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CORPORATE SOCIAL RESPONSIBILITY AND SUSTAINABLE DEVELOPMENT

             
 
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PRINCIPLES

 

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specific principles

 
1.Fair and clear relations with customers
 
2.Promotion of accessibility and financial inclusion
 
3. Environment-friendly business
 
4. Making a responsible contribution to the community
 
5. Responsible employers
 
6. The digital dimension
 
7. Communication
 
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A COMMITMENT TO RESPONSIBLE BUSINESS
 

 

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CASE STUDIES BY COUNTRY
   

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> Fair and clear relations with customers


Portugal

 
 

MONTEPIO: proper and transparent relationship with customers

MONTEPIO, founded in 1840, is a Portuguese mutual association known for its recognized solid brand, for its historical foothold on mortgage and credit to real estate developers, as well as for promoting social well-being and values. MONTEPIO makes a great effort to achieve one of the highest ratings in quality perceived by our customers.
MONTEPIO makes a great effort to achieve one of the highest ratings in quality perceived by our customers. MONTEPIO uses warranty service procedures for its customers, such as "Mystery Customer" to ensure the quality of service for customers and the training of our employees.

On the other hand, MONTEPIO incorporates into its structure a complaints management function: The Client Office of Attorney develops its activity according to the following methodology:
  1. Reception and registration of complaints;
  2. Collection of information relevant to the examination and investigation along the organic unit involved, the motives and circumstances in which the acts were committed ;
  3. Analysis and appropriateness of the complaint;
  4. Written answer to the Client and Supervisor.
MONTEPIO has a specific information system for management and monitoring of the grievance process, which enables MONTEPIO to produce reports that ascend to the Management Board and all internal organic areas. Ongoing monitoring also allows for pedagogic preventive actions .

MONTEPIO responds to its customers in writing within the delay of 12 days, which is below the period required by national supervisory authorities that stands at 20 days.

Following best practices, MONTEPIO communicates in plain language adjusted to the client’s level of understanding.

MONTEPIO is committed to being open and transparent regarding the challenges faced by its business. Therefore, MONTEPIO releases, every six months, a survey in order to listen to what its customers think about the quality of the service, measuring satisfaction and helping MONTEPIO to meet its customers’ needs.

For the members of the Mutual Association MONTEPIO releases every year a survey to evaluate their needs and satisfaction towards services and products.

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