More friendly communication about changes in the Schedule of Fees and Charges and regulations
In October 2019, we completed the distribution of the new Schedule of Fees and Charges and regulations. It is much more customer friendly than the previous communication.
We informed 4.5 million customers about beneficial changes in the fees and charges, including 2.5 million through traditional mail and 2 million through the Electronic Communication Channel (ECC).
The cover letter was one of the first communications prepared in cooperation with the linguist Tomek Piekot. The text is clear, legible and written without the use of the banking jargon. The letter was personalised – addressed by name to each client. In the correspondence, we provided the information how long the customer has been using the banking products of Santander Bank Polska and thanked them for the time spent together with us. We adapted the correspondence in the ECC to the needs of people with visual impairments. This is the first step towards providing customers with accessible documents.