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 to be the preferred bank for our clients. We ensure top quality of our services and make them broadly available.

We have been present in the Polish market since 1989. We enjoy the position of one of the largest all-round banks in Poland. We render services to both retail clients and business entities. As at 2017 yearend, we operated through 357 branches and 66 ING Express points. We also offer modern online and mobile banking systems.

fundusze
357
branches

Our head offices in Warsaw and Katowice are our organisational hubs. This is where we take the most important decisions concerning the operations of our bank. The Management Board and Supervisory Board are seated there as well. ING Bank Śląski S.A. is formally registered in Katowice. As at the end of December 2017, as a Group we employed over 8,000 people.

We pursue our business model by:

  • enabling easy saving and easy lending,
  • organising the payment and transactional system, and
  • providing high customer service quality.
kontakt-z-infolinia
8,000
employees in the Group

We are empowering our clients to make accurate financial decisions. We provide them with tools to make banking easy, transparent and available 24/7. Delivery of our strategy is supported by our strong brand. We are the second most recognisable banking brand in Poland. This is confirmed by the “Brand Tracking” spontaneous awareness survey, conducted by Millward Brown (CAPI technique, January 2018 data). Our offer is attractive for consumers – we are #1 in account and savings consideration (CAWI method, January 2018 data) and we absolutely stand out from other competitors in two image dimensions important for ING: “bank for the resourceful and enterprising” and “bank which responds to people’s needs”. We continue the path taken for the ING brand.

We are a differentiating employer which was attested several times with the Top Employers and Top Employers Europe certificates. In their work, employees demonstrate professionalism, reliability and top expertise. In offering bank products, we adhere to the principles of ethics and we do not breach clients’ interests.

Bank shares have been quoted on the Warsaw Stock Exchange since 1994. Since the very index formation (September 2013), we have been among the WIG30 companies. We are the only company from the finance sector which has been uninterruptedly present (for 11 rounds) in the RESPECT Index – the index of most socially responsible WSE companies.

In 2017, we were included in the composition of the RESPECT Index (of the most socially responsible companies) for the eleventh time. Our presence in the index is a huge reason to be proud and a big distinction. The more so that we are the only company from the financial sector present in the RESPECT Index from the very beginning, i.e. 2009. Persistence, transparent and responsible attitude to business and ethical relations with stakeholders are our way to stay in this prestigious circle.
Joanna Dymna-Oszek
Bank Management Board Bureau Director

We are a trusted partner for our stakeholders. It has been confirmed with the title of the Safest Bank in Poland granted by the Global Finance.

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Who is the owner of our bank

Our bank is a public company. It means that every single person can co-own it by acquiring shares on the Warsaw Stock Exchange. As at 2017 yearend, 75% of shares were held by ING Bank N.V. from the Netherlands, while 7.99% were owned by AVIVA Otwarty Fundusz Emerytalny AVIVA BZ WBK1.

The other shares (17.01%) are held by remaining investors, mainly of other open-end pension funds and mutual fund companies.

For detailed information on the dominant shareholder of the Bank, see Chapter “ING Bank Śląski S.A. Management Board report on observance of principles of corporate governance” under “Profile of the controlling shareholder”.

 

1As per annually reported assets structure of Aviva Otwarty Fundusz Emerytalny Aviva BZ WBK, as at 29 December 2017.

analiza-wydatkow
75%
of shares were held by ING Bank N.V. as at 2017 yearend
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How does ING Group operate in Poland

ING Bank Śląski S.A. operates in Poland and is a member of the ING Bank Śląski S.A. Group. As a Group, for 29 business years, we have managed to establish our position among the top financial institutions in Poland. We are number five as far as the balance sheet total is concerned (over PLN 126 billion as at 2017 yearend) and number five as far as the commercial balance is considered (the sum of loans and deposits). We form the Group together with the subsidiaries, where we operate in the area of:

  • leasing,
  • factoring,
  • real property deals and broking services,
  • real property renting,
  • financial advisory and intermediary services, and
  • payroll and accounting services, for example.

The Group members are also the founders of ING for Children Foundation and ING Polish Art Foundation.

As at 31 December 2017, the structure of the ING Bank Śląski S.A. Group was as follows:

ING Commercial Finance offers factoring products. The company was incorporated in 1994 under the name of Handlowy Heller. Upon its incorporation into ING Group, since 2006 the company has been operative under the name of ING Commercial Finance. Since 2012, it has been the member of the ING Bank Śląski S.A. Group – like ING Lease (Polska).

As per the Polish Factors Association’s data, since 2014, ING Commercial Finance has been the leader of the factoring market in Poland. In 2017, ING Commercial Finance turnover totalled PLN 27.8 billion, which represented 15.0% of the market turnover. In 2017, the company served nearly 1.7 thousand clients (up by 13% y/y) and bought out 27% more invoices versus 2016.

ING Lease (Polska) has been present in the market since 1996. Since 2012, it has been the member of the ING Bank Śląski S.A. Group. ING Lease (Polska) offers all basic types of lease and a cash loan which can be used to finance both movables (being passenger cars and light-duty vehicles of up to 3.5 tonnes, machinery and equipment, technological lines, commercial vehicles, medical and IT equipment) and immovables. The ING Lease (Polska) Group is composed of 9 subsidiaries wherein ING Lease (Polska) Sp. z o.o. holds 100% of shares.

In 2017, the new lease production of the company totalled PLN 3.7 billion (up by 23% y/y). It allowed ING Lease (Polska) to be #6 on the market with a market share of 5.5% As at 2017 yearend, the company served 17.8 thousand clients (up by 31% y/y) and its portfolio worth exceeded PLN 7.2 billion (up by 9.8% y/y).

Since 2013, the company has been offering innovative business services beyond traditional banking. ING Usługi dla Biznesu operates in two business areas:

  • Aleo.com – open business purchase platform,
  • ING Accounting – accountancy and payroll services for companies keeping full accounting records and a platform for invoicing and managing payments for entrepreneurss.

ING ABL Polska is a holding company. Through that company, the Bank holds shares in two subsidiaries: ING Commercial Finance and ING Lease (Polska).

Solver Sp. z o.o. runs business being:

  • arranging holidays for employees and their families as well as for pensioners of ING Bank Śląski S.A. This activity is carried out in the Pan Tadeusz Training and Recreational Centre in Krynica,
  • renting 6 residential premises in the building in Katowice at ul. Klimczoka 4.

ING Bank Śląski S.A. – based on the decision of the Polish Financial Supervision Authority – acquired Bieszczadzka SKOK (a credit union) in Sanok. The restructuring process for the acquisition of Bieszczadzka SKOK will be supported by the Bank Guarantee Fund via a subsidy and a guarantee of covering credit losses.

On 11 August 2017, the Bank started to administer the Credit Union’s assets while the acquisition followed on 1 September 2017.

Although the company was incorporated in May 2014, it was not running full business activity until May 2016. On 31 May 2016 – following the division of ING Securities S.A. into two parts – the operations relating to education and marketing were moved to Nowe Usługi S.A.

As far as educational activities are concerned, the company runs the edukacjagieldowa.pl portal. It is a website about investing and stock exchange, both for debuting and fully-fledged investors. The company holds online training courses which are given by experienced analysts of the brokerage office of ING Bank Śląski S.A. Marketing activity centres around financial instruments – namely ING Turbo certificates. The instruments are issued by ING Bank N.V. and quoted on the Warsaw Stock Exchange. As part of that activity, the company operates an ING Turbo help-line, administers an ingturbo.pl website and conducts marketing campaigns designed to popularise ING Turbo certificates on the Polish market.

On 19 May 2017, the Extraordinary General Meeting of Solver Sp. z o.o. passed a resolution on voluntary redemption of shares by reducing the Company’s share capital and changing its Articles of Association. In consequence, the shareholder (ING for Children Foundation) and the company signed the agreement to transfer 11.07% of shares for the purposes of redemption. The shares were redeemed against payment upon completion of the procedure notifying the creditors of share capital reduction, as referred to in Article 264 of the Commercial Companies and Partnerships Code. As at 2017 yearend, the Bank held 100% of voting rights in Solver Sp. z o.o. (as at 2016 yearend it was 88.93%).

On 11 October 2017, the Bank took up the shares in the increased capital of Twisto Polska Sp. z o.o (then Westport Investments Sp. z o.o.). This fact was registered in the National Court Register on 27 November 2017. As at 2017 yearend, the Bank held 20% of shares in that company.

Twisto Poland investment is part of the Twisto Czech Republic investment round worth EUR 5 million that is arranged by the international ING Group. The purpose of Twisto Polska is to launch an online payment system on the Polish market according to the rule “Buy now, pay later”. Using advanced technologies, Twisto is able to assess the client’s creditworthiness within a few milliseconds without the need to disclose sensitive data.

Investing in the entity that offers deferred payments is a delivery on the Bank’s strategy of providing cutting-edge solutions that meet new needs of clients. The Twisto “Buy now, pay later” service in Poland will be launched in 2018.

The Polish Financial Supervision Authority permitted us to establish a mortgage bank under the name of ING Bank Hipoteczny Spółka Akcyjna with its registered office in Katowice. The Bank was given notice of the permission on 16 January 2018. The share capital of ING Bank Hipoteczny S.A. will amount to PLN 120 million. It will be fully taken up by ING Bank Śląski S.A. The shares of ING Bank Hipoteczny S.A. will be covered by cash.

Incorporation of ING Bank Hipoteczny S.A. will be another step in building a strong position of the Group in mortgage lending. ING Bank Hipoteczny S.A. will allow the Group to diversify its assets funding structure through the issue of mortgage bonds.

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Offered products

We are one of the largest all-round banks in Poland. We are strong in the primary markets of banking services (loans and deposits) and banking-related products (leasing and factoring). We run business via two segments: retail banking and corporate banking. As at 2017 yearend, we served 4.59 million clients.

We split companies into three groups:

  • entrepreneurs (retail segment),
  • mid and big companies (corporate segment) and
  • strategic clients (big companies segments and strategic clients.” word=”corporate segment”]).

The value of the company’s annual turnover is the key classification criterion.

Categorisation of companies per annual turnover

Entrepreneurs up to EUR 1.2 million
MID and BIG companies up to EUR 125 million
Strategic clients above EUR 125 million

We provide services to individual clients, entrepreneurs as well as Private & Wealth clients.

  • Personal accounts
  • Cash loans and loans
  • Credit cards
  • Finance management
  • Insurance
  • Savings
  • Brokerage accounts
  • Investment

We provide services to strategic clients, mid and big companies as well as local governments.

  • Cash management
  • Financing (loans and guarantees)
  • Trade Finance
  • Corporate Finance
  • Financial Markets
  • Custody services
  • Leasing and factoring services
  • Money markets and capital markets

We provide services to individual clients, entrepreneurs as well as Private & Wealth clients.

  • Personal accounts
  • Cash loans and loans
  • Credit cards
  • Finance management
  • Insurance
  • Savings
  • Brokerage accounts
  • Investment

We provide services to strategic clients, mid and big companies as well as local governments.

  • Cash management
  • Financing (loans and guarantees)
  • Trade Finance
  • Corporate Finance
  • Financial Markets
  • Custody services
  • Leasing and factoring services
  • Money markets and capital markets
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External initiatives we are involved in

  • Declaration of Human Rights,
  • Principles for Responsible Investment (PRI),
  • Carbon Disclosure Project,
  • Global Reporting Initiative, and
  • Global Investor Statement on Climate Change.
  • International Integrated Reporting Council,
  • United Nations Global Compact,
  • United Nations Environmental Programme Finance Initiative, and
  • Equator Principles Association.
  • Polish Bank Association,
  • Foundation for the Development of Non-Cash Payments,
  • Polish Factors Association,
  • Polish Leasing Association,
  • Polish Committee of SWIFT Users,
  • National Clearing House,
  • Credit information bureau,
  • Polish Payments Standard,
  • Banking Law Council,
  • Bank Card Issuers Board, and
  • Coalition for Polish Innovation.
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Our vendors

In 2017, in line with in the Procurement Policy, the supplier qualification process continued. The supplier qualification process mitigates the risk of cooperation with suppliers engaged in undesirable criminal, financial or economic practices, including bribery- and corruption-related practices or that are financially, socially or environmentally unsound.

We classify our vendors into two groups. We use the term “qualified” to describe vendors who have already been recommended in the procurement processes and with whom we are going to enter into contracts. We use the term “potential vendors” to describe vendors to whom we are going to send requests for proposal. We implemented such an approach to facilitate the search for vendors who meet the highest qualifying criteria in selected procurement categories on the market.

Qualification is conducted both at the stage of recommended vendor selection and its periodical verification. The process covers:

  • identification, verification and acceptance (Due Diligence) of the business partner as regards the aspects of the financial and economic crime prevention in line with the FEC Policy and anti-bribery and corruption aspects,
  • verification of acceptance of the ING Bank Śląski S.A. Vendors Code of Conduct and Anti-Corruption Statement of ING Bank Śląski S.A.,
  • assessment of the vendor financial standing, and
  • assessment of vendor compliance with the ESR-related requirements.

In 2017, the number of qualified suppliers went up locally and globally. As at 2017 yearend, 452 suppliers in the procurement area were assigned the qualified status. In 2017, 151 suppliers were screened, out of which 136 (90%) were qualified positively. Suppliers are qualified on the basis of the adopted criteria that are compliant with the values and ethical principles adopted in the Bank’s mission and strategy.

Our vendors are further structured into regular and strategic ones. Strategic vendors are covered by the strategic vendor management process, during which we:

  • assess the quality and punctuality of services provided by vendors and the manner of communication with them end to end,
  • evaluate the financial standing of vendors,
  • set the list of vendors to visit/inspect in a given year, and
  • meet cyclically with vendors.

The group of strategic vendors of the Bank includes but is not limited to outsourcees that is the vendors commissioned by the Bank to perform the activities pertaining to the Bank business or services. Vendors are commissioned to deliver services to optimise the Bank service and processes. Our vendors operate in IT, HR and marketing areas, for example. Poland and EU Member States are their primary delivery venues.

Potential suppliers could continue to use the self-registration form on the ING Bank Śląski S.A. website. 46 vendors completed the qualification process successfully and could later participate in the procurement processes at the Bank.

Suppliers that declare the observance of the Vendors Code of Conduct at this website and accept the document developed by ING Group “ING Supplier Terms of Engagement” undertake to comply with the basic standards. These are: observing the applicable laws in relations with the employees, including employee rights, as well as respecting personal dignity, privacy and rights of an individual. Vendors should also provide their employees with safe and harmless workplace in health terms and consider environment protection by striving for reducing environmental burden as part of their business; further, they ought to undertake actions leading to environment improvement. Moreover, suppliers should observe the ban on forced labour, child labour, corruption and discrimination.

Vendors of ING Bank Śląski S.A. also used the trading and auction platform for companies – Aleo. Following registration on the www.aleo.com website, suppliers could participate in auctions organized under the Bank tender proceedings. In 2017, there were over 132 auctions held via the platform. Bank suppliers and clients could also use the platform to support their own procurement processes.

As part of the vendor management process, which covers starting and maintaining the relationship, we set the following goals:

  • Setting a common vision and strategy for cooperation with the Bank vendors.
  • Minimising the vendor risk.
  • Covering the vendors with a uniform management process, including comprehensive management information about the supplier.

In 2017, 78% of strategic vendors assessed the cooperation with the Bank as very good.

Moreover, on the basis of business partner cards, we analyse:

  • how suppliers meet the contractual provisions in employment screening,
  • whether suppliers observe the principles provided for in the ING Bank Śląski S.A. Vendors Code of Conduct,
  • how they minimise the environmental footprint in their operations.

Additionally, suppliers are asked to inform us about innovations they implement or they are planning to implement in their company. The said materials are discussed at the annual vendor performance review meeting.


On 30 November 2017, we organised a conference in Katowice under the title “In search of a common thread – vendor management at ING Bank Śląski”. It was a meeting for bank representatives, suppliers and start-ups. During the event, participants spoke honestly and openly about the difficulties they encounter in cooperation, possibilities it gives and goals that may be reached together. Good communication is the basis of finding the same denominator. This is why, when selecting the partner, the Bank analyses financial but also non-financial aspects of that cooperation. The Bank expects innovative approach and support from its suppliers, as well as knowledge sharing, flexible approach to the Bank’s needs and building relationships based on partnership.

For the first time, the Bank granted the “Recommendable Supplier” awards to recognise those suppliers with whom cooperation is an example of long-lasting and successful partnership. Being the supplier relationship management leader, ING shows best practices and sets cooperation standards.

czy-wiesz-ze
78%
of strategic vendors assessed the cooperation with the Bank as very good in 2017
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Relationships with external parties

Our operations touch many lives: customers, employees, shareholders, vendors and society at large. We are aware that expectations of our stakeholders vary. We try to balance them in our daily work. We spare no effort to ensure professional and friendly communication between our bank and its both internal and external environment. We use advanced tools to develop the best practices as regards cooperation and dialogue with stakeholders.

We operate with awareness of and respect for international standards – the Universal Declaration of Human Rights and the UN Global Compact. We also apply the Good Banking Practice Principles.

Employees
Every year, we hold an Organizational Health Index (OHI) survey or a Work Performance Culture (WPC) scan alternately. On the intranet, employees chat and blog with the CEO. Employee interests and rights are represented by employee organisations – the Works Council and trade unions. The Works Council provides information and runs consultations on the matters of significance to the employees. The Council has 8 members and holds cyclical meetings. There is a trade union, NSZZ Solidarność, at the Bank which gathers over 450 employees.
Non-governmental organisations
Communication with non-governmental organisations is very important for us. We contact them regularly, via various tools. We invite them to meetings, enter into partnerships with them and participate in joint initiatives.
Shareholders
We ensure that all shareholders are treated equally as well as pay attention to wide information access and effective communication with capital market participants.
Every year, we hold an Organizational Health Index (OHI) survey or a Work Performance Culture (WPC) scan alternately. On the intranet, employees chat and blog with the CEO. Employee interests and rights are represented by employee organisations – the Works Council and trade unions. The Works Council provides information and runs consultations on the matters of significance to the employees. The Council has 8 members and holds cyclical meetings. There is a trade union, NSZZ Solidarność, at the Bank which gathers over 450 employees.
Communication with non-governmental organisations is very important for us. We contact them regularly, via various tools. We invite them to meetings, enter into partnerships with them and participate in joint initiatives.
We ensure that all shareholders are treated equally as well as pay attention to wide information access and effective communication with capital market participants.
Strategic vendors
Cooperation with strategic vendors is reviewed on an annual basis.
Investors and analysts
We are permanently in touch with and hold quarterly meetings for them with the Management Board when financial results are published. For more information about the Bank’s investor relations, see under “Investor information” and at our website.
Clients
We capture opinions and needs of our clients (client voice) on an ongoing basis. We run satisfaction and other surveys like NPS or FCR on a quarterly or yearly basis.
Cooperation with strategic vendors is reviewed on an annual basis.
We are permanently in touch with and hold quarterly meetings for them with the Management Board when financial results are published. For more information about the Bank’s investor relations, see under “Investor information” and at our website.
We capture opinions and needs of our clients (client voice) on an ongoing basis. We run satisfaction and other surveys like NPS or FCR on a quarterly or yearly basis.
Regulators
Regulators exert crucial influence on the business of our organisation. Therefore, we try to dialogue with them as frequently as possible, for example – in the report-oriented materiality analysis.
Academic circles
The academic circles encompass first and foremost students who are our very important stakeholders. We arrange meetings with students and participate in student-oriented initiatives. Every year, we organise the Traineeship with the Lion which targets the students who want to pursue their career in banking.
Media
We contact the media by responding to questions on an ongoing basis or by distributing press releases or initiating meetings, for example. To read more about the press office, please visit our websitee.
Regulators exert crucial influence on the business of our organisation. Therefore, we try to dialogue with them as frequently as possible, for example – in the report-oriented materiality analysis.
The academic circles encompass first and foremost students who are our very important stakeholders. We arrange meetings with students and participate in student-oriented initiatives. Every year, we organise the Traineeship with the Lion which targets the students who want to pursue their career in banking.
We contact the media by responding to questions on an ongoing basis or by distributing press releases or initiating meetings, for example. To read more about the press office, please visit our websitee.

All groups of our stakeholders are important from the perspective of business strategy, sustainable development strategy, direct and indirect influence of the organization. The strategic dimension is the most important for them themes. Thanks to this, we can implement them effectively and quickly. We identified our stakeholders while developing the 2011-2012 CSR Report. No other stakeholders have been identified since then.

Communication with the community is vital to our core activity. It is also a natural consequence of the Bank’s social activity and the important role we play in local communities. When engaging in a dialogue with stakeholders, we use both: highly parameterised tools (satisfaction surveys, audits) and ongoing contact during the meetings or phone calls.

I am a client

I am a staff member

I represent the market and media

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