BPCE - 2019 Universal Registration Document

NON-FINANCIAL PERFORMANCE REPORT

SUPPORTING THE ENERGY, ECOLOGICAL AND SOCIAL TRANSITION IN LOCAL REGIONS

RESEARCH ON THE TOPIC OF “NO MORE DEBT” Banque Populaire Grand Ouest and Informatique Banque Populaire teamed up with Nantes University in November 2019 in a research program combining psychology, sociology and artificial intelligence to identify what factors lead to the risk of over-indebtedness. The program is expected to last one year and aims to produce a software component for persons working with individuals in financial difficulty. telephone banking for a period of three years. The contract provides for videophone interpreting services between bank employees and the customers concerned. They are available in all disability-accessible Groupe BPCE contact points (customer relations centers, branches and e-branches). These facilities are accompanied by nationwide e-learning modules on disabilities, which were attended by 395 members of staff in 2019, and are On July 1, 2019, BPCE Procurement renewed its nationwide supplemented by classroom-based courses. master agreement with Delta Process to facilitate access to FACILITATING ACCESS TO BANKING SERVICES FOR PERSONS WITH DISABILITIES Visually-impaired customers can receive account statements and check books in Braille on request. ATMs have been adapted for their use.

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BRANCH ACCESSIBILITY

Change 2018-2019

2019 99%

2018 87%

2017 63%

Percentage of accessible branches (2005 Disability Act) (in %)

14%

SERVING PROTECTED PERSONS In France, 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. This affects banks for the management of protected persons’ bank accounts in conjunction with their legal representative. The Caisse d’Epargne network is the market leader among this customer segment with 310,000 protected adult customers, representing a penetration rate of 41.5%. It has 150 experts dedicated to protected persons across the country, who offer products and services that meet their specific needs (for example secure cash withdrawal cards). Legal representatives can also access a range of services to help them manage the protected person’s account. The Caisses d’Epargne also publish practical guides for representatives and legal guardians, and a newsletter covering topics relating to vulnerable individuals. As the Group’s number two provider in this area, Crédit Coopératif serves 129,000 protected adult customers with services and management solutions adapted to their situation. Crédit Coopératif maintains a relationship of trust with legal guardians and guardians’ associations. It has extended its solutions by establishing a clear distinction between the services offered to guardians and those available to the adult customers. A specific customer onboarding charter has been

drafted for protected persons. Crédit Coopératif is also working on new digital payment solutions.

PROMOTING PERSONAL AND PROFESSIONAL MICROLOANS IN PARTNERSHIP WITH SUPPORT NETWORKS Partnerships with the networks

In 2019, Groupe BPCE remained the number one bank in France in personal and professional microloans with support, with nearly one third of the market. (1) It has consolidated its position as the leading financer of the three major microloan support agencies, funding or refinancing a total of €555.8 million for 21,131 beneficiaries. For other solidarity-based loans, which are not considered microloans due to their higher amounts (the Lagarde Act of July 1, 2010 caps microloans at €46,000), the Group’s market share is the same. These loans qualify as solidarity-based loans because their approval is not based on standard bank scoring criteria, particularly for project sponsors who are out of work or cannot put up personal collateral. They are guaranteed by specific mechanisms, for example interest-free loans requiring no personal surety, or delegated public sector guarantees. Project sponsors are supported by a solidarity-based finance provider that is a partner of a Banque Populaire bank or Caisse d’Epargne.

(1) Source: Fonds de cohésion sociale (social cohesion fund).

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UNIVERSAL REGISTRATION DOCUMENT 2019 | GROUPE BPCE