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Stakeholders identification

BCP Group defines strategies and pursues policies, adjusted to the new challenges imposed by the interested parties with which it relates, materializing a business model based on an ongoing and transparent dialogue enabling to understand and comply with the expectations of its Stakeholders.

In 2009, the Bank broadened its identification methodology by mapping the subgroups of Stakeholders, defining the level of involvement with each one of them, taking into account the impact of the Bank in each subgroup of Stakeholders and the impact of each of this subgroups in the activities of the Bank.


More recently, in 2019, another stakeholder consultation was carried out. This process, which involved, through a representative sampling, the main stakeholders, namely (i) Qualified shareholders, (ii) Clients from all segments of the Bank, (iii) Employees, (iv) Community, (v) Suppliers and (vi) Press, obtained a response rate of 66%, allowing an update in what regards the identification of the issues with the greatest relevance and impact on the Bank's activity to be updated.

Materiality Matrix

The identification and the ongoing follow-up of the themes considered material by the Stakeholders of Millennium bcp enabled the Bank to know the areas that show better performances within the scope of Sustainability, but also enabled it to rapidly detect improvement opportunities representing a strong contribution for the adoption of an appropriate sustainability strategy adapted to new realities, challenges and requirements.

The relative importance of the material issues contained in the new matrix, which will guide us in 2020/2021, reflects the Bank's level of maturity in the axes of action identified, but also the degree of achievement and compliance already achieved.


1 – Sustainability Governance Model
2 – Economic performance, business and sustainability strategy
3 – Brand and reputation management
4 – Ethics and conduct
5 – Combating corruption and money laundering
6 – Risk management
7 – Quality of service, customer satisfaction and ease in filing complaints and complaints
8 – Information security and data protection
9 – Transparency of information provided to customers about products and services
10 – Innovation
11 – Development and training of human capital
12 – Attracting and retaining talent
13 – Diversity and equal opportunities
14 – Occupational health and safety
15 – Reconciling personal and professional life
16 – Respect for Human Rights
  17 – Investment in the community
18 – Corporate volunteering
19 – Financial Literacy
20 – Climate change, energy efficiency and alternative energies
21 – Eco-efficiency
22 – Environmental training and awareness (to employees, customers and the community)
23 – Products / services with social benefit and support to the business fabric
24 – Products / services with environmental benefit
25 – Financial inclusion
26 – Accessibility conditions for people with reduced mobility
27 – Integration of environmental and social criteria in credit risk analysis and investment management
28 – Over-indebtedness prevention
29 – Responsible supplier management
30 – Digital transformation in banking and its impact on sustainability

The strategy of Millennium bcp in terms of Sustainability is translated in the Sustainability Master Plan (SMP) 2021, a plan of commitments that aggregates a number of actions to be carried out by the Bank. The guidelines and the definition of the actions part of the SMP are based on a balanced relation between the identified relevant material issues, the Bank's available resources and the economic and market framework existing at the time.​