Stakeholder Relations

The Bank affirms that its employees play very important roles in achieving its long-term success. The Bank’s future as a business and as an institution is greatly dependent on the knowledge, skills, integrity, innovativeness and loyalty of its people.

Please click here for the latest discussion on employee engagement, relations and development https://www.unionbankph.com/sustainability/people.html

Maximization of shareholders’ wealth is a primary duty of the Bank. It is committed to protect shareholders’ rights as expressed in the Bank’s Manual on Good Corporate Governance, remove impediments to the exercise of these rights and allow shareholders opportunity to seek redress for violation of the same.

The Bank has mechanisms to maintain frequent and clear communication with its shareholders, investors and creditors. It has accessible channels, e.g. company website (www.unionbankph.com) and periodic “UnionBanker” newsletters, where its shareholders and investors are informed of important announcements and disclosures in addition to the Bank’s submissions to regulatory bodies.

It has an Investor Relations Office (IRO) whose mission is to strengthen the Bank’s relations with outside parties through the development and implementation of an investor relations program. The Bank participates in the regular conduct of analysts’ briefings by one of its principal stockholders, Aboitiz Equity Ventures. IRO conducts face-to-face meetings with investors, financial analysts, investment banks, rating agencies, the investing public, and other interested parties on a per-need or per-request basis. Discussions are held with business reporters to provide deeper appreciation and understanding of the Bank’s unique culture and competitive advantages. Conference calls are conducted for investors and analysts located outside the Philippines. If the subject matters of interest call for expertise on a specific subject, the IRO may invite other Bank executives to participate in the discussion. The IRO immediately responds to investors’ and analysts’ queries or concerns via telephone and e-mail.

The Board and Senior Management are responsible for developing the Bank’s consumer protection strategy and establishing an effective oversight over the Bank’s consumer protection programs. The Board shall be primarily responsible for approving and overseeing the implementation and compliance with the BSP-prescribed Consumer Protection Framework as well as that of the Bank’s own framework. While Senior Management is responsible for the implementation of the consumer protection policies approved by the Board, the Board monitors the managing of day-today consumer protection activities of the Bank via reports to board-level committees.

Risk assessment strategies are included as part of the Consumer Assistance Policy and Procedure (CAPP) to analyze the data of complaints/requests, its causes, effects to other products/services, and corrective actions including its costs as well as resources. All monitored complaints, regardless of nature or type, shall be centralized to the Consumer Affairs Group (CAG). The Consumer Affairs Group does the following:

  • Analyze complaints data, root causes and trends.
  • Monitor resolution and effectiveness of actions taken
  • Identify weaknesses in its internal controls
  • Recommend action plans to mitigate identified operational or reputational risks
  • Include analysis and recommended action plans in the Complaints Report to Senior Management and/or Board Committee.

CAG is the unit responsible with the compliance of BSP Circular No. 857 on Financial Consumer Protection. CAG monitors customer experience and liaises with BSP-Financial Consumer Protection Department (FCPD). They are responsible for ensuring that the consumer assistance management process is necessary, updated and conforming to the internal control framework of the Bank and complied with by all implementing units. They are responsible for monitoring and overseeing the Bank’s consumer assistance. The group keeps track, identifies and analyzes trends about the nature of the complaints, and, when needed, recommends solutions to avoid recurrence or improve processes to deliver standout customer experience. CAG reports and escalates issues and concerns to Senior Management or to the Risk Management Committee and/or other Board-level committees on a periodic basis.

In 2017, the Bank did not receive complaints regarding breaches of customer privacy and/ or losses of customer data. Nonetheless, the Bank strictly observes Republic Act No. 10173 or the Data Privacy Act of 2012.

For FY2017, we have received a total of 38,812 complaints in the Bank’s central repository. 27,532 or 71% were related to CASA. 10,948 or 28% were related to Credit Cards and 332 or 1% were GSIS-related, loans and promotions, and general complaints.

The Bank upholds the principles of truthfulness, fairness and respect in its dealings with suppliers. It continues to build and maintain good relations by honoring agreements which are entered in conformity with the law and public policy.

All purchases of equipment, supplies and services for the Bank are made based on quality, utility and price offered by the vendors. While the Bank may actively negotiate for favorable terms with its suppliers, it does not knowingly mislead them with respect to competitors’ price and terms, its plans for future purchases, or other particulars of their transactions. The Bank does not use its vantage position as customer of the supplier to impose unfair conditions that could not have been obtained by negotiations in good faith, or commit acts or omissions that unjustly breach contractual obligations.

The Bank implements a strict and fair Supplier Accreditation Policy for all suppliers and outsourced service providers (OSPs) where submission of comprehensive information sheet and applicable documentary requirements are mandatory. The suppliers are then subjected to an assessment based on applicable criteria, including but not limited to: the company’s status in its respective industry, liquidity evidenced by its business viability and freedom from any major lawsuit or government action, among others.

The Bank has great respect for the State which conferred its juridical personality. It is the Bank’s policy to fully comply with all applicable laws and regulations with the end view of meeting the legal standards of business conduct.

The Bank’s digital transformation is most certainly mindful of our humanity and communities. As it climbs the ladder in becoming a leader in digital banking, it also strives to bring along its key stakeholders-our employees, customers, partners-and truly bring about inclusive prosperity. The Bank’s Corporate Social Responsibility (CSR) pursues partnerships that promote our sustainability pillars of People, Planet and Purpose. Since adapting CSR 2.0 few years back, the programs have been aligned to complement the Bank’s strategy and business goals and continue to commit to its brand promise of elevating lives and fulfilling dreams through Smart Banking, in the spirit of Magis and Ubuntu. Human capital remains to be the Bank’s most valuable asset. CSR has maintained interactive relationships with higher learning institutions to engage with potential talents and future leaders.

Please click this link for the latest update on bank’s activities for the community : https://www.unionbankph.com/sustainability/purpose.html

Throughout the year, the Bank engaged in activities espousing environment protection awareness among employees and strived to source its energy requirements from renewable sources. Click this link to know more about these activities and initiatives https://www.unionbankph.com/sustainability/planet.html

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Governance Reports

Annual Corporate Governance Report (ACGR)

Corporate Governance Report

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Board Governance

View our board members here

View board
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Manual on Corporate Governance

View our manual here

Read manual
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Awards & Citations

View UnionBank’s awards and citations here

View awards
1 Make sure that the website address appearing on your browser starts with https://ebanking.unionbankph.com/ and a padlock symbol (🔒) beside it.If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 You can only type in your password or PIN using the virtual keyboard.

3 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

4 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser is Union Bank of the Philippines and has a padlock symbol (🔒) beside it. If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 You can only type in your password or PIN using the virtual keyboard.

3 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

4 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser starts with https://ebanking.unionbankph.com and a padlock symbol (🔒) beside it.If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 You can only type in your password or PIN using the virtual keyboard.

3 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

4 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser is Union Bank of the Philippines and has a padlock symbol (🔒) beside it. If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 You can only type in your password or PIN using the virtual keyboard.

3 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

4 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser starts with https://ebanking.unionbankph.com and a padlock symbol (🔒) beside it.If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

3 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser is Union Bank of the Philippines and has a padlock symbol (🔒) beside it. If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

3 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser starts with https://ebanking.unionbankph.com and a padlock symbol (🔒) beside it.If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

3 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.
1 Make sure that the website address appearing on your browser is Union Bank of the Philippines and has a padlock symbol (🔒) beside it. If you see something different or there is no address appearing, please do not proceed and report to us immediately.

2 Keepyour device virus-free. Make sure you have an updatedanti-virus software.

3 To secure your account, we strongly advise you to avoid downloading your banking documents using a public computer




For more information, please visit theSafe Surfing Guidelinespage or call our 24-hour Customer Support at (02)8418600.