Page 65 - Consolidated Non Financial Statement

Banca Ifis

| 2020 Consolidated Non-Financial Statement
4.4 Transparency of information on products and services

Policies and other reference documentation
• Code of Ethics
• Group customer amicable dispute management policy
• Organisational Procedure for Marketing Communications to Customers (Banca Ifis)
• Organisational Procedure for the Transparency of Banking and Financial Operations and Services (Banca Ifis)
• Organisational Procedure for the Transparency of Banking and Financial Operations and Services
(Cap.Ital.Fin.)
• Organisational Procedure for the Transparency of Banking and Financial Operations and Services
(Credifarma)
• Organisational Procedure for the mass management of product economic conditions
• Organisational Procedure for the Management of RENDIMAX deposit accounts (Banca Ifis)
• Organisational Procedure for the Management of RENDIMAX current accounts (Banca Ifis)
• Distribution Policy (Cap.Ital.Fin.)

Transparency towards customers impacts their trust in the Bank, which represents the basis for a healthy and long-
lasting relationship and is therefore an asset to protect and develop. This concerns both the various communications
issued by the physical network as well as specific contractual aspects within the different business lines.

The Group establishes direct relationships with its customers and operates guided by principles of professionalism,
honesty, and transparency, providing detailed information on their mutual obligations and any potential risks inherent
in the transactions carried out.

All contractual relationships, communications, and documents are written in a clear and comprehensible manner,
ensuring customers fully understand the decisions they make.

The Npl Area has an additional mechanism in place to guarantee the transparency of the agent-customer relationship:
at the end of each visit by the agent, the customer can sign a "Meeting report" describing what transpired during the
meeting and any agreements made. Also when transmitting information to external parties, through advertising or other
channels, the Group makes sure its communications are honest, true, clear, transparent, verifiable, and consistent
with business policies and programmes.

The organisational units that report to the Operations area manage transparency processes towards customers and the
terms applicable to the products offered by the Bank at a centralised level, as well as for operations subject to
transparency regulations (e.g. sending recurring documents to customers) and helping the Business Areas prepare
customer communications.

The Compliance function supervises the implementation of banking transparency regulations and is also involved in
preparing communications about significant changes to the terms and conditions applicable to a product or service to
ensure they are written clearly.

[GRI 417-2]
[GRI 417-3]

In 2020, no non-conformities were noted in respect of voluntary codes and/or regulations regarding information about
products and services, nor indeed in marketing communications.

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