Annual report 2019
As at 31 December 2019, the Bank had 514 retail and business banking branches, including 20 partner branches. The branch network is supported by 18 Wealth Management Centres and the retail network is supported by 67 Customer Service Points. As part of a network optimization project, 180 retail and business banking branches were closed from 31 October 2018 to the end of 2019, of which 157 branches were closed in 2019.
In 2019 transformation of the branch network, which begun in 2017 was continued. A new branch design was introduced, and a new customer service model based on moving basic everyday transactions to self-service channels was further developed. In 2019 120 facilities of the new type were opened. In total, the Bank has 142 branches operating in the new format and 14 branches operating in the new format but without changing the arrangement. In 33 of these, cash services are provided only in self-service devices.
As at 31 December 2019, the Bank had 28 branches with the „Facility without barriers” Certificate, issued by the Integration Foundation for good practices in providing services for the disabled.
In addition, from 1 April 2019, all Bank branches obtained the OK SENIOR® Certificate, which confirms that senior (60+) customers are served in a safe, easily comprehensible and accessible manner.
The sales network for Corporate Banking consists of 9 Regional Corporate Business Centres, within which there are 25 Corporate Business Centres located in the largest business centres in Poland.
For the SME segment, the sales network includes 8 SME Banking Regions comprising 51 SME Business Centres, located on 37 local markets
As at 31 December 2019, in the Bank’s branches there were 416 cash deposit machines (CDMs) allowing for cash deposits, contactless deposits and withdrawals with the Bank’s cards or a BLIK code, cash withdrawals with Google Pay and Apple Pay.
At the same time in the branch network remained 233 ATMs supporting only standard withdrawals and VISA or MasterCard transactions.