Corporate Social Responsibility societe generale group 2013 Solidarity banking offer * Verified by Ernst & Young A tailored ofer for over-indebted customers An over-indebted person is vulnerable. He or she should not be granted new loans until healthier financial management habits are adopted. Having said that, access to a bank account and payment methods means that they are not totally “excluded” from society in general. It is with awareness of its responsibilities in this area that Societe Generale offers a range of alternative payment means under the trade name “GENERIS”. At the end of 2012, 20,350 customers hold this offer. The service includes: ■■a payment card for which transactions must be systematically approved; ■■the issue of one bank cheque per month free of charge; ■■a set number of single and standing payment orders; ■■an unlimited number of direct debits and interbank payments; ■■special rates to cover incident fees. Systematic support for vulnerable customers to prevent over-indebtednes Since 2011, Societe Generale has experimented with new measures to support vulnerable customers*. It will reach the entire network of branches in mid-2013. These measures are based on: ■■the identification of all customers meeting certain vulnerability criteria (prolonged exceeded authorisations, missed credit payments, etc.); ■■the systematic support of these customers through platforms of specialised advisors who temporarily maintain the commercial relationship in place of the branch; ■■the search, with the supported customers, for solutions for gradual discharge of unpaid debts, favouring a path back to a healthy debt situation rather than litigation as much as possible; ■■the resumption of the customer relationship with their branch at the end of the discharge period. The benefit of these measures is evaluated on: ■■customer satisfaction: experience has shown that customers appreciate that their difficulties are taken into consideration in a more specific manner; ■■the rate of rectified situations, better than in the past; ■■the increased professional development of an activity that adapts to the economic environment and regulations. 33 www.csr.societegenerale.com
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