[102-46]  [102-50]  [102-52 ] 

The report was prepared in line with the GRI Standards (Core option) with the support of Go Responsible, an independent consulting company.

The report was not verified by an external entity. mBank reports on an annual basis. Key topics to be addressed by the report were selected on the basis of a survey on stakeholders’ expectations. It was carried out through telephone interviews in December 2019, in addition to an anonymous online questionnaire conducted in December 2018. Respondents included key bank stakeholders: employees, clients, investors, business partners, social partners as well as potential clients, share analysts and third parties. The organisation strategy, non-financial reporting of the competition and conclusions reached at the meeting with the working team responsible for the report were also taken into account when selecting key topics to be covered by the report.

[102-44 ] 

Individual and institutional clients of mBank Group subsidiaries regularly provide feedback on their level of satisfaction with particular processes, products, and their components, such as transparency of presented costs and risk or value for money. These issues are addressed, among others, in structured questionnaires including open questions, the “Assess” option in online banking, as well as during workshops.

The said surveys and workshops are followed by reports, which are presented to the management, sales force employees and product specialists. Obtained conclusions are used to improve the existing processes and products. Furthermore, clients’ replies are uploaded to the customer relation management system already during a survey. Replies to open questions are analysed by branch directors, and then advisors contact clients to get feedback, reply to questions and address clients’ needs.


On the basis of all the above data, the following relevance matrix was developed:

External perspective Average assessment in scale 1-3 Company’s perspective
1. Development and using various forms of contact with our stakeholders 2.00 Approach to stakeholder engagement 102-43
2. Counteracting discrimination and caring about the most vulnerable groups, i.e. the economically disadvantaged, the disabled, the elderly, etc., for example by ensuring the availability of services through customisation of outlets and/or the offer 2.22 Initiatives enhancing access to financial services for the disabled FS14
Access to financial services in sparsely populated or economically weaker areas FS13
3. Recruitment and employment relationships, i.e. lawfulness of employment, legal form of employment, including e.g. the issue of the so-called junk  contracts and lack of discrimination in employment 2.50 New employee hires and employee turnover 401-1
4. Working conditions and social protection, meaning ensuring decent working conditions with respect to remuneration, working hours, rest periods after the week of work, public holidays, pregnancy and maternity protection and the possibility of reconciling work with family obligations, support in difficult situations 2.53 Benefits provided to full-time employees that are not provided to temporary or part-time employees 401-2
Parental leave 401-3
Programs for upgrading employee skills and transition assistance programs 404-2
Percentage of employees receiving regular performance and career development reviews 404-3
5. Social dialogue, i.e. a dialogue between employees and the employer through the agency of trade unions and, e.g. satisfaction studies, etc. 1.98 This topic was not selected as crucial for this report
6. Occupational health and safety 1.81 Hazard identification, risk assessment, and incident investigation 403-2
7. Development and training at work place 2.41 Average hours of training per year per employee 404-1
8. Counteracting corruption, i.e. identification of corruption threats, training, system for monitoring and counteracting corruption 2.17 Operations assessed for risks related to corruption 205-1
Share of employees trained in the topic of anti-corruption policies and procedures 205-2
Confirmed incidents of corruption and actions taken 205-3
9. Fair competition, i.e. ensuring management mechanisms for counteracting the risk of anti-competitive activities 2.31 Legal actions for anti-competitive behaviour, anti-trust, and monopoly practices 206-1
Non-compliance with laws and regulations in the social and economic area 419-1
10. Respecting ownership rights, i.e. observance of the rights of third parties and non-infringement of their intellectual property, including e.g. software 2.43 This topic was not selected as crucial for this report
11. Fair marketing, true and objective information and fair contractual practices 2.51 Incidents of non-compliance concerning marketing communications 417-3
12. Protection of clients’ safety, i.e. creating products in the manner allowing the client to make a conscious decision and limiting the risk of falling into, e.g. a credit trap 2.56 This topic was not selected as crucial for this report
13. Balanced consumption and building clients’ awareness, meaning educating and making consumers aware of safe and rational use of banking services 2.35 This topic was not selected as crucial for this report
14. Customer service and support as well as complaints and disputes settlement 2.47 Incidents of non-compliance concerning product and service information and labelling 417-2
15. Customer data and privacy protection 2.42 Substantiated complaints concerning breaches of customer privacy and losses of customer data 418-1
16. Direct and indirect contribution to social-economic development of the country, i.e. by means of paying taxes, creating jobs, but also providing funding which enables completion of infrastructure investments 2.18 Direct economic value generated and distributed 201-1
17. Indirect impact on the natural environment – applicable credit policy of the bank, especially towards the creditors seeking funding for industrial or infrastructure investments 2.13 Policies concerning social and environmental issues FS1
Procedures of assessment and screening of social and environmental risks FS2
18. Direct impact on the natural environment – consumption of water, energy, paper, CO2 emission 2.08 This topic was identified as important and it is reported as an own indicator

No significant changes were introduced compared with the previous report. Data are presented on the basis of the GRI Standards (Core option), the International Framework, and the Ten Principles of UN Global Compact. This report also functions as our Communication on Progress report.

Due to organisational changes that took place in the Group, mCentrum Operacji was not covered by non-financial reporting unlike in the previous year. In 2018, two organised parts of the undertaking of mCentrum Operacji were separated. One of those was sold to Digital Teammates S.A. (DTM), whose majority shareholder is the Future Tech FIZ fund (established as part of the mAccelerator project). The remaining operations, so far pursued within mCO, were integrated into mBank. In December 2019 the liquidation of mCentrum Operacji Sp. z o.o. (mCO) was completed, which resulted in the subsidiary’s deletion from the National Register of Enterprises (KRS).

The financial data present consolidated information on the Group, i.e. they refer to all subsidiaries consolidated within mBank Group.


Monika Czajkowska

CSR expert


Katarzyna Adamczyk

CSR expert


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