Relevant Issues in 2014

For the preparation of this report, a materiality study was conducted under version 4.0 (Essential) of the Global Reporting Initiative (GRI) methodology in order to identify the relevant matters to be reported in terms of sustainability for the Mexican Banking System, which enables us to conclude the following:

Impact of products and services FS1
We have policies and procedures for the evaluation of the social-environmental impact of financial products and services.

Access to credit – MiPyMES FS16
The current MiPyMES loan portfolio amounts to 359,553 million in 2014, 12% more than in the prior year.

Dialog / Relations with our stakeholders G4-37
The Banking System has established means of communication and dialog with its main stakeholders in order to manage better long-term relations.

Human Rights G4HR2
In 2014, banking employees attended 346,888 hours of training in human rights.

Employee Satisfaction G4-LA11
The employees in the sector undergo an annual formal de performance evaluation that contributes to their personal and professional development.

Customer Relations Management G4-PR5
New and efficient, timely and transparent customer service and complaint channels were developed.

Reputational Impact G4-57
We consolidated innovative customer service, financial education, corporate governance and corporate ethicspractices.