Reputation Management in Banking

For us, it is of utmost importance to maintain trust in the banking sector at the maximum level in order to create a stable economic environment reassuring international investors and our customers. Within the framework of the Basel II harmonization process, Garanti BBVA has taken stepsfor the integration of the global financial system, as well as contributing to the building of the sector on a stronger and more solid basis. To this end, we continue to comply with legal regulations, pay attention to potential stress incidents, and manage potential risks. For detailed information on work we carry out on the implementation of Basel regulations, please see Pages 136-137 in our 2016 Annual Report. We effectively manage our nonfinancial risks, as well as financial deepening work, which we carry out in accordance with international principles and include internal capital adequacy assessment in compliance with risk profiles, task environment and strategic plans. Among these risks, the most important one is our reputation in the eyes of our customers, on whom we depend for our business continuity and who are our raison d'être. We directly associate customer satisfaction with developing and maintaining a sense of trust and protecting stabilization and trust in the banking sector. Therefore, in accordance with the Customer Satisfaction Constitution we determined in line with the principles adopted at an international level, the Banks Association of Turkey’s Principles of Banking Ethics and our principle of being customer focused, we communicate with our customers in a proper, well-timed and transparent way. The Ethical Sales Principles, which is accessible by all employees on the intranet site of the Bank, emphasize that “reputation” is the Bank’s most important value and set out the expected code of conduct in detail for employees who engage in sales activities.

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