About report

For the second time now, the ING Bank Śląski S.A. Group has compiled the annual report in line with the best global practices of integrated reporting. To help readers use the interactive tools, we prepared a user guide with key features. We encourage you to watch a short animated video before reading the report.

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We want our clients to make the best financial decisions.

However, we are aware that to do so, they need information to be provided in a plain and friendly manner. Therefore, we have decided to write about banking-related matters in a simple and concise way only. We also popularise the plain language concept as it helps us to save time and to look after our relationships. Writing using plain language means that we remove all the unnecessary words, complex grammatical structures or phrases that make us look more like a public office. That is why, in 2017, we continued the Plain Language project which serves communication simplification.

Content of Moje ING is simple and friendly. In January 2017, Moje ING received a plain language certificate issued by the Plain Polish Laboratory. ING Bank Śląski S.A. is the very first Bank in Poland to have been awarded with such a distinction.

We are working on the tools to remind employees that their text should be reader-friendly. In 2017, we standardised our communication. Important texts to be received by our clients are checked by bank language experts. We want our texts not only to be clear but to build good relationships too.

In 2017, we continued the process of simplifying our agreements and general terms and conditions. It is our top priority now. Simplification of legal texts requires much effort on our part and a broad collaboration of language experts, lawyers and business specialists. As at 2017 yearend, 76 templates of agreements were made more plain. Now, we are putting all those documents into practice and simply others.

Besides written communication, we also focus on spoken one. In 2017, we continued the project at our Contact Centre. Since its very beginning in 2016, we have trained nearly 280 employees in plain communication. Particular attention was placed on the help-line specialists to make them adapt their speaking manner to the interlocutor.

In 2017, we introduced a new customer service model in which we concentrated on the way how specialists converse with clients. We put stiff and often artificial phrases aside. That specialists are natural and able to adapt to the manner of client communication is important.

Content of Moje ING is simple and friendly. In January 2017, Moje ING received a plain language certificate issued by the Plain Polish Laboratory. ING Bank Śląski S.A. is the very first Bank in Poland to have been awarded with such a distinction.

We are working on the tools to remind employees that their text should be reader-friendly. In 2017, we standardised our communication. Important texts to be received by our clients are checked by bank language experts. We want our texts not only to be clear but to build good relationships too.

In 2017, we continued the process of simplifying our agreements and general terms and conditions. It is our top priority now. Simplification of legal texts requires much effort on our part and a broad collaboration of language experts, lawyers and business specialists. As at 2017 yearend, 76 templates of agreements were made more plain. Now, we are putting all those documents into practice and simply others.

Besides written communication, we also focus on spoken one. In 2017, we continued the project at our Contact Centre. Since its very beginning in 2016, we have trained nearly 280 employees in plain communication. Particular attention was placed on the help-line specialists to make them adapt their speaking manner to the interlocutor.

In 2017, we introduced a new customer service model in which we concentrated on the way how specialists converse with clients. We put stiff and often artificial phrases aside. That specialists are natural and able to adapt to the manner of client communication is important.

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