Serving Individuals and Families
In Ukraine, we launched a virtual branch on Facebook, which offers
F CUS
information on products, services and fees, as well as financial
calculator applications. It also allows customers to arrange face-
to-face meetings at our branches or to request a call from one of
Investment product transparency
our relationship managers. Our virtual branch provides additional
information, such as important telephone numbers, and our branch
and ATM locations. In January 2012, we launched Depot Global for our private
customers in Germany, offering advisory on our different
We want our customers to make informed decisions when buying banking services for a flat fee. Under this transparent
our banking products and services, which is why we work to arrangement, there are no charges for product sales, with all
alleviate any information asymmetry between us and our clients, commissions rebated to the client. Depot Global eliminates
and to help bridge gaps in financial knowledge5. conflicts of interest and ensures price transparency.
In Italy, we launched Onemarkets an initiative that offers video In Poland, we held 18 meetings with 235 private banking
information and tutorials for our individual investors. Daily data on customers, during which our investment experts shared their
the financial markets is also available on our website.
knowledge of the current market environment.
In Germany, we produced our How Safety is Safety video to
provide customers with information on financial investments. At Pioneer Investments, we created a Knowledge Center on
The video is shown at different customer events. In 2012, the corporate website. The center provides insights on hot
roughly 19,000 of our clients in Germany participated in these topics, market views, and papers on the European sovereign
events. debt crisis to help clients make informed investment
decisions. In 2012, Pioneer also completed its Key Investor
Information Documents (KIIDS) website, ahead of UCITS
How Safety is Safety video (Undertakings for Collective Investments in Trasferable
shown at events attended by Securities) deadline. Here, investors can find key documents
on Pioneer Investments’ Luxembourg-based funds and
roughly 19,000 clients practical information regarding daily fund prices, the
prospectus, and the latest annual and semi-annual reports.
In Hungary, we are publishing a staff newsletter that provides
relevant industry news and consumer protection information.
The newsletter focuses on issues that relate to our colleagues’ Responsibility and transparency are essential when selling
customer interactions. In 2012, we developed a new test on financial products and services, which is why our bank adheres to
the topic of consumer protection; the 1,050 colleagues who a number of voluntary codes.
participated all passed.
Additionally to the voluntary codes mentioned in Sustainability report
2011, our Group in Bosnia and Herzegovina abides by the Consumer
All of our customer service Protection Act, which covers advertising for our products and services.
Moreover, in Bulgaria, our bank adheres to the codes of ethics defined
personnel in Hungary passed by the country’s Association of Banks and the National Council for
our consumer protection test Self-Regulation. As members of the Slovene Advertising Chamber
(SOZ), we work in line with the Slovene advertising code of conduct.
5. Refer to the Fostering Communities chapter for more information.
UniCredit Tower, Piazza Gae Aulenti, Milan. Photo by: Marco Puoti.
36 2012 Sustainability Report · UniCredit