Page 52 - Consolidated Non Financial Statement

Banca Ifis

| 2020 Consolidated Non-Financial Statement
The customer is at the heart of all our activities. Through our

business model, we work to support entrepreneurship and

improve the financial inclusion of people.

Ifis Customers expresses the central role played by the customer, financial inclusion and support to entrepreneurship.
We want to be the reference Italian operator in offering financial backing to Italian small and medium enterprises (SMEs):
we support the real economy as Bank of the SMEs and in the Npl (Non-Performing Loans) segment, we offer families
and businesses the chance to agree and manage sustainable repayment plans.

Guided by digital innovation and with a transparent management of information, we guarantee our customers a speedy
response and high quality services and products.

Support to customers in the COVID-19 health emergency
Amidst the COVID-19 emergency, Banca Ifis has promptly implemented a series of protective measures and
actions, not only for employee health and safety but also for that of all customers, guaranteeing business continuity.
In order to address and overcome the crisis sparked by the pandemic, the Bank has speeded up its digital evolution
projects, focussing on increasingly personalised services, including in technological terms, with special attention paid to
the needs of the ecosystem of small and medium enterprises, the speed of disbursement of short-term credit and the
contingent need for distancing and limits to movements (See the chapter on the “Digital Innovation” for more information
about digital evolution projects).

Below are the most important interventions carried out for customers at the same time as the government aids and
grants, introduced to cope with the COVID-19 emergency, to offer concrete support through the emergency:

INTERVENTION TYPE DESCRIPTION

ENTERPRISES
Preparation of informative materials, available to the entire internal and external sales
network and the Customer Service, to adequately support customers and provide
clarification on the concession of a moratorium. In 2020, there were a total of 17.215
practices in relation to the moratorium of the “Cura Italia” Decree. With a view to
Complete compliance with the supporting entrepreneurship, all requests for the suspension of charges received from
provisions of the “Cura Italia” customers unable to make use of the moratorium in accordance with the “Cura Italia”
Decree Decree, insofar as they did not come under the criteria for assignment, were assessed.
More specifically, suspension of the principal amount was granted until 30 September for
customers that had stipulated lease and operative lease (rental) contracts, a type of
product that was excluded from the scope of application of the moratorium, for a total of
358 cases during the year.
Promotion within the leasing area of the refinancing of contracts in application of Art. 13
of Italian Decree Law no. 23/2020 (the “Liquidity Decree”), which allows the companies to
refinance the residual debt deriving from the contracts stipulated previously with the
addition of a new investment of at least 25% of the residual capital of the refinanced
Complete compliance with the
provisions of the Liquidity Decree contracts at better economic conditions and with the assistance of the Guarantee Fund.
Customers were given the option of extending the term of their contracts, acquiring,
through a lease, new assets necessary for their business and benefiting from a reduction
in the rate over the entire refinancing transaction. In 2020, 16 cases were process for the
refinancing of financial lease contracts.
Adhesion to the 2019 Credit Agreement - Recovering Businesses 2.0, stipulated between
the Italian Banking Association (ABI - Associazione Bancaria Italiana) and various
Agreement for the ABI credit entrepreneurial associations. As per this agreement, micro, small and medium
enterprises (SMEs) and larger businesses damaged by the COVID-19 epidemic
emergency, can access the benefits.
Start of an initiative aimed at proposing to SMEs that are already customers, the
possibility of making new investments backed by the Guarantee Fund for amounts even
Prime initiative
below the minimum access threshold defined by Credit Assessment. For 2020, this
initiative numbers 13 cases.

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