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  • [102-1]
    Name of the organization
  • [102-3]
    Location of headquarters
  • [102-4]
    Location of operations
  • [102-6]
    Markets served
  • [103-1]
    Explanation of the material topic and its Boundary
  • [103-2]
    The management approach and its components
  • [103-3]
    Evaluation of the management approach

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 banking 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 2018 yearend, we operated through 337 branches and 63 ING Express points. We also offer modern online and mobile banking systems.

Our organisation has two main locations – in Warsaw and in Katowice. This is where we take the most important decisions concerning the operations of our BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A.. 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 2018, 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.
337
branches
The ING brand has been one of the most recognizable brands on the Polish market for many years. The strategy of building a bank's image, which is driven by the needs of people and is a bank for resourceful and entrepreneurial people, was implemented through consistent marketing and product communication. In our advertising activities we take up current topics and trends, inspiring, encouraging reflection but also encouraging to act. We support our clients in self-fulfilment, while providing tools to make wise financial decisions.
Barbara Pasterczyk
Bank Executive Director, Communication & Brand Experience Centre of Expertise

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. ING is one of the three best recognisable banking brands in Poland. This is confirmed by the „Brand Tracking” study conducted by Kantar Millward Brown (CAPIComputer Assisted Personal Interview – an interviewing technique in which the interviewer records the answers of the respondent on mobile devices.Computer Assisted Personal Interview – an interviewing technique in which the interviewer records the answers of the respondent on mobile devices. measurement method, October-December 2018). The bank’s offer is attractive to consumers – we take first place in account, savings and loans consideration (CAWIComputer Assisted Personal Interview – an interviewing technique in which the respondent or interviewer uses electronic questionnaires.Computer Assisted Personal Interview – an interviewing technique in which the respondent or interviewer uses electronic questionnaires. measurement method, October-December 2018). ING definitely stands out from the competition at the image level. We are the leaders in two dimensions of key importance for ING: “bank for the resourceful and enterprising” and “bank which responds to people’s needs” (CAPIComputer Assisted Personal Interview – an interviewing technique in which the interviewer records the answers of the respondent on mobile devices.Computer Assisted Personal Interview – an interviewing technique in which the interviewer records the answers of the respondent on mobile devices. and CAWIComputer Assisted Personal Interview – an interviewing technique in which the respondent or interviewer uses electronic questionnaires.Computer Assisted Personal Interview – an interviewing technique in which the respondent or interviewer uses electronic questionnaires., October-December 2018). ING ads are the most recognizable in the categories, and bank marketing campaigns have been awarded in industry competitions (Golden Banker, EFFIE, Advertising Creators Club, MIXX Awards).

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 12 rounds) in the Respect IndexIndex of the most socially responsible companies on the Warsaw Stock Exchange.Index of the most socially responsible companies on the Warsaw Stock Exchange. – the index of most socially responsible WSE companies.

Who is the owner of our bank

  • [102-5]
    Ownership and legal form

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 2018 yearend, 75% of shares were held by ING Bank N.V. from the Netherlands, while 8.25% were owned by Aviva Otwarty Fundusz Emerytalny Aviva Santander (as per annually reported assets structure of Aviva Otwarty Fundusz Emerytalny Aviva Santander as at 31 December 2018).

The other shares (16.75%) are held by remaining investors, mainly of other open-end pension funds and mutual fund companies.

For detailed information on the controlling shareholder of the BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A., see Chapter “ING Bank Śląski S.A. Management Board Reports on Observance of Principles of Corporate Governance” in item “Profile of the Controlling Shareholder”.

*As per annually reported assets structure of Aviva Otwarty Fundusz Emerytalny Aviva Santander, as at 31 December 2018.

75%
of shares were held by ING Bank N.V.

How does ING Group operate in Poland

  • [102-1]
    Name of the organization
  • [102-10]
    Significant changes to the organization and its supply chain
  • [102-45]
    Entities included in the consolidated financial statements

ING Bank Śląski S.A. is part of a bigger organism – ING Bank Śląski S.A. Group. As a Group, for 30 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 141 billion as at 2018 yearend) and number four in terms of the commercial balance (the total of deposits and loans). We form the Group together with the subsidiaries, where we operate in the area of:

  • leasingThe agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments.The agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments.,
  • factoringPurchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.Purchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.,
  • 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.

Changes to Group structure:

On 16 January 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 sole shareholder of ING Bank Hipoteczny S.A. is ING Bank Śląski S.A. On 2 January 2019, the BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. was notified that the Polish Financial Supervision Authority had authorised ING Bank Hipoteczny S.A. to start operations.

Incorporation of ING Bank Hipoteczny S.A. is 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.

In accordance with the resolution of the Extraordinary General Meeting, ING ABL S.A. changed its name to ING Investment Holding (Polska) S.A. The District Court for Katowice-Wschód in Katowice, Commercial Division No. 8 of the National Court Register registered the change of name on 13 December 2018.

On 18 December 2018, ING Bank Śląski and its subsidiary, ING Investment Holding (Polska) S.A., signed with NN Investment Partners International Holdings B.V. preliminary agreement for the acquisition of a 45% of shares of NN Investment Partners TFI S.A. According to the purchase agreement, the key condition precedent for the closing of the transaction is the absence of an objection by the Polish Financial Supervision Authority. We expect the purchase transaction to be finalised in Q2 2019.

ING Bank Śląski S.A. Group composition

infografika-ing_ing-infografika- copy 7 infografika-ing_ing-infografika- copy 7

*The ING Lease (Polska) Group is composed of 9 subsidiaries wherein ING Lease (Polska) Sp. z o.o. holds 100% of shares.

ING Investment Holding (Polska) S.A. is a holding company. Through that company, the BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. holds shares in two subsidiaries: ING Commercial Finance and ING Lease (Polska).

ING Lease (Polska) has been present in the market since 1996. Since 2012, it has been a 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 (passenger cars, light-duty vehicles, heavy transport means, machinery and equipment, 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. Company services are targeted at all market segments: large, medium and small enterprises as well as clients from the micro (EntrepreneursCompanies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients.Companies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients.) segment.

In 2018, the new lease production of the company totalled PLN 4.6 billion (up by 25% y/y). It allowed ING Lease (Polska) to be #7 in the market, with a market share of 5.6%. At the end of 2018, the company served 24.9 thousand clients (up by 40% y/y) and its portfolio worth exceeded PLN 8.6 billion (up by 20% y/y).

ING Commercial Finance offers factoringPurchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.Purchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services. 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 factoringPurchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.Purchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services. market in Poland. In 2018, ING Commercial Finance turnover totalled PLN 31.5 billion, which represented 13.0% of the market turnover. In 2018, the Company served nearly 3.2 thousand clients (up by 87% y/y) and bought out 24% more invoices versus 2017.

In 2018, the Bank GroupBank Group when capitalised means the ING Bank Śląski S.A. Group.Bank Group when capitalised means the ING Bank Śląski S.A. Group. was joined by a new subsidiary – ING Bank Hipoteczny S.A. The Polish Financial Supervision Authority consented to ING Bank Hipoteczny establishment on 16 January 2018 and on 2 January 2019 it consented for ING Bank Hipoteczny to start operations. ING Bank Śląski S.A. holds 100% of shares in the new entity.

The main business purpose of ING Bank Hipoteczny will be issue of long-term mortgage bonds with the underlying instruments being debt claims under the mortgage-backed loans acquired from ING Bank Śląski S.A. or other banks.

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 entrepreneursCompanies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients.Companies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients..

The company was incorporated in May 2014. It conducts educational and marketing activities. As far as educational activities are concerned, the company runs the website edukacjagieldowa.pl. It is a website about investing and stock exchange, both for debuting and fully-fledged investors. The knowledge database and investment-related materials are published on an ongoing basis on the website.

Marketing activity centres around popularisation of ING Turbo certificates on the Polish market. The instruments are issued by ING Bank N.V. Amsterdam and quoted on the Warsaw Stock Exchange. The main activities of the company are the organisation of marketing campaigns, ING Turbo helpline service or technical support while running the ingturbo.pl website.

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 5 residential premises in the building in Katowice at ul. Klimczoka 4 in Katowice.

Twisto Polska Sp. z o.o. was incorporated in 2017. Its shareholders are ING Bank Śląski S.A. and Twisto Payments a.s. – a Czech fintech offering innovative solutions for payments in e-stores.

The ING Bank Śląski’s investment was made primarily to launch Twisto services on the Polish market and their innovative purchase formula “Buy now and pay in 21 days”, with which clients buying at e-stores can make orders and pay for them within 21 days. The Twisto payment method is available in the payment gateway “imoje” activated by the BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. in April 2018.

Offered products

  • [102-2]
    Activities, brands, products, and services
  • [102-6]
    Location of headquarters

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 (leasingThe agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments.The agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments. and factoringPurchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.Purchase by the factor of not past-due receivables of companies (clients) due thereto from business partners (offtakers) under delivery of goods and services.). We run business via two segments: retail banking and corporate banking. As at 2018 yearend, we served 4.86 million clients.

We split companies into three groups: entrepreneursCompanies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients.Companies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients. (retail segment), mid and big companiesCompanies with the annual turnover ranging from EUR 10 million to EUR 125 million, corporate segment clients.Companies with the annual turnover ranging from EUR 10 million to EUR 125 million, corporate segment clients. (corporate segmentSimply: clients of mid and big companies segments and strategic clients.Simply: clients of mid and big companies segments and strategic clients.) and strategic clientsGroups with the annual turnover of over EUR 125 million, corporate segment clients.Groups with the annual turnover of over EUR 125 million, corporate segment clients. (big companiesCompanies with the annual turnover ranging from EUR 10 million to EUR 125 million, corporate segment clients.Companies with the annual turnover ranging from EUR 10 million to EUR 125 million, corporate segment clients. segments and strategic clientsGroups with the annual turnover of over EUR 125 million, corporate segment clients.Groups with the annual turnover of over EUR 125 million, corporate segment clients.. The value of the company’s annual turnover is the key classification criterion.

Categorisation of companies per annual turnover

EntrepreneursCompanies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients.Companies, mainly sole proprietorships, with the annual turnover of up to EUR 1.2 million, retail segment clients. up to EUR 1.2 million

MID and BIG companies up to EUR 125 millions

Strategic clientsGroups with the annual turnover of over EUR 125 million, corporate segment clients.Groups with the annual turnover of over EUR 125 million, corporate segment clients. above EUR 125 million

inforgafiki-ing-7-07 inforgafiki-ing-7-07

External initiatives we are involved in

  • [102-12]
    External initiatives
  • [102-13]
    Membership of associations
  • Principles for Responsible Investment (PRI),
  • Carbon Disclosure Project,
  • Global Reporting Initiative,
  • Global Investor Statement on Climate Change.
  • International Integrated Reporting Council,
  • United Nations Global Compact,
  • United Nations Environmental Programme Finance Initiative,
  • Equator Principles Association.
  • Polish Bank Association,
  • Foundation for the Development of Non-Cash Payments,
  • Polish Factors Association,
  • Polish LeasingThe agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments.The agreement, whereunder the owner of an assets item (lessor) provides the user (lessee) with the right to use the assets item for a defined period in exchange for payment or a series of payments. 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.

Our vendors

  • [102-9]
    Supply chain
  • [308-1]
    New suppliers that were screened using environmental criteria
  • [414-1]
    New suppliers that were screened using social criteria

In 2018, 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.

In 2017, the number of qualified suppliers went up locally and globally. As at 2018 yearend, 534 suppliers in the procurement area were assigned the qualified status. In 2018, 215 suppliers were screened, out of which 194 (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’sBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. mission and strategy.

Vendors with whom the bank cooperates are in 91.1% of vendors from Poland. The remaining 8.9% are foreign vendors. In only 2018, 357 purchasing processes were carried out.

Vendors who declare complianceEnsuring observance of laws, norms and standards, and recommendations.Ensuring observance of laws, norms and standards, and recommendations. with the vendors code at www.ingbank.pl/o-bank/dostawcy and accept the document developed by the ING Group „ING Supplier Terms of Engagement” undertake to comply with the basic standards. These include: complianceEnsuring observance of laws, norms and standards, and recommendations.Ensuring observance of laws, norms and standards, and recommendations. with applicable law, including employee rights, in relations with employees, as well as respect for their personal dignity, privacy and individual rights. The vendor should also provide its employees with a safe and harmless workplace in terms of health and take care of environmental protection, striving to minimize the burden of the environment as part of the conducted activity and taking actions to improve it. He should also comply with bans on forced labour, child labour, corruption and discrimination.

It is important for us to be able to document complianceEnsuring observance of laws, norms and standards, and recommendations.Ensuring observance of laws, norms and standards, and recommendations. with the above standards. For this purpose, the bank may ask vendors to provide the so-called evidence:

  • certificates issued by third parties confirming complianceEnsuring observance of laws, norms and standards, and recommendations.Ensuring observance of laws, norms and standards, and recommendations. with the provisions by the vendor, if available
  • copies of current internal documents related to the policy of codes of conduct and equivalent documents confirming the vendor’s activities undertaken for the purpose of establishing and observing them.

In 2018, we sent a wider questionnaire in the area of social responsibility to a selected group of 5 vendors. There were questions about environmental protection, employees and forms of employment, questions about general information about the company (examples: percentage energy consumption broken down into renewable and non-renewable energy, or the company operates according to international ISO standards).

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 BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. tender proceedings. In 2018, over 75 auctions were organized through the platform, while all of the auctions using the platform were 455. Bank suppliers and clients could also use the platform to support their own procurement processes.

357
purchasing processes were carried out

As part of the Supplier Management process, which includes establishing and maintaining relationships, we set the following goals:

  • setting a coherent vision and cooperation strategy with the bank’s suppliers.
  • minimizing risk in cooperation with suppliers.
  • covering suppliers with a uniform management process, including comprehensive management information on the supplier.

In 2018, 78% of strategic vendors assessed the cooperation with the BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. 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.

Good communication is the basis for finding an agreement in mutual cooperation, therefore, when choosing
a partner, the bank pays attention to the financial but also to the non-financial aspects of this cooperation. We expect from our suppliers an innovative approach and support, knowledge sharing, flexible response to the bank’s needs and building partner relations.

In our cooperation with the providers, we seek to build valuable and long-term relations. Good communication is fundamental to find agreement; when choosing the provider, we pay attention to the financial as well as non-financial aspects of this cooperation. We expect our providers to have innovative approach, be supportive, obey our Provider’s Code and minimize the negative impact on the ecosystem. We manage our providers actively and together create value for our organizations.
Wojciech Marchwicki
Director of the Procurement and Strategic Sourcing Department

Relationships with external parties

  • [102-40]
    List of stakeholder groups
  • [102-42]
    Identifying and selecting stakeholders
  • [102-43]
    Approach to stakeholder engagement
  • [103-1]
    Explanation of the material topic and its Boundary
  • [103-2]
    The management approach and its components
  • [103-3]
    Evaluation of the management approach

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– we care for equal treatment of all shareholders and attach importance to wide access to information and effective communication with capital market participants.

Employees

Every year, we hold an Organizational Health Index (OHIOrganizational Health Index.Organizational Health Index.) survey or a Work Performance Culture (WPC) scan alternately. Additionally, Pulse Check is carried out once a quarter. On the intranet, employees chat and blog with the CEO. We also organize anonymous chats with board members, where each employee can ask a question which is answered each time. 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 BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. 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 (OHIOrganizational Health Index.Organizational Health Index.) survey or a Work Performance Culture (WPC) scan alternately. Additionally, Pulse Check is carried out once a quarter. On the intranet, employees chat and blog with the CEO. We also organize anonymous chats with board members, where each employee can ask a question which is answered each time. 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 BankBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. 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. From 2018, we have included additional extended surveys in the area of social responsibility.

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’sBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. investor relations, see under “Other information” in “Investor information” and website en.ingbank.pl/company-profile/investor-relations.

Clients

Clients are one of the most important groups of our stakeholders because without them we would not be our organization. Their opinions and needs are extremely important to us, which is why we collect them on a regular basis, analyse them and try to implement them into our products and services (client voice).We run satisfaction and other surveys like NPS Net Promoter Score – a client loyalty survey. Client database is split into three categories: promoters, neutral clients and detractors. NPS ratio is the difference between the share of promoters and detractors in the entire client database.Net Promoter Score – a client loyalty survey. Client database is split into three categories: promoters, neutral clients and detractors. NPS ratio is the difference between the share of promoters and detractors in the entire client database. or FCRFirst Call Resolution – It is a contact centre performance evaluation. It checks what volume of problems reported by clients to the contact centre is solved at the first contact.First Call Resolution – It is a contact centre performance evaluation. It checks what volume of problems reported by clients to the contact centre is solved at the first contact. on a quarterly or yearly basis.

Cooperation with strategic vendors is reviewed on an annual basis. From 2018, we have included additional extended surveys in the area of social responsibility.

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’sBank when capitalised means ING Bank Śląski S.A.Bank when capitalised means ING Bank Śląski S.A. investor relations, see under “Other information” in “Investor information” and website en.ingbank.pl/company-profile/investor-relations.

Clients are one of the most important groups of our stakeholders because without them we would not be our organization. Their opinions and needs are extremely important to us, which is why we collect them on a regular basis, analyse them and try to implement them into our products and services (client voice).We run satisfaction and other surveys like NPS Net Promoter Score – a client loyalty survey. Client database is split into three categories: promoters, neutral clients and detractors. NPS ratio is the difference between the share of promoters and detractors in the entire client database.Net Promoter Score – a client loyalty survey. Client database is split into three categories: promoters, neutral clients and detractors. NPS ratio is the difference between the share of promoters and detractors in the entire client database. or FCRFirst Call Resolution – It is a contact centre performance evaluation. It checks what volume of problems reported by clients to the contact centre is solved at the first contact.First Call Resolution – It is a contact centre performance evaluation. It checks what volume of problems reported by clients to the contact centre is solved at the first contact. 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 media.ingbank.pl/.

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 media.ingbank.pl/.

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. The stakeholder map was verified and improved during the materiality test when creating the report for 2017 as part of internal consultations. Since then, there have been no changes in the identification of stakeholders.

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