Emanuela Angori – Head of Business Development & Client Protection

Bruxelles, 6 June 2013

CREDIT CRUNCH AND SHRINKING SAVINGS

European Economic and Social Committee

UNICREDIT FOR CONSUMER PROTECTION: THE ITALIAN BUSINESS CASE

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EUROPEAN CONSUMER AGENDA KEY CHALLENGES

Launching Financial EducationInitiatives

Cooperating with AACC to enhancetransparency and simplification

Developing effective ways ofalternative dispute resolution

Adapting products and services tosocio-economic changes taking place

The European Consumer Agenda focuses on the principles of trust and awareness ofEuropean consumers in order to re-launch the single market and overcome the difficulteconomic situation.

4 KEY OBJECTIVES

Reinforcing consumer safety

Enhancing consumer knowledge toallow an effective exercise of theirrights

Stepping up enforcement andsecuring redress

Aligning consumer rights andpolicies to changes in society and inthe economy

« .. Empowered and confident consumers can drive forward the European economy… »

RECOMMENDED GOOD PRACTICES

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KEY PRINCIPLES TO ENHANCE CONSUMER PROTECTION

Source: Extract from G20 High-level principles on financial consumer protection endorsed by the G20 Finance Ministers and Central Bank Governors at their meetingon 14-15 October 2011

Key principles Description

Appropriate mechanisms should be developed to help existing and futureconsumers develop the knowledge, skills and confidence to appropriatelyunderstand risks, make informed choises and take effective action to improve theirown financial well-being

Financial Education and awareness should be delivered through diverse andappropriate channels, should begin at an early age and be accessible for all lifestage

Specific programmes and approaches related to financial education should betargeted for vulnerable groups of financial consumers

Provide consumers with key information on fundamental benefits, risks and termsof the product

Financial promotion material should be accurate, honest, understandable and notmisleading

Specif disclosure mechanisms, including possible warnings, should be developed toprovide information

Financial Educationand Awareness

Disclosure andTransparency

FINANCIAL EDUCATION IS MORE THAN JUST EDUCATION

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Empowering

people

Adressing

social

exclusion

Promoting

responsible

consumption

THE ITALIAN BUSINESS CASE

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IN-FORMATI: THE DRIVERS

In-formati:UniCredit Financial Education program in Italy from 2011

Free courses on Banking and Finance forcustomers and non-customers

Courses with multi-target approach (consumers,non profit organisation, enterprises)

Courses available throughout the Country

Focus on consumers and territories real needs

Bank Experts provide non commercial courses ona voluntary basis and outside work hours

Courses offered to sensitive target such ashearing and speech impaired, immigrants, youngpeople, new entrepreneurs …

Reduce informationasymmetry betweenBank and Consumer

Increase capacity ofmaking aware andresponsible choises

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40.879

143.838

Trainees (about 90% Non Clients)

1.663 Courses delivered

768 Volunteer trainers involved in the program

21% Financial Literacy Index

250 Cities where courses have been delivered

3,1 Trainees satisfaction Index (escale from 1 a 4)

11 Agreements on Financial Education with national stakeholders

* From March 2011 to May 2013

Training hours delivered (about4 hours per trainee)

IN-FORMATI: KEY DATA*

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Empowering

people

Adressing

social

exclusion

Promoting

responsible

consumption

Start up courses

Courses on mortgages,consumer credit,multichanel banking, etc.

Internationalizationcourses (enterprises)

"Guadagniamo il futuro"("Earn your future") foryoung people incooperation withConsumer Associations

"Bank trasparency andlegality" courses withMinistry of Education(Legality Ship 2012Edition)

Revolving cards courses

Courses for immigrantpeople (Agenzia TU)

Courses withInternational LabourOrganization (ILO) forpolitical refugees

Courses for people in jail

(ad es. Malaspina jail inPalermo)

IN-FORMATI: KEY ANSWERS TO TERRITORIAL NEEDS

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NOI&UNICREDIT:THE CONSUMER ASSOCIATIONS PARTNERSHIP

Multi-year strategic partnership with12 CA registered at institutional level(Ministry of Economic Development)

(2008 – 2013)

Permanent dialogue: 4 joint workinggroups composed by ConsumersAssociation and UniCredit experts

Bank internal processes integrationwith tools carried out in partnershipwith CA

Noi&UniCredit: A program of permanentdialogue with italian Consumers' Associations(CA)

Contribute to reduceover-indebtedness andfinancial exclusion

Increasesemplification andtransparency

7 DECALOGUES –10 KEY THINGS TO KNOW on

Mortgage Current Account Personal Lending Credit Cards Debt Cards Revolving cards Loans against salary

1 TRANSPARENCY KIT FORMORTGAGE Decalogue Simplified contract Variable-Rate mortgage note Analytical leaftlets merge

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4 SIMPLIFIED CONTRACTS

Mortgage Personal Lending Revolving cards Loans on salary

2 PRODUCTS LAUNCH onFINANCIAL INCLUSION

FRIENDLY REPOSSESSA product designed toovercome situations ofilliquidity or temporaryfinancial difficulties throughthe alienation (total or partial)of a property, while retainingthe possibility to buy it backthrough repurchase

"CONTO TU FAMIGLIA "BANK ACCOUNT FORCAREGIVERSA specific product forcaregivers which enriches theoffer of banking services withservices dedicated topersonal and professionaltraining, such as languagecourses, and customizedinsurance policies

NOI&UNICREDIT: SUBSTANTIAL TRANSPARENCY ANDFINANCIAL INCLUSION ACTIVITIES

For additional info: www.unicredit.it/associazionedeiconsumatori

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LEGALITY SHIP 2012 EDITION

Courses and games on financial education to thousands of youngstudents on «Legality Ship» together with the Ministry of Education

Courses on Legality and Finance to 150 students and teachers on the"Legality ship"

"GUADAGNIAMO IL FUTURO (EARN YOUR FUTURE)" *

309 courses 200 schools 8372 participants

"FACILE&SICURO" (Easy and secure): E-money

21 meetings National Day with 20 INFO POINTS nationwide 8300 citizens involved E-money guide

FACILE&SICURO: multichannel bank

Meetings with 150 CAs executives Multichannel Bank guide Meetings on territories (starting now)

NOI&UNICREDIT :JOINT FINANCIAL EDUCATION WITH CA'S

* Figures refer to courses within In-Formati program, period March 2011 – April 2013

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LESSON LEARNED:PUBBLIC AND PRIVATE WIN-WIN PARTNERSHIP

CONSUMERS

TERRITORIALSTAKEHOLDERe.g. CONSUMERASSOCIATION

INSTITUTIONS

ENTERPRISES

Commitment todevelop their ownfinancial knowledge

Create an enablingframework: strategies,resources andcoordination

Develop, deploy and monitorprojects to increase financialskills through financialknowledge transfer

Provide informationabout concreteneeds of territories/consumers andcontribute toterritorial projects

A new "paradigm" to enhance consumer protection

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THANKS FOR YOU ATTENTION

Emanuela Angori

Head of Business Development & Client ProtectionCountry Development Department

Emanuela.Angori@unicredit.eu

+ 39 06 54455464

+ 39 335 8306450