BPCE - 2018 Registration document

NON-FINANCIAL PERFORMANCE REPORT A range of services to meet the challenges facing our customers

In addition, as part of the commitments undertaken by the French Banking Federation in September and December 2018, from the start of 2019, the Banque Populaire banks and the Caisses d’Epargne will: limit payment incident fees to € 25 per month for customers facing ● financial difficulties; limit payment incident fees to € 16.50 per month for customers ● receiving services for vulnerable customers.

The Banque Populaire banks and the Caisses d’Epargne aim to distribute 30% more services for vulnerable customers at the end of 2019 than at the end of 2017 (gross new subscriptions). At end-December 2018, the number of customers holding these products was up by 14% in ● relation to December 2017; over 2018, 27,140 new products were distributed. ● These indicators are monitored on a monthly basis and are reported to the Group’s senior management.

2

BANKING OFFER FOR VULNERABLE CUSTOMERS ➡

Change 2017-2018

2018

Indicator (number of customers) Basic banking services (new) Basic banking services (existing)

2017

2016

9,189 (2) 41,932 (2) 27,140 (2) 109,540 (2)

9,432 (1) 39,878 (1) 25,094 (1) 96,059 (1)

11,049 (1) 43,103 (1) 26,022 (1) 82,410 (1)

(2.6%)

5% 8%

Services for vulnerable customers (new) Services for vulnerable customers (existing)

14%

Including subsidiaries Banque de Nouvelle-Calédonie and Banque de Tahiti but excluding Crédit Coopératif (1) Excluding Crédit Coopératif (2)

Reaching out to protected persons In France, 762,000 people, including 747,000 adults, receive legal or social protection under a ruling by a guardianship judge. The extent of the measures that apply depends on the individual’s degree of autonomy. They concern banks for the management of protected persons’ bank accounts in conjunction with their legal representative. 57% of protected persons are customers of Groupe BPCE, which is an historical player in this area. The fifteen Caisses d’Epargne are market leaders on this customer segment (1) , with 330,000 customers, representing a penetration rate of 43% and a market share of 51%. On the ground, 150 experts serve protected persons across the country. The Caisses d’Epargne meet the specific requirements of these customers, offering: secure cash withdrawal cards to foster banking independence and ● cards for legal representatives; and, for the legal representative, secure online services offering an ● extended range of services such as the possibility of adjusting the payment limit on the protected person’s card. To facilitate their everyday transactions, the Caisses d’Epargne publishes practical guides for representatives and legal guardians and a quarterly newsletter covering topics relating to vulnerable individuals. Crédit Coopératif offers legal guardians products and management solutions adapted to protected adults. With its software Astel, which it has co-designed with professionals over more than 30 years, it has become a vital player in this sector. Crédit Coopératif maintains a relationship of trust with legal guardians and guardians’ associations and it has further extended its ethics and compliance standards by establishing a clear distinction between the services offered to

guardians and those available to adults. Only products and services that are in the protected adult’s interests are proposed. A charter has been prepared to better serve these customers. At the same time, to better support and facilitate the independence of protected adults in their daily lives, several projects have been set up covering new approaches to digital payment solutions. As of the end of 2018, Crédit Coopératif managed 132,000 accounts for adults in liaison with guardians’ associations and private asset managers. BRED managed accounts for 4,000 protected adult customers under professional guardianship and guardians’ associations. Promoting the development of personal and professional microloans, in partnership with support networks Working with support networks In 2018, Groupe BPCE was once again the leading creditor of the three principal microloan support agencies (2) with € 535 million in disbursed or refinanced loans issued to 21,129 beneficiaries. These loans qualify as solidarity-based loans because their approval is not based on standard scoring criteria, particularly for project sponsors that are out of work or cannot put up personal collateral. To secure the funding for their project, they have access to start-up loans requiring no personal guarantee, government backing and personalized support offered by a solidarity-based finance provider, in partnership with a Groupe BPCE credit institution which grants refinancing facilities or top-up loans. A breakdown of these loans is provided below.

Ministry of Justice and BDR review, October 2018 (1) Initiative France, France Active and ADIE (2)

69

Registration document 2018

Made with FlippingBook flipbook maker