The Bank’s Strategy for 2025–2027

In 2025, we consistently pursued initiatives aimed at strengthening our position in the most profitable segments, such as consumer finance, microenterprises, SMEs and mid-sized companies. Drawing on Pekao’s well-established corporate banking expertise, we supported our clients’ development and engaged in major transformation projects.

In 2025, we opened a total of 497.5 thousand retail client accounts, maintaining a high acquisition rate. 35% of these were new current accounts for clients under the age of 26. By the end of 2025, the Bank served 6.7 million retail clients, including 1.2 million young clients.

Our sales performance was significantly supported by the Supermoce w podróży campaign and a comprehensive suite of solutions designed to meet clients’ travel needs during the holiday season. Innovative payment rings and the ability to purchase e-vignettes via the PeoPay app proved particularly popular. In cooperation with LOT Polish Airlines and the Miles & More programme, we continued to promote mileage accumulation for transactions made using the Żubr Credit Card, which is now used by over 34.7 thousand clients.

We also ran promotional campaigns to support the sale of accounts for children and youth. Parents were encouraged to open their child’s first account through attractive incentives. We offered competitive interest rates on the Mój Skarb savings account. Additionally, we conducted extensive activities to build the Bank’s image among young clients, supporting their passions – in sports, gaming and music (e.g. partnering with the Bittersweet festival in Poznań).

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% more than last year. The gross value of new contracts signed amounted to PLN 8.9 billion.

In 2025, we also were successfulin mortgage lending. Sales reached PLN 10.8 billion. Despite intensifying competition, we maintained a strong market position, thanks in part to the consistent positioning of Pekao’s offer among the most competitive in the market.

Also in the business customer segment we achieved an increase in sales, new sales of total financing (loans, leasing and factoring) amounted to PLN 3.3 million and were higher by +13.5% y/y. Sales of bank loans in the business segment amounted to PLN 1.4 billion. The Bank provides customers with simplified and fast paths in the credit procedure, including pre-limit-based solutions that reduce the time needed to obtain funds.

In 2025, we consistently developed sales of insurance products. We conducted intensive marketing activities and personalized communication with the use of the CRM system, which are aimed at increasing customer awareness of the insurance offer and current promotions, m.in. for travel or motor insurance during the holiday season. The premium collected from insurance products was 4.6% higher than in 2024. The bank’s share in the bancassurance market reached 16% at the end of 2025.

In 2025, we achieved very good results in the area of sales of investment products. Total net sales of investment products (retail and private banking clients) amounted to PLN 19.3 billion, with a growth rate of +10.2% y/y. We recorded a record-breaking acquisition in the Private Banking segment – nearly 2 thousand new clients.

Thanks to effective business initiatives aimed at strengthening existing and building new competitive advantages in the SME and MID segments, we have continued to reinforce the Bank’s market position in this area. We offer our clients a broad, comprehensive range of products and services, including bank loans, leasing, factoring, bond issuance, and other specialised forms of financing.

In 2025, we further expanded our offering with new solutions, such as:

• Signing an agreement with the European Investment Fund (EIF) for preferential financing totalling over PLN 1.25 billion under the InvestEU programme. This collaboration provides credit guarantees covering up to 80% of the financing amount granted by the Bank,
• Increasing access to mortgage loans and SMEX express loans for small and medium-sized enterprises, enabling more firms to benefit from flexible financing options,
• Raising the guarantee limit under the Investmax programme, allowing SME clients to obtain higher credit security and scale up their investment projects,
• Introducing credit products based on POLSTR, providing customers with financing based on the new indicator.

In 2025, we acquired 2.8 thousand customers in the SME segment and 1.1 thousand new customers in the MID segment (+26% y/y). The value of new loans sold (excluding renewals) in the SME segment reached PLN 7.7 billion (+16% y/y). On the other hand, in the MID segment, the value of new loans sold amounted to PLN 16.0 billion (+19.5% y/y).

In corporate banking, we focus on expanding specific business areas using advanced tools that support the work of advisors, product specialists and analysts. While nurturing long-term business relationships and establishing new ones, we engage in projects with major corporate clients, public sector entities, the commercial real estate sector and financial institutions.

Our activities are multifaceted – we closely collaborate with leading firms and play a key role in strategic projects supporting the Polish economy. In the public sector, we work with nearly all Polish metropolitan areas (11 out of 12), over 50 public universities, and are one of the two most frequently selected banks by local governments issuing bonds. We are actively involved in the transformation of the Polish economy, also developing investment banking, specialised financing, transactional banking, treasury, and international banking – supporting our clients’ global expansion.

In 2025, we consistently strengthened our leading market position, reflected in stable income results, market shares and numerous industry awards. At the end of 2025, we served over 7 thousand corporate clients. The volume of gross corporate loans amounted to PLN 64.8 billion (+10% y/y), while loans to the public sector amounted to PLN 11.5 billion (+10% y/y).

At the heart of our operations is the client and their needs. We are intensively developing digital channels and fast, user-friendly service processes.

In 2025, a key organisational focus was on improving the client experience management model, which was implemented at the end of the previous year. Our aim was not only to embed the model in everyday operational practice but also to establish it as a standard guiding the organisation’s future development. In this context, a number of initiatives were undertaken to promote this new approach – both by raising awareness among employees and through its practical implementation in core business processes.

The client experience management model was designed to ensure that every person using our services receives support of the highest standard: professional, transparent, and empathetic. Regardless of financial needs, life stage or preferred contact channel, every client can count on support that meets their expectations. Our relationships with clients are founded on security and trust, with an emphasis on proactively responding to signals and anticipating future needs.

We continuously listen to the voice of the client, using a broad spectrum of sources: internal and external research, complaints, social media feedback and opinions published on industry platforms. The data gathered is carefully analysed and used as a foundation for designing solutions tailored to actual client expectations.

As a result of these actions, client experience management has become embedded in our organisational culture, significantly strengthening the implementation of our 2025–2027 development strategy. Every business initiative and decision made within the organisation is based on thorough analysis of client needs, making client satisfaction a priority and shaping future actions accordingly.

The results achieved in 2025 confirm that we are delivering on our strategic commitment to continuously improving the client experience – including higher satisfaction scores and NPS. These trends are also reflected in independent analyses and market publications, which highlight a clear improvement in how our organisation is perceived by clients.

A key component of the strategy is the implementation of an integrated service model in the retail banking segment. In 2025, we continued intensive work on enhancing the functionality of our digital service channels.

We introduced a number of new solutions in the Pekao24 online banking platform and the PeoPay mobile app. These included:

• payment rings (enabling transactions linked to debit and credit cards),
• samsung Pay digital wallet,
• e-vignettes (functionality allowing for the purchase of electronic toll passes for motorways and roads in selected European countries),
• behavioural protection service (a free solution designed to increase client safety and prevent fraud attempts),
• batch transfers (split payment functionality),
• enhancements to the interface and ergonomics of digital channels, improving user intuitiveness.

At the end of 2025, we reached the level of active mobile customers assumed in the strategy, which increased by 294 thousand to 3.7 million.

We have consistently increased the share of loans granted in remote channels in the Pekao24 service, in the PeoPay mobile application and via the Bank’s line. The value of sales of cash loans concluded electronically amounted to PLN 6.0 billion, i.e. +25% y/y. The share of cash loans sold in remote channels (in volume terms) was 88%. The Bank also continued to offer preferential pricing terms to customers using remote channels when purchasing investment products, which translated into an increase in the number of transactions carried out in these channels.

The development of remote distribution channels was accompanied by activities aimed at improving the efficiency of the branch network. In 2025, the Bank reduced its network by 13 branches. At the end of the year, the network included 473 own outlets and 87 partner outlets.

Under the Efficiency pillar, we implemented initiatives aimed at digitalising both credit and non-credit processes in the enterprise and corporate segments, while also strengthening the Bank’s technological competencies and capabilities.

To optimise key credit processes, we undertook actions focused on improving their efficiency and reducing credit decision turnaround times.

We continued to develop remote service channels for enterprise and corporate clients. We launched an upgraded version of the PekaoBiznes24 platform and introduced the new PeoBIZ 2.0 mobile application. These solutions significantly enhanced service quality by improving intuitiveness and functionality. At the same time, we expanded the client onboarding process functionalities – both remotely and in branches. As a result of these initiatives, the digitalisation rate for the SME, MID and corporate segments increased by 10 p.p. compared to the previous year.

In 2025, we also conducted a dynamic transformation across the broader IT area. Under the new Strategy, we will design and implement a solid foundation for a modern data ecosystem – understood as an integrated environment of business and technical systems, management processes, organisational roles, and change governance mechanisms. This will enable the transformation of Bank Pekao into a truly data-driven organisation. One of our strategic initiatives focuses on developing the skills and technologies needed to harness the potential of artificial intelligence. In 2025, we launched new tools for employees, including those within the agent platform. These were accompanied by training initiatives to help staff deepen their expertise, use AI effectively in their daily work, and do so in a safe and responsible manner. Other modernisation efforts included further development of cloud-based solutions and the implementation of a modern, layered, scalable and secure IT architecture and infrastructure.