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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
 
THEMATIC SEARCH

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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


The following is a list of case studies from ESBG members on the implementation of this Charter principle. The case studies are listed by country in alphabetical order.

France

French Savings Banks: A strong cooperative identity: a privileged relationship with cooperative shareholders who are also customers

At the end of 2016, Caisse d’Epargne had nearly 4.8 million cooperative shareholders, the majority of them individual customers. Cooperative shareholders are represented by 228 local savings companies (LSCs), which form an intermediate layer that helps strengthen each bank’s local roots and relationships.

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France

French Savings Banks: Quality Assurance

The Caisses d’Epargne has put customer satisfaction at the heart of its strategy. To deliver on this commitment, it has put mechanisms in place to measure the quality of customer relationships in a way that is aligned with its identity and distinctive characteristics.

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Germany

Sparkasse Taunus: Unternehmer-Blick “Dialogue as a source of inspiration”

Sparkasse Taunus launched the initiative “An entrepreneur’s view” in order to obtain a clearer idea of customers’, especially SMEs’, expectations towards a savings bank. The findings of the round table discussion are used to improve customer satisfactions as they give rise for the development of new financial products, tailored according to customers’ needs. Hence, the initiative simply follows the principle: only those who make their customers strong will be made strong by their customers.

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Norway

The Norwegian Savings Banks Association and fair and clear relations with customers

The Norwegian Savings Banks Association is promoting fair and clear relations with customers through a number of tools, such as an authorization scheme for financial advisers, a Code of Conduct for Financial Advisers, the appointment of two Committees within Finance Norway to improve standard contracts, and the issuing of Guidelines on CSR.

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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.

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Spain

Bankia Contract Simplification

This project results from actively listening to the branches. 195 contract models have been simplified affecting 1,028 products.

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Spain

Bankia Responsible Management Committee

Bankia Responsible Management Committee was created at the end of 2014, which includes among others, the functions of defining, implementing and supervising Bankia’s responsible management policy, in addition to taking the necessary decisions to help fulfil the company’s strategy in this field.

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Spain

ABANCA financial product quality certification and transparency

The financial product quality certification recognizes ABANCA’s commitment to offer its customers a transparent and innovative service

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Sri Lanka

Customer Charter

NSB published its Customer Charter to provide its services in an efficient manner and to create a customer friendly environment.

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