GENERAL MEETING DRAFT - Bankier.pl

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Dear Shareholders,
During the past year, we have made an intensive effort to transform and adapt our business to the
complex and rapidly changing market. An in-depth assessment of who we are and what we do was the
first step in a process to improve the way we relate to our clients. Today, we are focused on building our
business around our customers.
Although the global economy is in a recovery phase, market volatility remains high as a result of the
significant uncertainty that persists.
It is therefore important that we maintain our focus in managing our business in these unsettled times.
Interest rates are being kept exceptionally low, as central banks continue to support liquidity. They are,
however, beginning to design their exit strategies, the timing and manner of which will be crucial to the
economic recovery and the profitability of a banking system that is under pressure due to the deterioration
of assets and the high cost of capital.
The emerging regulatory framework, which is still a point of discussion among regulators and financial
institutions, will be an important tool in reinstilling public trust in the financial system and the banking
industry.
Nevertheless, stability, transparency and sustainability must be at the top of the agenda for banks and
financial institutions if they are to regain credibility and their good reputations.
These are the facts. And we proactively decided to reassess our priorities, reaffirm our purpose, and
rethink what it means to be one of the most important banking groups in Europe. The result is our new
Group mission statement. It sets forth our common effort on how we relate to clients in order to maintain
their trust and generate sustainable value.
To us, customer centricity can be described in two words: proximity and simplicity. Being close to our
clients allows us to be attentive to their core needs and to modify our divisional business model in a way
that better serves them, making it as easy as possible for customers to do business with us.
This must be true for all of our clients in every country in which we operate, because we take pride in
being a European bank, with European roots and a European frame of mind.
The “One4C” (“One for Clients”) initiative was our most important effort of 2009 to promote a change in
our corporate culture. It was designed to channel all of our efforts to move closer to both our internal and
external clients, as well as to the communities in which we operate. We will achieve these goals by
investing in increased specialization and improved processes.
In addition, we will strengthen the roles of the people who daily interact with our clients, and continue to
invest in their professional development.
Being closer to our customers also means assisting them when circumstances prove challenging. For this
reason, in 2009, we undertook initiatives in support of families and companies in difficulty.
2009 CONSOLIDATED REPORT AND ACCOUNTS
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