BPCE_REGISTRATION_DOCUMENT_2017

6 SOCIAL, ENVIRONMENTAL AND SOCIETAL INFORMATION A range of services to meet the challenges facing our customers

Creation of the Green & Sustainable Hub Natixis upped the ante on its strategic ambitions for the green, sustainable economy by creating a Green & Sustainable Hub in September 2017 in the Corporate & Investment Banking arm. This operationalhub comprises experts who help issuers and investors all around the world by offering them solutions and expertise in green, sustainable financing. The hub fulfillsthe following duties: Green & Sustainable research, the key component; ● structuring and origination of financing solutions (bonds, loans, ● securitizations facilitating syndication and distribution to a specialized investorbase); structuringand engineeringof investmentsolutions (equities, fixed ● income, credit) serving as a basis for the design of innovative investment productsand solutions; advisory services for investors and issuers that are clients of the ● bank. PROVIDING ACCESS TO BANKING SERVICES FOR ALL Groupe BPCE has pulled out all the stops to make finance more inclusive, such as initiatives tailored to financially vulnerable customers, promotion of personal and professional microloans, and partnershipswith agencies providingsupport to project developers.It also provides support to customers struggling to gain access to banking services due to disabilities,as well as customerswith budget managementproblems.

bankingnetworks.This charterappliesto individualsholdinga current account or receiving financial services provided by the Group’s entities, but not acting for professionalreasons. The report submitted in March to the Banking Inclusion Observatory contained objective data on preventive and follow-up actions targeting financial vulnerable customers. Out of 34.6 million individual customers, including 27.9 million customers of retail banks, 569,118 potentially vulnerablecustomerswere identifiedin the secondhalf of 2017. Once detected, they are contacted to set up a diagnostic review of their financial situation and offer potential solutions. The banking offer designed for vulnerablecustomersis establishedin accordancewith the Banking Act of July 26, 2016, allowing financial institutionsto provide a special offer to meet the needs of financially vulnerable customers. BPCE’s banking networks have rolled out the offer, consisting of a package of at least 10 banking services (2) at a regulated rate of € 3 per month and with capped penalty fees in the event of incidents.The scope under review includescustomersbanned from holding a bank account, undergoing an insolvency proceeding, or subject to recurring payment incidents, but based on criteria defined by each credit institution. It also includes all customers having signed upfor this type of protective offer. At December 31, 2017, 503,409 customers had been identified and contacted by their advisor to make them this special offer. At the same date, 83,110 customers had signed up for the offer, giving an ownership rate of 16.5%. By the end of 2017 both the Banque Populaire network and the Caisse d’Epargne network had formally defined an action plan to propose this special offer to their customers.The correspondingresults are covered by key indicatorsin the Groupe BPCE strategic plan. In order to maintaina close and lasting trust-basedrelationshipwith these customers,dedicatedstructuresset up within the banks or with external partners mayalso become involved. Finally, in 2017, 12,549 individual customer CRMs out of 17,789 Caisse d’Epargne and Banque Populaire advisors received special training onhow to implementthese offers.

Helping financially vulnerable customers

In 2017, Groupe BPCE continued implementingthe AFECEI (1) Charter for banking inclusion and prevention of over-indebtedness in its

BANKING OFFER FOR VULNERABLE CUSTOMERS ➡

Change 2016-2017

2017

Indicator (in number of customers) Basic bankingservices (new) Basic bankingservices (existing)

2016

2015

9,432

11,049 43,103 26,022 82,410

12,774 44,479 25,979 70,793

(15%)

39,878 25,094 96,059

(7%) (4%) 17%

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

Including subsidiaries Banque de Nouvelle-Calédonie and Banque de Tahiti but excludingCréditCoopératif.

AFECEI: Association française des établissements de crédit et des entreprises (French Association of Credit Institutions and Investment Firms). The AFECEI has drafted a professional charter (1) vested with regulatory value. Account administration, systematic-authorization debit card, in-branch cash deposits/withdrawals; four SEPA credit transfers/month, two bank checks; remote account consultation; account (2) balance alert; bank account details forms (RIB); change of address and cap on penalty fees (€4 per transaction; €20 per month).

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Registration document 2017