Retail Banking And Private Banking

In 2025, we focused on adapting services for individual customers so that the use of our solutions would be more intuitive and in line with their expectations. We have supported various groups of clients, including younger and professionally active people, by offering them solutions that meet their needs in everyday situations.

Number of clients and accounts

In 2025, we opened a total of 497.5 thousand Kont Przekorzystnych and Świat Premium Accounts, including 172.5 thousand for clients up to 26 years of age, which accounts for 35%. We have maintained high acquisition results and are among the top 5 banks with the highest net account growth year-on-year. Bank Pekao’s share in the increase in the number of net accounts on the market amounted to 17% y/y.

The year 2025 was another year in which we maintained high sales of Konto Świat Premium accounts, with a total of 36 thousand accounts dedicated to affluent clients depositing at least PLN 200 thousand on the Bank’s savings products. More than 21 thousand of these accounts were opened by new customers.

497.5
k
Kont Przekorzystnych and Kont Świat Premium

The most popular account benefits include:

  • attractively interest-bearing Konto Oszczędnościowe Premium with promotions for new customers (e.g. 6% up to PLN 200 thousand for 4 months),
  • promotion of 10,000 miles under the Miles & More program for the purchase and active use of the Karty Kredytowej z Żubem,
  • access to a wide range of savings and investment products, including the possibility of purchasing Treasury Bonds.

We achieved a record level of client acquisition in the Private Banking segment – nearly 2 thousand new clients. We have also established cooperation with over 300 Family Foundations as part of the Family Office. Since the beginning of Family Office’s operation, i.e. since May 2023, we have been servicing a total of less than 700 accounts.

Marketing campaigns for the Konto Przekorzystne and Savings Account

The sales results were significantly influenced by the marketing campaigns conducted in 2025 for the Konto Przekorzystne with a Savings Account with a high interest rate and the Okazje z Żubrem discount program. The campaign was carried out on TV, on Internet portals and in social media.

We have also made available to our customers a wide and comprehensive package Supermoce w podróży, including practical solutions supporting convenient payments while travelling, including a novelty on the Polish market – a payment ring that enables contactless payments without a wallet, without a phone and without the need to recharge.

We have carried out successive editions of online account opening promotions. Customers who met the conditions of the promotion, i.e. actively used their debit card and gave marketing consents, could receive attractive bonuses in the form of a transfer to their account, up to PLN 400.

We actively promoted card sales and the PeoPay application among young customers by introducing new card images inspired by gaming. As part of the Mastercard Bezcenne Chwile program, we have prepared a special catalogue of rewards and a promotion for people registering a card with such an image. Our card lineup has been expanded with 10 new gaming graphics.

In cooperation with the Costa Coffee café chain, we offered the Bank’s individual customers with Pekao cards a 50% discount on all beverages prepared by the barista. As part of this, we also carried out a marketing campaign in Costa Coffee cafes, in the Bank’s branches, outdoor space in the largest cities in Poland, as well as in online channels and social media.

Children's offer and campaigns

We conducted active marketing activities to support the offer of selling accounts for children and young people. We encouraged parents to set up their child's first account by offering attractive promotions related to opening an account.

We carried out campaigns on the radio, social media, as well as on advertising media located in places where families spend common activities, such as swimming pools or water parks. We offered attractive interest rates in the Mój Skarb savings account. In campaigns addressed to children and parents, we consistently emphasize the importance of talking about finances and building good saving habits from an early age.

On the occasion of the 5th birthday of the PeoPay KIDS application, together with Empik, we have prepared Bajki Oszczedzajki – a series of stories that bring children and parents closer to the basics of financial knowledge in an accessible way. The audiobooks are available on the Bank’s YouTube channel and in the Empik Go app.

As part of the Back2School campaign, we promoted our offer for the youngest. In cooperation with the Fundacją Powszechnego Czytania, the Bank has prepared a children’s book entitled Porwanie Pana Złotówki, which introduces children to the subject of saving in an accessible way and promotes values such as friendship, reason and honesty.

For teenagers, we have launched a map of the bank, in one of the most popular games in this age group – in Roblox called  Grow your money. It is an innovative educational space where users learn how to manage their budget and invest, and for their activity they receive rewards in the form of additional in-game gadgets.

Since its launch, the map has been in high demand and has been played by more than 400 thousand players and more than 800 thousand times. The implementation of the map was also accompanied by the preparation of new images of payment cards inspired by characters from Roblox.

For customers aged 18 – 26, we have prepared an offer of the Konto Przekorzystne for PLN 0 and we have carried out activities to support their passions related to music and gaming. The Bank was m.in partner of the Bittersweet festival and one of the largest gaming events in Poznań Game Arena.

We continued our partnership with the gaming ambassador and the development of the Money Tycoon map in Fortnite, which was made available to players in December 2024.

In addition, we have prepared a guide ABC oszczędzania, which helps young customers develop the ability to consciously manage their finances and make responsible financial decisions.

By combining financial education with entertainment, we want to inspire young people to consciously manage their finances.

Development of electronic and mobile banking

In 2025, the number of active mobile banking customers increased by 294 thousand to 3.7 million, i.e. +9% more than a year ago and +19% more than two years ago. The number of active mobile customers using the PeoPay application increased by 328 thousand to 3.5 million and was +10% higher than a year ago and +23% higher than two years ago.

3.7
mln
number of active mobile customers

* Unique user actively using electronic banking is a user who logged in to the system and the mobile service m.pekao24.pl. at least once during the last quarter (in case of using different mobile channels the client is counted only once).

** Unique user PeoPay application who logged in to the system PeoPay at least once during the last quarter.

The key projects implemented in 2025 on the Pekao24 website and the PeoPay app included the introduction of, amongst other things:

DETAILS OF IMPLEMENTATIONS AND CHANGES

Activation and login improvements

 – vation and login improvements
– Simplified activation of PeoPay in the branch – the optimized process enables more efficient and faster implementation of the service in the branch, which translates into more effective bill sales and customer service, as well as supports user mobility,
– Optimising the identity verification process on a selfie, increasing the convenience and effectiveness of remote identification,
– Logging in to Pekao24 without a password – on trusted devices, it is enough to approve logins in PeoPay or using a hardware key,
– A new process of activating the PeoPay application with the use of e-ID, ensuring quick and safe launch of the application.

Changes in the area of security

 – Notification Center in PeoPay: introduction of a dedicated section for security messages, thanks to which the customer has constant access to the received alerts,
– CyberRescue – round-the-clock assistance in the area of cybersecurity and ongoing notifications about threats and methods of fraudsters,
– Behavioural protection – analysis of the way of typing, moving the cursor or gestures on the screen allows you to create an individual behavioural profile of the customer and increase the security of their data and funds in electronic banking,
– Automatic generation of a consultant’s authorization card – confirmation of the identity of the hotline consultant directly in the application, which increases the security of contact with the Bank.

Improving the ergonomics and appearance of the application

 – New Peako24 dashboard – refreshed appearance and significant improvement of the website’s usability,
– Live Activities – the ability to track the validity of tickets and parking time in real time in the PeoPay application,
– “Twoje Sprawy” section in the PeoPay application – introducing a single place for the processing of all the most important banking matters,
– Changes resulting from the WCAG Accessibility Act: adapting the website and applications to the requirements increasing accessibility for all users.

Changes to transfers

 – Sorbnet transfer – adaptation of the process to the new regulations introducing the SORBNET3 system,
– Serial transfers, enabling the execution of multiple transfers in one order,
– Series of split payment transfers, enabling the execution of multiple transfers at the same time in the Pekao24 service

New features

 – Payment rings – enabling payments to be made with them, thanks to the tokenization of Bank Visa and Mastercard cards (both debit and credit),
– e-vignettes for the purchase of electronic vignettes for motorways and roads in Bulgaria, the Czech Republic, Slovakia, Slovenia, Switzerland and Hungary.

Key retail loans: PEX cash loans and mortgage loans

PEX cash loans

In 2025, we achieved very good sales results in the area of cash loans. The value of cash loans granted amounted to PLN 7.4 billion in net volumes, i.e. +17% compared to 2024. The gross value of the new contracts reached PLN 8.9 billion. i.e. +21% y/y.

High sales and a high share of net volume in the value of signed agreements (new financing granted to customers) translated into an increase in the value of the cash loan portfolio by +13.1% y/y, with slightly higher dynamics compared to the banking sector.

In 2025, we achieved record sales of cash loans granted electronically – PLN 6.0 billion, i.e. +25% y/y. We are consistently increasing the share of loans granted remotely through the Pekao24 service, the PeoPay mobile application and via the Bank’s online.

7.4
PLN bln
The value of cash loans granted
6.0
PLN bln
Sales of cash loans granted electronically

We develop sales processes, focusing on the comfort of customers by implementing new loan offers and solutions that simplify obtaining financing, transferring loans from other banks and at the same time increasing the level of security.

In 2025, we implemented new solutions to make it easier for customers to take advantage of cash loans, including:

  • increasing the limit of a loan available without the consent of the spouse to the amount of PLN 100 thousand,
  • new consolidation processes, facilitating the transfer of the loan to Bank Pekao or the combination of repaid installments in Pekao, which allows to reduce the amount of repaid installments or obtain additional financing,
  • a new model of Risk Based Pricing, which allows you to offer a lower price to customers with the best risk profile,
  • new CPI insurance for cash loans with a regular premium,
  • maintaining very competitive price conditions of credit offers.

Bank Pekao S.A. is the only bank in Poland that offers loans to finance tuition fees for paid medical studies. Students can apply for a loan at the beginning of each semester and take advantage of interest rate subsidies, a guarantee granted by BGK, and the possibility of full or partial redemption. So far, almost 5.7 thousand customers have benefited from the loan, for a total amount of over PLN 1.26 billion, of which we have already released almost PLN 420 million for the semester tranches of the loan.

Mortgage loans

In 2025, sales of housing loans reached PLN 10.8 billion, i.e. an increase of 35% y/y compared to PLN 8.0 billion in sales of standard loans obtained in 2024 (excluding PLN 3.3 billion of loans under the Safe Loan 2% offer sold in 2024 under the government’s housing support program). The achieved sales results allowed us to achieve our sales targets.

We have been updating our mortgage loan offer on an ongoing basis and adapting it to the changing conditions and market needs in order to keep it among the best offers on the market. The offer has been extended, m.in, to include an offer for uniformed services, for customers refinancing loan liabilities from other banks. We also introduced preferential terms for loans above PLN 500 thousand, which allowed us to reach wealthier customers from larger cities with more specific financial needs.

10.8
PLN bln
Sales of housing loans

In October 2025, we introduced a new PZU Dom home insurance offer, available both as a product linked to a mortgage loan and as a stand-alone offer for all clients.

Digitization of the mortgage process remains one of the key directions of the Bank’s development, and intensive activities in this area are planned in the coming months. An important element of this transformation is the new mortgage process, the production version of which was launched at the end of 2025. In the first stage, we implemented it in selected macro-regions, while at the beginning of the first quarter of 2026, the process will be successively made available to other regions, and then also to intermediaries.

The Bank’s activities are appreciated and rewarded. We became the winner of the „Złoty Bankier” ranking in the category of mortgage loans – as a „Hipoteczny multitool”. The Bank has been described as a multi-tasking mortgage that offers a full package of proposals in terms of the interest rate formula and the amount of the required own contribution, also being at the forefront in terms of amounts available to the customer and borrowing costs.

In 2025, we transferred part of our mortgage loan receivables to Pekao Bank Hipoteczny. The total number of loans transferred so far is over 18.5 thousand with a value of over PLN 3.9 billion.

Business clients loans

Acquisition and sale of financing

In 2025, new sales of financing to business customers in total (loans, leasing and factoring) amounted to PLN 3.3 billion and were higher by +13,5% y/y. Sales of bank loans in the business segment amounted to PLN 1.4 billion.

Development of digital channels and self-service processes

Bearing in mind the growing expectations and needs of business customers, the Bank has consistently developed digital channels and self-service solutions. A key element of the activities was the further digitization of processes and increasing the availability of the credit offer in online and mobile banking.

Credit offer and sales support activities

We continued our strategy of developing sales of credit products in remote channels. We have prepared for our clients the possibility of obtaining attractive financing terms of up to PLN 300 thousand, in a simple and quick credit procedure. Pre-limit solutions, which shorten the time needed to raise funds, were a great facilitation.

For clients with liabilities in other financial institutions, we have prepared a special consolidation offer. It allows you to put your finances in order and take advantage of preferential conditions and strengthen your relationship with the Bank as your first choice bank.

We supported sales with solutions enabling the settlement of liabilities from other banks, seasonal promotional offers, such as Zima and Wiosna taniej w online, as well as cooperation with sales partners. These measures have increased the availability of credit offers and improved the customer experience. In the business customer segment, we carried out intensive work related to optimization and digitization processes. The result of this work is a simplified and fast credit process, also available in remote channels.

Development in the area of insurance products

In 2025, we expanded our offer with two new insurances available in all distribution channels:

  • CPI with regular premium linked to the PEX product,
  • PZU DOM real estate insurance with a wide range of protection, available both as part of a mortgage loan and in the standalone formula as a standalone product.

In the service area, we have introduced solutions that improve the quality of customer service. One of them is the optimization of the claims process, which translates into more efficient service and shorter time of case processing. We supported sales with marketing activities and personalized communication using CRM. Thanks to these activities, we have strengthened the knowledge of our insurance offer and current promotions, especially regarding travel and motor insurance during the holiday season.

Our insurance offer was becoming more and more popular among customers, and we achieved high sales dynamics y/y in insurance not related to banking products. The number of standalone policies sold in 2025 was 80% higher y/y. The dynamics of sales of automotive/motor insurance amounted to +58% and travel insurance +86% y/y.

A large increase in policy sales was recorded in remote channels, where the number of concluded contracts was almost twice as high as in 2024.

The share of the number of mortgage loans sold with insurance (for which such an offer could be available) remained at a stable high level of 94,2%. In the case of the number of cash loans sold, this share amounted to 34,3%.

In 2025, we sold insurance policies generating over PLN 820 million in GWP, which is an annual record for Pekao’s bancassurance business.

Our share in the bancassurance market at the end of 2025 is 16.2%.

16.2
%
Our share in the bancassurance

Deposit, brokering activity and sale of investment products

Our savings offer was very popular among customers. At the end of December 2025, the total value of deposits held by retail customers (including Private Banking customers) and business customers reached PLN 169.7 billion, representing an increase of PLN +6.7 billion (+4.1%) compared to the end of 2024.

The value of assets invested in TFI Pekao’s products and certificates of deposit increased to PLN 35.9 billion, up by PLN +7.5 billion (+26.5%) compared to the end of 2024.

169.7
PLN bln
deposits held by retail customers and business customers
35.9
PLN bln
assets invested in TFI Pekao's

In 2025, savings accounts were very popular among individual customers, including cyclical promotions for new customers and holders of Savings Accounts and Premium Savings Accounts with an attractive interest rate of 7.0% for 4 months up to PLN 100 thousand. which translated into an increase in the total balance on savings accounts by the end of December 2025 by almost than PLN 2.1 billion (+7.5%).

For clients who prefer traditional forms of investing funds, we offered a wide range of term deposits with attractive interest rates. Deposits were available both in remote channels (e.g. Lokuj z Nami deposits, Lokata dla Ciebie deposits) and in branches. Customers were also interested in savings products for children up to 18 years of age, including Moj Skarb accounts and Skarbonki, which allow you to save for specific purposes.

In 2025, we achieved record net sales of investment products of PLN 19.3 billion, compared to PLN 17.5 billion in 2024. Clients interested in investing their savings in investment products had access to a wide range of Pekao TFI funds, products combining the advantages of deposits and investments (Deposit with a Fund and Investing Deposit) and to numerous issues of structured products with full capital protection available in three currencies: PLN, EUR and USD.

In 2025, there was also a very high interest in retail Treasury Bonds, which constituted an important element of the offer.

We supported the process of self-purchase of investment products in remote channels in the application through periodic offers with preferential price conditions. As a result, the number of customers who purchased investment products in the PeoPay application and in the Pekao24 service grew systematically.

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