The bank relies on trust; it gives trust through its credit and receives it through savings. This process is indispensable not only for the bank to function but also for the economy and the market; it is the result of long-standing relations with customers based on dialogue, transparency and the quality of our services.

There are many tools to help strengthen these relations:

• willingness for dialogue and listening, through daily dealings with colleagues in branches, various communication channels at the customers' disposal, surveys regarding their satisfaction and prompt dealing with complaints, so that controversy may become an opportunity for improvement;
• projects drawn up together with consumer associations and various representatives of society, aimed not only at monitoring the efficiency of the Group but also at listening to useful suggestions for constant improvement;
• the development of a range of products and solutions that give those people who are normally not granted credit the chance to create a project for their lives;
• continuous support to all those initiatives that produce innovation, which require new solutions and new tools in order to help the society in which we live to grow and improve.