Social environment

In 2023, PKO Bank Polski S.A. and PKO Bank Hipoteczny S.A. granted housing loans to private individuals of PLN 21.9 billion (a 35.9% share of sales of new mortgage loans in 2023).

Since 2014 PKO Bank Polski S.A. has been involved in a nationwide initiative supporting large families: a reduced commission for granting Własny Kąt Hipoteczny (My Own Place Mortgage) housing loan to holders of a Large Family Card

Preferential student loans for students and doctoral students (the Bank offers forgiveness of a part of the loan for the best graduates). At the end of 2023, the value of preferential student loans was PLN 410 million.

exclusion The Bank has the largest network of branches and agencies of all banks operating in Poland. The coverage of the Bank’s network provides access to banking services also to people living in places where the Bank’s main competitors do not have any branches. Electronic banking is an important addition to the branch network.

Support in the acquisition of digital competence: since 2020, selected locations of the Bank offer their customers online self-service points (for persons who do not have a computer or Internet access). The Bank’s customers can benefit from self-service education in the branches (all branches) and support from a Bank employee in the use of ATMs/cash deposit machines, handling self-service transactions (in 200 branches) and Internet workstations enabling them to log in to the iPKO transactional platform (in approximately 300 branches by the end of 2023).

The Simple Communication project involves, among other things, making the messages presented on the e-banking platforms and in the product documentation more comprehensible for the Customers.

The possibility of investing in investment funds (PKO TFI S.A.) and in savings Treasury bonds, including long-term ones. The offer of ROD and ROS bonds for the beneficiaries of the 500+ programme.

The offer of educational products for children under the age of 13 and their parents. PKO Junior’s offer includes: PKO Konto Dziecka (PKO Child’s Account), Parent account (any account from the Bank’s offering with access to iPKO to operate the child’s account), Pierwsze Konto Oszczędnościowe (First Savings Account), NNW PKO Ubezpieczenie dziecka (PKO Accident Insurance for Children) (0-20 years of age), PKO Junior payment cards, as well as online services and telephone applications: junior.pkobp.pl, junior.inteligo.pl.

The Bank has been conducting the Szkolne Kasy Oszczędności (School Savings Accounts) programme in cooperation with schools for more than 90 years. It is the oldest, largest and at the same time the most innovative financial education programme in Poland. Since the revitalisation of the SKO programme in 2011-2012, more than 4.5 thousand primary schools across Poland have benefited from the programme. The SKO offer includes three types of accounts: for pupils (with online access through www.sko.pkobp.pl), schools and parents’ councils. The Bank also offers a social media platform SzkolneBlogi.pl, where over 800 schools participating in the SKO programme have their blogs. Overall, nearly 1 million children under the age of 13 have already used the PKO Junior and SKO offers (accounts for children and accounts for pupils).

In 2023, PKO Bank Polski’s School Saving Accounts programme was enriched with new educational materials and tools. The teaching tool base for SKO Teacher-Guardians has expanded to include materials on cyber security and digital hygiene (topics covered for the first time in the Bank’s educational materials). The bank also organised events for SKO TeacherGuardians and school principals. These were an opportunity to broaden horizons on technological trends, the use of artificial intelligence, the creation of digital identities in the Metaverse, discoveries in genetic engineering. Digital hygiene, the impact of the Internet and smartphones on people of all ages and the topic of long-term financial management from the perspective of children and adults were also some of the topics covered.

Other educational activities, including numerous publications on socially relevant topics such as cyber security (e.g. social engineering), finance (e.g. chatbots in banking), environmental issues (e.g. digital pollution), consumer awareness (e.g. greenwashing), personal development (e.g. PFSA’s fintech learning platform), also helped to raise the competences of SKO Teachers-Guardians. The aim of the activities was to raise awareness of the need to improve professional and personal competences and to expand knowledge on one’s own.

The Bank provided all beneficiaries with animated educational videos to support environmental awareness building and management of family finances. In addition, as many as 100 thousand SKO/PKO Junior educational publications in printed form were distributed to beneficiaries in the 2023 school year during promotional and educational initiatives supported or organised by the Bank (educational picnics, open days of banking facilities, lessons in schools and facilities, educational competitions).

In addition, for the third time, both pupils of schools participating in SKO and all those interested (including adults) were able to test their knowledge using the online SKO Knowledge Test. In total, nearly 200,000 tests were taken in all editions. The test verifies and consolidates knowledge in finance, entrepreneurship, healthy lifestyles, first aid, environmental protection and cyber security.

Senior citizens’ digital education project: internal research on the way in which seniors use remote channels and the preparation, on the basis of this research, of educational materials for older people made available in branches.

Safe online” – educational meetings across the country to raise awareness of the dangers of cyberspace and the principles of safe banking using the tools offered by the Bank. The meetings were attended by bank specialists and the Police’s cybercrime units. The aim of the meetings was to educate seniors on how to properly handle risk situations, what situations to look out for and who to contact in case of doubt.

Loans with BGK guarantee: de minimis (https://www.pkobp.pl/firmy/kredyty/gwarancje-bgk/gwarancja-de-minimis-zbgk/) and FG POIR (BIZNESMAX) guarantees (https://www.pkobp.pl/firmy/kredyty/gwarancje-bgk/gwarancje-fg-poir/)

Overdraft of up to PLN 20,000 without security (https://www.pkobp.pl/firmy/konta/debet-w-koncie/)

Credit card PKO EURO BIZNES of up to PLN 50,000 (https://www.pkobp.pl/firmy/karty/karty-kredytowe/kartakredytowa-pko-euro-biznes/)

Financing of invoices (https://www.pkobp.pl/firmy/finansowanie-faktur/)

SME working capital loan (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/kredyt-obrotowy-msp/)

SME all-purpose loans (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/pozyczka-msp/)

Leases (https://www.pkobp.pl/firmy/leasing/leasing-dla-firm/)

Investment loan for companies (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/kredyt-inwestycyjny-msp/)

Mortgage loan for companies (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/pozyczka-hipoteczna-msp/)

Faktoring (https://www.pkobp.pl/firmy/faktoring/)

Technology loan with BGK technology premium (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/kredyttechnologiczny/)

Environmental loan (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/kredyt-ekologiczny/)

Start-up loan (https://www.pkobp.pl/firmy/kredyty/produkty-kredytowe/pozyczka-start/)

Low-value loans granted on the basis of the customer’s declaration on income (https://www.pkobp.pl/klienciindywidualni/pozyczki/szybka-pozyczka-gotowkowa/)

Preventing financial exclusion of persons with disabilities through:

• Appropriate selection of locations (along a main pedestrian route, with access to parking spaces, accessible to persons with disabilities) and appropriate arrangement of space in the branches. In 2023, 47 retail branches were upgraded, including by increasing architectural accessibility. By the end of 2023, architectural accessibility was ensured in 759 own branches (83% of branches; in 2022 it was 784 branches – 81% of branches).
• Commencement of work on a new standard for the arrangement and upgrade of branches. The first branch upgrades to the new standard are scheduled for 2024.
• Ensuring that customers with a guide/assistance dog are able to enter each branch/agency of the Bank.
• Providing services to persons with hearing impairments and the deaf in the Polish Sign Language in every branch and agency (through a smartphone).
• The possibility of individual service adapted to the type and degree of a customer’s disability – if required, in a dedicated, comfortable and safe room.
• Adaptation of the Bank’s website, the IPKO e-banking website and the IKO mobile app for people with special needs in accordance with the international WCAG 2.1 standard at AA level.
• The Talk2IKO voice assistant: increasing the accessibility of the application to persons with manual disabilities, regular addition of new processes – it enables, among other things, voice support for persons withdrawing cash from ATMs using a card and BLIK codes, searching for transactions in transaction history, change of limits, repayment of credit card or summary of expenditure category, and checking current savings
• Expanding the range of services that are available online – including increasing the number of documents that can be submitted online regularly (among other things, documents for an application for a mortgage loan and loans for entrepreneurs).
• Development of the sales services provided by branch advisors by telephone and/or online (video chats) in all business lines, among other things, for persons with reduced mobility. In this channel one can currently submit an order to a mortgage loan and term deposits, obtain information about the status of products at the bank – balance of funds, history of operations or interest, report suspicions of fraud, apply for a cash loan, overdraft limit, credit card, car insurance, or PKO Dom, as well as obtain personalized assistance of the advisor when using the iPKO transactional platform of a Bank.
• Possibility of opening a personal account without having to visit a branch (the so-called selfie account).
• Introducing the possibility of making an appointment with an advisor at a specific time via the website – for physical meetings at the branches, telephone meetings and online meetings (video chats).
• Development of alternative forms of transaction authorization (text messages, customer screens which offer the possibility of signing an order on an electronic pad and receiving copies of documents by e-mail available in all of the Bank’s branches).
• Possibility to use online public administration services via the Trusted Profile and e-Identity and to apply for family benefits from the Social Insurance Institution (800+, Family Capital Care, Subsidised Nursery Stay, Good Start).
• ATM accessibility: at the end of 2023, 2,666 ATMs (88% of the banking network) were equipped with audio modules. Information on the location of such devices can be found on the Bank’s website and on the Dostępny Bankomat (Available ATM) interbank platform.
• Training more than 80% of the Bank’s employees responsible for serving customers in branches in 2023 in the principles of serving people with different types of disabilities and the principles of communication with such people. Access to additional information on the dedicated intranet page or by contacting the training tutors

Since 2019, the Bank has been the titular partner of the Ekstraklasa competition. In 2023, the cooperation agreement was extended for further seasons. The main objective of the cooperation is the development of Polish sport, including the creation of a strong professional league and the support of young football talents in Poland. Through the Partner Programme, PKO BP Ekstraklasa clubs are engaged in the promotion of personal accounts in return for a commission, which they can then use, among other things, to develop their activities. Supporters, on the other hand, have the opportunity to order an Official Ekstraklasa Card – a payment card with the crest of their favourite club. This is the only such product on the market. The Bank also develops the „PKO Bank Polski Grajmy Razem” (PKO Bank Polski Let’s Play Together) channels on social media, where, among other things, it promotes the best young players by awarding a prize for the best youth player of the month, and also implements the „Fan Couch” project, which integrates fans at every stadium in the country. Since 2022, the Bank’s customers have been able to purchase tickets for selected matches of PKO Bank Polski Ekstraklasa on the iPKO website. As part of its cooperation with Ekstraklasa, the Bank also supports e-sports games under the name PKO Bank Polski Ekstraklasa Games. In 2023, the EA SPORTS FC 24 tournament took place in the PKO Rotunda, bringing together more than 100 players. Through its cooperation with Ekstraklasa, the Bank is also involved in the „Ekstra Class Academies” project, i.e. a series of sporting events for children organised by PKO BP Ekstraklasa clubs.

In 2023, the Bank supported 21 major events, including Poznań Półmaraton (Poznań Half Marathon), PKO Białystok Półmaraton (PKO Białystok Half Marathon), PKO Rzeszów Półmaraton (PKO Rzeszów Half Marathon), Bieg Piastów, the Polish edition of the Wings for Life run, during which regular charity actions were conducted in cooperation with PKO Bank Polski Foundation.

The PKO Bieg Charytawny (Charity Run), organised by the Bank in cooperation with the PKO Bank Polski Foundation, was also held for the seventh time. Participants in 12 cities, through their activity, supported the charity’s goal of sports scholarships for children and young people. The amount of PLN 2,050,906 will be transferred by PKO Bank Polski Foundation in 2024.

The Bank also encouraged people to look after their health and lead a healthy lifestyle by continuing the stadium campaign BiegamBoLubię (IRunBecauseILikeTo).

In addition to the running events, the Bank supported yet again a series of international, indoor horse riding competitions known as Cavaliada Tour, and also promoted physical activity by supporting beach volleyball tournaments and many local sporting events.

The sponsorship of culture and art is one of the main areas of the Bank’s sponsoring activity. Inviting customers to prestigious events allows us to strengthen existing, and build new business relationships. Examples of support for cultural institutions in 2023:

• Philharmonic orchestras/operas: The National Philharmonic in Warsaw, the Warmia and Mazury Philharmonic in Olsztyn, the Podlasie Opera and Philharmonic – European Centre of Art in Białystok, the Zielona Góra Philharmonic, the Podkarpackie Philharmonic Orchestra, the Krakow Opera, the Silesian Opera, the Wroclaw Opera, AUKSO – the Tychy City Chamber Orchestra, Zamość Symphony Orchestra.
• Theatres: The Music Theatre in Poznań, the Music Theatre in Gdynia, the Music Theatre in Lublin, Kamienica Theatre in Warsaw, Banialuka Puppet Theatre, Zagłębie Theatre in Sosnowiec.
• Museums: Wawel Royal Castle State Art Collections, National Museum in Wrocław, the National Museum in Szczecin, the Central Museum of Textiles in Lodz, the Diocesan Museum in Siedlce, the Castle Museum in Pszczyna, Łazienki Królewskie Museum.

In 2023, the Bank was a partner of the Fryderyk Chopin Institute, sponsoring events such as: „Chopin and his Europe Festival”, „2nd International Chopin Competition on Historical Instruments”, „Children’s Day at Żelazowa Wola” and „Concert on the Anniversary of the Death of Fryderyk Chopin”.

In 2023, the Bank cooperated with universities and academic centres, including: The Warsaw School of Economics, SWPS University of Humanities and Social Sciences in Warsaw, or the University of Silesia in Katowice, as well as Fundacja Akademia Retoryki Igora Zalewskiego (Foundation – Oratory Academy of Igor Zalewski). The most important educational projects:

• SGH – Partners Club – a one-year partnership with the Warsaw School of Economics in a minimum of four areas: employer branding and recruitment, education and science, strengthening the capacity of SGH and community projects.
• UX Manager Master Class – the first course in Poland to deal holistically with the topic of UX management.
• The “Best Young Orator” and the “Academic Oratory Competition” – competitions promoting oratory art and the ability to effectively argue,

As one of the leaders in the financial market, the Bank participated actively in organizing congresses and conferences enabling the exchange of experience and solutions among various business environments. The events are usually attended by many of the Bank’s customers – both current customers and those the Bank is seeking to attract. Sponsorship engagement has the potential to translate into building relationships with potential customers.

Examples of the largest and most important projects with the Bank’s participation:

• Economic events: European Financial Congress, Banking&Insurance Forum, 2022 Krynica Forum, Kongres Przyszłości (Future Congress), Forum Wizja Rozwoju (Development Vision Forum), Invest Cuffs 2022, UX Poland, ESG Report – Karpacz Economic Forum, IMPACT 2023,
• Congresses and trade competitions: Retail Banking Congress, Corporate Banking Congress, Rail Congress, Aviation Market Congress, Energy Congress, European Local Government Congress, Chamber of Brokerage Conference, ForFin – Finance and Investment Forum, EY Entrepreneur of the Year Competition, Business Course Competition, Energy Transformation Congress,
• Chambers of Commerce: The bank cooperates with chambers of industry and commerce and associations that work for the benefit of local entrepreneurs. The chambers undertake a number of initiatives for the benefit of their members, organising meetings and conferences to enhance the knowledge and skills of entrepreneurs.

The Bank, being aware of climate change challenges, supports the energy transformation of Poland and reduces the negative impact of its operating activities on the environment, supports environmental education and day-to-day activities follows the principle of social responsibility.

The Bank took an active part in events promoting the development of innovations used in banking and actively supported projects which were aimed at promoting the digital transformation and the development of new technologies:

• Infoshare – the largest conference in Central and Eastern Europe focused on technology, new media and support for young companies.
• Venture Cafe – an initiative aimed at strengthening the innovation ecosystem in Warsaw; the project initiates, creates and implements platform programs, thanks to which cities become friendly ecosystems for innovators and start-ups,
• Day of Women’s Careers in IT – the fifth edition of the online event for all women who wish to enter the IT industry.

In view of the development of new technologies and the increasing involvement of many of the Bank’s units in projects relating to innovation in the broadest sense and the need to support the technological transformation of the financial sector, the Bank has been involved to a significant extent in accelerator projects:

• Fintech Poland ecosystem, whose main objective is the effective integration of the financial innovation environment in Poland,
• Accelerator greentech.ac – an accelerator programme for climate-positive startups concluded with the publication of a report on the Polish ClimateTech startup ecosystem,
• Teen Crunch – Accelerator Programme – aimed at young innovators and entrepreneurs aged 15-22 who want to create their own startup in the future.

In 2023, thanks to the partnership in the project „Let’s Singapore with PKO Bank Polski competition” – as part of the European Fintech Hackcelerator 2023, the Bank’s representatives took part in the Singapore Fintech Festival to promote the Polish fintech sector abroad.

which is aimed at raising new generations of honorary blood donors. In 2023, nearly 1,500 people joined the two-day campaign in 11 cities across Poland, thanks to whom nearly 1,500 litres of blood and blood components were donated.

2023 saw the 7th edition of the charity run, taking place simultaneously in 12 stadiums in Poland. The aim of the campaign was to raise funds for sports scholarships for children and young people achieving good results in individual sports. The Foundation’s support of PLN 2 million will be provided for this purpose in 2024. The runs were followed by picnics where families spent time together in a games zone for the youngest.

a project in collaboration with the Bank, which included a charity fundraising event and the 'Art of Helping’ auction. During the auction, the rental of 11 paintings from the Bank’s collection by eminent Polish contemporary painters was auctioned, thereby raising funds for the wards of 48 Single Mother’s Homes.

a nationwide project in partnership with the Bank that aims to build environmental responsibility through community involvement in sustainable development activities.

a project carried out in cooperation with the Bank, involving the organisation of cultural events in the form of picnics in 10 regions of Poland. Each of the planned events was about a different type of art.

as part of the initiative, 1,500 LifeVac emergency kits were purchased and donated to public nurseries and children’s clubs across Poland. Rescue kits enable the airway to be cleared quickly and effectively.

a project implemented in cooperation with the Warsaw City Council for the Praga-Północ district, involving the organisation of a ball on the occasion of Senior Citizens’ Day

the aim of the project is to provide patronage for the activities of the Nie Zapomnij o Nas Foundation to provide permanent care for veterans.

a project with the Bank that aims to provide financial education to secondary school students. Students will be able to gain knowledge in: managing a household budget, setting up and running a business, principles of saving and investing money. They will be introduced to the operating model of the modern labour market and learn about aspects of corporate social responsibility.

are an initiative launched in cooperation with the Bank to organise Santa Claus meetings for the children of employees of the Bank and the Bank’s Group, as well as children from selected childcare centres and orphanages.

The submission of complaints or appeals by customers may take on various forms, depending on the customer’s decision: written, oral or electronic. In addition, if the customer lodges an appeal, they may arrange a personal meeting with the Customer’s Ombudsman.

The complaint handling process is conducted along two lines:

• the first line consists of units dealing with the first complaints of customers in accordance with the tasks they perform, and with reports concerning personal data protection filed by the President of the Personal Data Protection Office,
• the second line is the Customer’s Ombudsman and the Office of the Customer’s Ombudsman. They consider:
  • appeals of customers against the decision of the Bank’s first line in the complaint handling process,
  • customer-related reports from the PFSA and external institutions dealing with the protection of customer rights (such as: the Banking Consumer Arbitration, the Arbitration Court at the Polish Bank Association, the Arbitration Court at the Polish Financial Supervision Authority, the Municipal or District Consumer Ombudsman and the Financial Ombudsman),
  • individual cases, in particular due to the significance of the reported issue.

The solution proposed by the Customer’s Ombudsman is the Bank’s final position in a given matter.

Complaints and/or appeals are handled with due care and diligence, fairly, thoroughly and as quickly as possible. The Bank’s Code of Ethics, the Principles of Best Banking Practice, the Code of Best Brokerage Practice and the Customer Service Quality Standards are applied in considering complaints.

Considering a complaint and/or an appeal involves, in particular:

• analysing and assessing its validity,
• taking appropriate steps to eliminate the irregularities,
• giving a comprehensive response.

Pursuant to the Act on the handling of complaints by financial market entities, on the Financial Ombudsman and on the Financial Education Fund, the Bank follows the principle that a response to a customer’s complaint should be formulated in a clear and understandable manner and that it should include:

• a factual and legal justification, unless the complaint is resolved in line with the customer’s wishes,
• information about the Bank’s position with regard to the Customer’s objections, including an indication of the relevant parts of the agreement or the product regulations,
• specification of the deadline within which the customer’s claim that has been accepted by the Bank will be fulfilled.

The deadlines for replying are in line with the provisions of the law, in particular with the aforementioned Act and the agreements concluded with the customers.

The Office of the Customer’s Ombudsman regularly monitors and reports, among other things, to the Operational Risk Committee and the Bank’s Management Board and Supervisory Board. The process of handling complaints is supplemented by the initiation of positive changes at the Bank.

Every unit at the Bank which considers complaints and appeals of the customers:

• analyses the reports received to identify possible irregularities, the reasons for them and the places of their occurrence and to identify possible changes to products, services or processes whose implementation would contribute to an improvement in the quality of the services provided by the Bank,
• initiates remedial or improvement measures.

The competent unit (in terms of its responsibilities and the subject matter of the initiative):

• takes remedial measures to eliminate irregularities,
• implements improvements in products, services or processes,
• provides information on the remedial or improvement measures taken and the deadline and method for their implementation to the Office of the Customer’s Ombudsman and to the unit handling the report.

This approach to the complaint handling process means that individual reports from customers lead to the implementation of solutions that are beneficial not only for the reporting person, but also for other customers.

The implementation of remedial measures is monitored by the Office of the Customer’s Ombudsman.

The Bank’s subsidiaries manage complaints on their own, and they implement and follow their own procedures for receiving and considering customer complaints. These procedures:

• have been specified in the form of internal procedures/ regulations of the entities,
• are included in the regulations and contained in the agreements with customers or
• arise from the provisions of the generally applicable laws.

Complaints are handled in a reliable and objective manner, taking into account all the information and documents related to the problem reported by the customer and in accordance with the provisions of the law and concluded agreements.

Most of the Bank’s subsidiaries are also subject to the Act on the handling of complaints by financial market entities, on the Financial Ombudsman, and on the Financial Education Fund which regulates this process in detail.

In 2023, the entities of the Bank’s Group received approx. 349 thousand complaints (352 thousand in 2022), of which over 82% were handled within 14 days (79% in 2022). Approximately 53% of all cases were fully or partly settled in the customer’s favour (56% in 2022).