2016 Corporate Social Responsibility Report

  • Customer

  • Employee

  • Society

  • Shareholder

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Retail customers

The Retail Banking Division provides services to more than 4 million retail customers, broken down into 4 segments: Standard, Premium, VIP and Private Banking which differ with regard to the degree of the service personalisation.

Accounts worth recommending

Simple products, transparent terms

  • Current and savings accounts
  • Cash loans, home loans and overdrafts
  • Payment cards
  • Term deposits and investments
  • Insurance products

Accounts worth recommending

  • Already 3.9m

    personal accounts

  • 78%

    increase in the sale of the Account Worth Recommending in BZWBK24 internet and BZWBK24 mobile.

  • 346k

    personal PLN accounts (vs. 311,000 in 2015).

  • 65k accounts

    record-high sales of personal PLN accounts (vs. 32,000 accounts in 2015).

  • Account <20

    awarded twice in 2016:

    First award in the ”WPROST Portfolios 2016” competition, in the category ”Bank Account for the Young”

    First award in the ranking of personal accounts published by TotalMoney.pl in the category ”Best Account for the Underaged”

More convenient card services

Like in previous years, the bank’s main efforts around payment cards focus on increasing their functionality and safety. The most important developments include:

All our customers received access to the eFX currency exchange service via BZWBK24 internet and mobile platforms. The service offers quick and advantageous exchange of currencies any time, any place – also abroad.

A card which helps

We offer our customers an opportunity to regularly support the Pajacyk campaign organised by the Polish Humanitarian Action. Under our cooperation with PAH, we support the organisation with a certain fraction of funds related to the issue and use of Visa Silver Akcja Pajacyk cards. In this way, we jointly help to improve the situation of children in need who are beneficiaries of the Pajacyk programme. Over the period of 15 years, Bank Zachodni WBK contributed to Pajacyk nearly PLN 6 million. In 2015, the bank spent close to PLN 480,000 on malnourished children in Poland. The money was used to buy 108,000 meals for 1,179 children in 76 facilities. In 2016, the amount totalled PLN 500,000. The purpose of the Pajacyk programme is to provide meals to children at schools and to improve the system of providing free meals to disadvantaged children in Poland. The partners of the programme are primary and junior schools and day care centres. These institutions receive the money to finance the provision of free meals to children in needs.

Better service for VIP customers

In 2016, we launched the Global Select Offer, i.e. the Santander’s Group special service dedicated to VIP customers. Thanks to the service we can support our customers also when they are abroad. Our proposal includes:

  • Assistance in establishing a relationship with a new bank from the Santander Group in the event of moving abroad
  • Priority credit card services in the event of a credit card loss abroad
  • An opportunity to use the services of over 40 Select Embassies located in the main cities of the countries in which the Santander Group operates.

Bank for the family

  • In 2016, Bank Zachodni WBK joined the government programme ”Family 500+”. The bank’s customers can quickly and easily file applications for the benefit via BZWBK24 internet. After completion of the form and collection of the required documents, the application is automatically sent to the central system of the Ministry of the Family, Labour and Social Policy, from where it is forwarded to the appropriate Social Welfare Centre or office indicated by the customer in the application.

  • The bank has also signed a cooperation agreement with the Ministry of the Family, Labour and Social Policy regarding the ”Big Family Card” programme. Families with at least three children can benefit from a special promotional offer including, among other things, a 1|2|3 personal account, a mortgage loan or a cash loan with preferential price terms.

Important insurance

BZ WBK-Aviva

In July 2016, the bank started offering a new insurance prepared by BZ-WBK Aviva, covering the risk of being diagnosed with cancer. The onco-policy provides for a financial assistance in the form of a one-off payment of up to PLN 200,000. The funds received can be spent according to one’s needs e.g. to finance private medical appointments with specialists, purchase of non-reimbursed medicines or complementary therapies or treatment abroad. The onco-policy also covers a broad range of healthcare services, both in the area of cancer prevention and treatment.


  • In 2016, BZ WBK-Aviva companies received Customer-Friendly Company certificates awarded on the basis of independent customer surveys carried out by the Management Observatory Foundation.

  • In January 2017, BZ WBK-Aviva Towarzystwo Ubezpieczeń na Życie made it to the top three in the Friendly Insurance Company competition organised by Gazeta Bankowa and was number one in the life insurance category. It was already the seventh edition of the ranking of the best insurance companies on the Polish market. The judging panel evaluates information from insurers and the Insurance Ombudsman concerning the customer service quality and loss adjustment.

Accessible loans

Simple home loans

  • Number 4

    in the sales of home loans according to the report of the Polish Bank Association

  • 14.3%

    market share, + 3.5 p.p. vs. 2015

  • 21%

    share in the market of Home for the Young loans

  • Number 1

    in the Comperia Stars ranking

  • Number 2

    in the Golden Banker ranking

Simple cash loans

In 2016, we simplified our cash loan proposal and the related credit decision process.

  • The lending period extended to 120 months
  • The interest rate at 4.99% for customers with very good credit rating
  • Lower fees for loans sanctioned in remote channels
  • Sale of low-value loans on the basis of declared income