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Bank of Africa Europe, S.A.U. has implemented an Internal Reporting System (IRS), which integrates the various internal communication channels within the organisation. It is designed as a fundamental component to promote a culture of ethical, responsible, and sustainable conduct, emphasising supervision, control, and prevention regarding regulatory compliance.
The system serves as the primary and mandatory channel for effectively reporting breaches and regulatory non-compliance, ensuring full protection for whistleblowers, shielding them from retaliation, and providing the necessary protective measures.
This channel is not intended for managing or processing customer complaints and claims; such communications will not be addressed here. Individuals wishing to submit suggestions, report incidents, or lodge complaints should do so through the Customer Service Department (CSD).
The IRS has been designed, configured, and is managed with robust measures and mechanisms to ensure security, confidentiality, data protection, and whistleblower protection. These measures guarantee high standards of professionalism, independence, and compliance with the applicable regulatory framework.
Consequently, Bank of Africa Europe has equipped the IRS with several safeguards, including anonymity/anonymisation, proper recording, preservation and integrity of information, prevention of conflicts of interest, whistleblower protection, and a prohibition on reprisals.
For detailed information on the principles and fundamental safeguards governing the Group's Internal Reporting System in accordance with the new regulatory requirements, please refer to the INTERNAL REPORTING SYSTEM POLICY (WHISTLEBLOWING CHANNEL).
Information Channels
BANK OF AFRICA EUROPE has established various internal reporting channels that enable the submission of communications in both written and verbal formats. To ensure the highest standards of professionalism, expertise, independence, confidentiality, data protection, and whistleblower protection, these channels have been configured, designed, and supported with the assistance of an external expert. Detailed information about the technical characteristics of these channels can be found in our Policy. The channels of our IRS include:
Online/Digital channel
The Group provides an online tool allowing any employee or individual associated with the Group to submit a written communication via the following link: https://www.corporate-line.com/bankofafrica-europe.
This tool is equipped with security measures to protect the information, the identity of the whistleblower, and those involved, ensuring confidentiality and discretion throughout the communication's management and processing.
Face-to-Face Channel
Bank of Africa Europe offers a face-to-face channel for employees and third parties interacting with the bank, allowing for verbal communications through in-person meetings or videoconferences.
To ensure adherence to the commitments and guarantees outlined in our Policy and the applicable regulatory framework, Bank of Africa Europe guarantees the protection of the whistleblower's identity throughout the entire process. This includes requesting an appointment, submitting a communication in person, the location of the meeting, and the collection and preservation of all information provided in the request. In accordance with the Law, these meetings will be documented with an anonymised recording, with the prior consent of the whistleblower.
To use this channel, you must request an appointment through the following contact methods:
The service hours for the whistleblower are as follows
To ensure the necessary protection and security measures for these types of communications, submissions cannot be made or recorded directly via telephone or email. These two tools are solely for coordinating with technical staff regarding the date, time, and location for in-person communications.
Please follow the instructions above to access and properly use the official channels provided by Bank of Africa Europe for submitting communications, ensuring that all necessary security and protection mechanisms are applied.
If you have any questions or concerns about the operation of the Group's Internal Reporting System, please contact the System Manager at the following email address:
canal.denuncias@bankofafrica-europe.com.
For those who prefer using a pre-formatted form, please download the following document:
