified in the process of defining the report content as material affect both our organisation and its objectives and our environment.

There have been no significant changes to the measurement methods used in this report compared to the previous report. Changes have occurred in the list of material reporting topics. A summary of material topics for 2018. and 2019 is presented in the form of a table.

This Report has also corrected some of the information published in previous years. The correction was made to  „About Santander Bank Polska” and concerned the numbers of ATMs, CDMs and dual-function machines in 2017 and 2018.

Material reporting topics

The list of material reporting topics for 2019 is the result of the actions outlined above. The order of presenting material  topics does not reflect the degree of their significance. The topics are presented in the table below in comparison with the material reporting topics in 2018.

Topic Material topic in 2019 Material topic in 2019 Impact on the bank Impact on the environment
Responsible sales and misselling prevention Yes Yes Yes Yes
Ethical marketing communication, reliable information about products and services that customers can understand Yes Yes Yes Yes
Compliance with regulations Yes Yes Yes Yes
The role of values and ethics in the organizational culture, including building responsible employee attitudes Yes Yes Yes Yes
Quality of customer service and customer satisfaction Yes Yes Yes Yes
Inclusive banking – accessibility of products and services, preventing financial exclusion and providing financial education Yes No Yes Yes
Security of customer services, transactions and data Yes Yes Yes Yes
Climate and environmental impact Yes No Yes Yes
Diversity and equal opportunities in the workplace, including equal pay for women and men Yes Yes Yes Yes
Employment terms and employee satisfaction Yes No Yes Yes
Performance results and economic impact Yes No Yes Yes
Mobile and online banking and the approach to direct contact with customers (branch network) No Yes Yes Yes
Product portfolio, including new products and innovations No Yes Yes Yes
The bank’s strategy and development directions No Yes Yes Yes