Annual Integrated Report

114 Content Details Annual Integrated Report Table of Contents Introduction Value Creation | Economic Performance | Environmental Social Governance Appendices Financial well-being of the customer and responsible consumption 3-3 Management of mate- rial topics As a financial institution, we may generate tangible negative impacts, such as client indebtedness and the occurrence of unwarranted or abusive charges. Consequently, we are involved in legal actions and administrative proceedings that are directly related to the normal course of our business operations. The primary categories of legal and administrative proceedings to which we are subject include: administrative and judicial actions related to taxes; administrative and compensatory actions for damages concerning consumer rights, particularly in relation to credit cards, current accounts, and loan disputes; judicial actions involving disputes related to contracts and agreements in which we are a party, including claims related to contract breaches, among others. For further information on these negative impacts, please refer to Form 20-F (page 199). https://cms.santander.com. br/sites/WRI/documentos/url-20-f 2022/23-02-28 191428 20-f%202022.pdf. pdf. To mitigate these risks, we have established a governance structure involving senior leadership within the Institution, comprising committees, controls, goals, and metrics, as well as action plans aimed at continuously improving our customer service. 417-1 Requirements for product and service infor- mation labeling Productive inclusion and empowerment 3-3 Management of mate- rial topics Where to find the indicator Reasons for omission Pages 9, 22, 23 Page 56 Confidential information. Our rela- tionship with customers, through evaluations and daily interactions, yields valuable insights to enhance our processes and policies. (item f) Information not applicable. The percentage of significant product or service categories covered by the organization's procedures and assessed for compliance with said procedures does not apply to the Bank's activities. Pages 9, 22, 23, 36, 58 and 59 Confidential information. Our engagement with stakeholders and the entities with which we relate to promote social and cultural invest- ment generates subsidies to enhance processes and policies. We constant- ly monitor the efficacy of measures, objectives, targets, and indicators. Our governance framework provides for reporting and approval of actions taken, which may escalate to the Board of Directors (items e and f). Santander 115

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