BPCE - 2020 Universal Registration Document

NON-FINANCIAL PERFORMANCE STATEMENT

BEING A RESPONSIBLE GROUP IN ITS INTERNAL AND EXTERNAL PRACTICES

Being a responsible group in its internal 2.4 and external practices

In 2020, Groupe BPCE continued its actions in terms of inclusive vulnerable customers (OCF), prevention of the risk of finance through several systems ensuring access to banking over-indebtedness, personal or professional microloan, products and services adapted to the diversity of its customers’ accessibility for customers with disabilities, and banking situations: the right to hold an account, a specific offer for services for protected persons.

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2.4.1

Implementing banking accessibility

Firstly, Groupe BPCE banks implement the right to an account, which gives access to basic banking services (BBS), free of charge. As such, at the end of 2020, 54,456 of the Group’s customers were benefiting from this offer. This stock is comparable to that at the end of 2019 (53,375), indicating that the system is reaching maturity. COMMITMENTS RELATING TO VULNERABLE CUSTOMERS Because each individual may be faced with financial difficulties at some point in his or her life, several systems have been deployed within Groupe BPCE, in particular those dedicated to customers in financial difficulty. Groupe BPCE banks identify their financially vulnerable individual customers on the basis of one of the following four criteria: Criterion 1: at least 15 incident or irregularity costs for three • consecutive months and a maximum amount credited to the account during this three-month period, equal to three times the monthly net minimum wage; Criterion 2: at least five incident or irregularity fees during one • month and a maximumamount credited to the account during this one-month period equal to the monthly net minimum wage; Criterion 3: for three consecutive months, registration of at • least one unpaid check or a declaration of bank card withdrawal in the Banque de France file centralizing check payment incidents (FCC); Criterion 4: admissibility of an application submitted to an • over-indebtedness commission pursuant to Article L. 722-1 of the French Consumer Code. As of December 31, 2020, 588,445 customers of the Group were identified as being in a situation of financial vulnerability. To better support these customers, a training system (e-learning

and virtual classes) for advisors was renewed in 2020: 19,173 employees attended modules on the vulnerable customer offer (13,048 in 2019). In addition, 19 Banques Populaires and Caisses d’Epargne have a structure dedicated to the reception, treatment and monitoring of customers in difficulty (compared to just nine in 2019). Identified vulnerable customers receive an offer in the mail to subscribe to the Vulnerable Customer Offer (OCF) and thus benefit from: a full range of daily banking services billed at a controlled rate • of three euros per month; a cap on fees related to payment incidents and irregularities in • the operation of the account set at €16.50/month; and the specific cap on service charges, per transaction, • provided for in Article R. 312-4-2 of the French Monetary and Financial Code. As of December 31, 2020, 132,898 Group customers had this offer. Customers identified as vulnerable who do not wish to subscribe to the OCF nevertheless benefit from a ceiling on fees related to payment incidents and irregularities in the operation of the account, set at €25/month. Since January 1, 2020, more than 112,700 vulnerablecustomers have benefited from a fee cap. STEPPING UP THE PREVENTION OF OVER-INDEBTEDNESS As part of the implementation of the Banking Inclusion and Over-indebtedness Prevention Charter, Groupe BPCE updated its predictive scoring tool in April 2020. On the Caisse d’Epargne side, the new score extends the scope of customers to holders of home loans and revolving loans. For both networks, a new predictive score will be put into production in 2021 to broaden the scope of customers to active customers and over a wider horizon.

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UNIVERSAL REGISTRATION DOCUMENT 2020 | GROUPE BPCE