CSR Policy

The Corporate Social Responsibility (CSR) Policy of the Unicaja Banco Group, approved by the Board of Directors on 30th July 2019, establishes the basic principles for action by the Bank in matters of CSR that contribute to creation of value in a sustainable manner for the interest groups with which it performs its activity, in line with the terms foreseen in the Code of Good Governance of Listed Companies and Act 11/2018, of 28th December, that amends the Code of Commerce, the consolidated text of the Capital Companies Act approved by Royal Legislative Decree 1/2010, of 2nd July, and Act 22/2015, of 20th July, on Accounts Auditing, in matters of non-financial information and diversity.


Unicaja Banco aims, through its CSR Policy, to establish a reference framework that allows integration of economic, social and environmental sustainability within the Group’s business model, attending, at the same time, to its commitment with the Principles of the Global Compact, with the 2030 Agenda and Sustainable Development Goals (SDGs) of the United Nations.


This Policy is applicable to Unicaja Banco, as well as to the subsidiaries over which it holds effective control.


With regard to subsidiaries over which it does not exercise such control, it shall seek alignment of their policies in CSR matters with those of the Unicaja Banco Group.

Transparency, caution, solvency and corporate efficiency are some of the values that define us as a Bank. However, we also have a commitment to social and economic development through projects that support job creation, financial education, the environment and other activities of social interest.


Our commitment goes beyond


Access to our CSR Policy

Code of Conduct

Grupo Unicaja Banco has a Code of Conduct which was approved by the Board of Directors on 30th July 2015. It aims to ensure the knowledge, respect and effective application on the part of the different stakeholders, specifically on the part of employees, of the mission, vision, values, principles and basic guiding policies of Grupo Unicaja Banco.


The Code of Conduct also brings together certain general principles and recommendations in relation to good governance and basic deontological standards that have to prevail over action on the different markets, paying special attention to the prevention of conducts that might give rise to criminal liability of the banks comprising Grupo Unicaja Banco.


Code of Conduct


Complaint Channel Form


In accordance with the "Financial Crime Risk Prevention Programme of Unicaja Banco, S.A.", the Complaint Channel is placed at the disposal of third parties unconnected to the Bank for notification of specific irregular conduct with possible criminal implications that has come to the notice of said third parties within their organisations.


Confidentiality of any communications sent is absolutely guaranteed as is the protection of the personal data of all those involved. On no account shall anonymous communications be accepted. Confidentiality will be kept at all times unless the information has to be disclosed to an administrative or court authority, including the Spanish Attorney General’s Office.


Access to the form

Quality Policy

Unicaja Banco S.A. is a stock market listed Spanish bank with a proven record of solvency and financial solidity, that has taken over the historical experience of a dozen savings banks, some of them over a century old, and features its small business orientation, with cautious management in its commercial strategy and risk profile.


We fulfil our mission by attending to a set of values, among them there are:

  • Its special client orientation and continual improvement
  • Process based approach: their review is continuous to seek the highest levels of service quality and efficiency
  • Encouraging innovation and transformation to adapt to external and internal clients needs

At Unicaja we define Quality as the positive experience of the Parties Concerned with our company: external clients, internal clients, employees, shareholders, society, allies, providers and supervisory bodies, a positive experience being understood as reasonable coverage of the needs and expectations each of them has.


We undertake to Detect /Evaluate /Act on all the Risks and Opportunities linked to the Quality Management system implemented to assure the results foreseen: to increase the desirable effects, to prevent or reduce undesired effects and achieve Improvement. Thus, Quality orientation and continuous Improvement affect all the certified scopes of our Bank.

The quality management systems that we have implemented are aligned with the strategic objective of customer focus, while always keeping our commitment to comply with all applicable laws and regulations as well as the Articles of Association governing Unicaja and the requirements of the ISO 9001:2015 standard.


Our Quality Policy is a document that must have internal and external visibility. It must be communicated, understood and observed within the institution. It must be revised and updated when so required.

Certificates issued according to the ISO9001:2015 standard:

  1. Media and Systems : Internal Audits of branch network centres. Internal Audits of central services and subsidiaries and IT. Internal Audits of central services and subsidiaries and IT.

  2. Internal Audi : Internal Audits of branch network centres. Internal Audits of central services and subsidiaries and IT. Internal Audits of central services and subsidiaries and IT.

  3. Customer Service : Resolution of Complaints and Claims managed by the Customer Service Department.

  4. Transformation : Co-ordination of the Unicaja Quality Management System. Measuring of Customer Satisfaction. Implementation and Control of internal and external Customer Service protocols. Implementation and Control of internal and external Customer Service protocols. Design, compilation and dissemination of the branch network Quality Index that includes the conservation of the environment and the wellbeing of future generations.

Information Security System

Unicaja Banco has an information security management system certified by AENOR in accordance with the UNE-ISO/IEC 27001:2014 standard.


Unicaja Banco has been certified to the UNE-ISO/IEC 27001:2014 standard since 2007 which governs, since the last extension in 2016, the management system of best practice in information security for its Electronic Banking services and corporate portal, financial self-services, Host-Based Information Services, information services for the branch network, intranet services and corporate information services, services associated to POS terminals and other web portals. Therefore Unicaja Banco is an institution that has been certified by the Spanish Association of Standardisation and Certification (AENOR) for its conformity with the ISO/IEC 27001:2014 standard, which guarantees an excellent Information Security Management System for its Electronic Banking service, UniVía.


This distinctions demonstrates the robustness and reliability of Unicaja Banco information systems, thereby ensuring its customers the highest security level for their operations and transactions.


Certificate of the Information Security Management System

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