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  2. Responsible Management
  3. Stakeholders
  4. Dialogue with stakeholders

BankiaDialogue with stakeholders

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Our Stakeholders

 

Bankia's responsible management must address not only the needs but also the expectations of its stakeholders, starting with behaviour based on our values and adapted to the relevant economic, social and environmental dimensions.

Bankia's responsible management model considers its relationship with its stakeholders, maintained through its activities with these groups, to be relevant. As such, an active consideration of the needs and expectations that these groups express is incorporated into the entity's decision-making process.

  • Offering the best service to customers involves the provision of clear, transparent and suitable information on the products most suited to their needs, thereby ensuring a high-quality service.
  • Employees are supported by a policy of transparency as well as open and permanent communication, so that they are able to perform their duties within the best possible working and personal conditions.
  • Trusted relationships are generated with suppliers, promoting equality of opportunities, mutual benefit, and a commitment to social responsibility.
  • For shareholders and investors, the aim is to maximise the creation of economic/financial wealth.
  • In terms of wider society, support is given to programmes and projects in three fundamental areas of focus: housing, education/employment, and local and rural development.
  • In relation to the environment,
    o Consideration is given to the indirect effects arising from financial activities, through funded operations.
    o This promotes eco-efficiency in the consumption of resources.

Channels for dialogue

Bankia has established a number of permanent two-way channels for dialogue that allow active listening as well as participation from the stakeholders.

The result of this dialogue allows us to introduce improvements in our internal processes, and to provide full and useful information on Bankia's activities and sustainable development.

CHANELS FOR DIALOGUE
CUSTOMERS  - Letters and emails to the Chairman
 - Commercial network
 - Customer Support service
 - Commercial Networks
 - Bankia monthly newsletter
 - Corporate websites
 - Surveys and interviews
 - Seminars and specific workshops
 - Confidential whistle-blowing channel
SHAREHOLDERS AND INVESTORS
 - General Meeting of shareholders
 - Commercial Network
 - Roadshows
 - International conferences
 - Shareholders' Office
 - Corporate websites
EMPLOYEES  - Staff management 
 - Intranet
 - Online forums
 - Focus group
 - Bankia Online magazine
 - Weekly newsletter - `Bankia in 30 seconds´
 - "Vivirlo y contarlo" ("Live it and tell it") publication
 - Human Resources Staff Line
 - Workshops and seminars
 - Corporate websites
 - Confidential whistle-blowing channel
SUPPLIERS  - Suppliers' portal
 - Supplier Support service
 - Specialised strategic supplier manager
 - Satisfaction surveys 
 - Corporate websites
 - Confidential whistle-blowing channel
SOCIETY  - Commercial Network
 - Bankia newsletter
 - CSR (Corporate Social Responsibility) mailbox
 - Volunteering portal 
 - Social Networks
 - Corporate websites
 - Annual report
GOVERNANCE BODIES   - Internal and external workshops
 - Meeting with employees
 - Emails from the chairman

El Blog de Bankia

The main aim of this communication tool is to achieve greater transparency and proximity to our customers and potential customers.

The blog offers up-to-date information on our organisation, as well as our products and services, and does so using accessible language, linked to new technologies and social networks, placing the focus on visibility and the customer/user's recognition of our voice.

Anyone who wants to will be able to subscribe to the new Bankia blog in order to receive regular newsletters and alerts by email, containing all the latest news being published. In order to do this, subscribers simply need to access the Bankia blog and fill in the corresponding form.

Visit theBankia Blog 

Analysis of materiality

Bankia is making advances in terms of the way it obtains the opinion of its stakeholders. In 2014 research was carried out in the different territories where the entity has a presence, with input from retail and business customers, shareholders, employees, suppliers, and experts in the field of Corporate Social Responsibility. Interviews, focus groups and surveys were used in order to learn first-hand about their concerns in relation to the bank.

Through this research, a materiality study was undertaken in which the opinions of each participant were analysed with the aim of developing a guide based on the content that the persons interviewed considered important for us to know. An independent expert, Cegos Deployment, was involved In the analysis of materiality in order to add reliability and transparency to the process.

The opinions and materiality study provide information on what was considered relevant for the stakeholders, and identify opportunities and areas for improvement to help guide any new projects.

 INDIVIDUAL CUSTOMERS   204 TELEPHONE SURVEYS AND 6 FOCUS GROUP
 BUSINESS CUSTOMERS  204 TELEPHONE SURVEYS AND 3 FOCUS GROUP
 SUPPLIERS  2 FOCUS GROUP Y 201 SURVEYS
 EMPLOYEES  3 FOCUS GROUP
 CSR EXPERTS  5 IN-DEPTH INTERVIEWS
 SHAREHOLDERS  2 FOCUS GROUP

PHASES OF MATERIALITY ANALYSIS

  1. Preliminary identification
  2. Collection and analysis of expert's information
  3. Gathering of information from stakeholders
  4. Processing and analysis of information
  5. Internal validation
  6. Development of the materiality matrix
  7. Definition of roadmap
 

TABLE OF KEY ISSUES

 Nº  SIGNIFICANT OR MATERIAL INORMATION
 1  Composition of the Board of Directors
 2  Best practices implemented in Corporate Governance
 3  Assessment of the Board
 4  Strategic Plan and monitoring
 5  Bankia's mission, vision & values
 6  Bankia's financial situation (Solvency / Financial stength)
 7  Social impact of the bank. Added value created by Bankia
 8  Recognition of past errors and description of the bank's current procedures and internal controls for avoiding a repeat occurrence of these
 9  Repayment of State aid received by Bankia
 10  Responsible marketing procedures in office networks
 11  Destination of savings placed with bank (Socially-Responsible Investment)
 12  Where Bankia is doing business and what relationships it has with businesses in certain sectors (financing of arms, activities with a  high danger of pollution, nuclear energy, etc.)
 13  Customer orientation and service
 14  Information transparency in the process of marketing products and services
 15  Responsible advertising
 16  Prevention of money laundering (customer operations in tax havens)
 17  Commitment to the project on the future of staff within Bankia
 18  Professionalism of our staff (career plans, development, etc.)
 19  Equal opportunities and conciliation
 20  Mechanism for dialogue with customers, employees, suppliers, and wider society
 21  Dialogue and relationships with shareholders and investors
 22  Policies on procurement from and payment to suppliers
 23  Supplier assessment criteria and standardisation
 24  Transparent communication in acceptance criteria
 25  Code of ethics and conduct
 26  Ethics committee and cannel for whistle-blowing (Procedure and details)
 27  Ethical practices developed in relationships with customers, staff, suppliers, etc.
 28  Tax ethics: fulfilment of tax obligations by Bankia
 29  How Bankia facilitates accessibility to its financial services (office closures, customer services, etc.)
 30  Support for different demographics (Refinancing, micro-credit, SMEs, young people, customers, etc.)
 31  Budget allocated towards social action and use thereof
 32  Social projects undertaken (social housing, donations, etc.)
 33  Innovation projects
 34  Household recycling, energy saving, etc. 
 35  Methods used to fight against climate change

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