NOVO BANCO steers its activity on the basis of sustainability principles and with the firm resolve to give a positive contribution to the entire ecosystem within which it operates. To manage its business in a fair and responsible manner, the Bank has been implementing a culture that involves permanent monitoring of its impact on the surrounding community, training and raising the awareness of its employees, business partners and clients and adherence to the principles and policies that govern its activity.

In order to define its sustainability strategy, NOVO BANCO prepared its first Materiality Matrix, in 2019. To this purpose a survey was sent to around 9 thousand internal and external stakeholders: employees, clients, suppliers, regulators, private social solidarity institutions, non-governmental organisations, business associations, and also to other entities such as unions, banks and the media, among others.

Matriz Stakeholders ENG

This matrix, together with the recently implemented strategic plan, the commitments assumed, and the 2030 Sustainable Development Goals, for which we are currently being selected, will become the basis of NOVO BANCO's sustainability strategy.

Communication Channels

Feedback from the different interested parties is thus essential to continuously improve services provided, using for this purpose a variety of channels enabling the enhancement of the relationship with the different types of stakeholders and the fulfilment of their expectations.

Stakeholders                                          Channels

Employees Request for in-person feedback via questionnaires and meetings
Intranet (NBweb and Human Resources Portal)
Email (including CEO Office and “Ask the Chairman” address”)
HCD manager for active and retired employees
Human Resources Business Partner
Executive leadership visits to the commercial network
Whistleblower line
Workshops and Lectures
Annual convention and other meetings
Workers Committee, Union Secretariat and Information and Consultation Procedur
Clients Request for by phone, online and in person;
Formal system for filing complaints;
Branch Network, Corporate Centres and Regional Divisions;
Social networks (NOVO BANCO Cultura, Planeta NOVO BANCO and Linkedin)
Events, such as NOVO BANCO Summit
Regulators Provision of mandatory and voluntary information
Request for feedback by phone, online and in person.
Investor Relations team
Regular meetings with investors
Quarterly results presentation
Investors website
Suppliers Contacts established through a specific website (Grupo NOVO BANCO Supplier Portal), coordinating the exchange of information via e-mail, telephone and in person.
Media Information provided in-person, by phone and online;
Press conferences
Quarterly results presentation
Community Continuous in-person, telephone and online dialogue with Associations, Private Social Solidarity Institutions, social and environmental NGOs;
Corporate Social Responsibility Initiatives
Participation in conferences
Social networks (NOVO BANCO Cultura, Planeta NOVO BANCO and Linkedin)


Signatory Corporate citizenship initiative which had its origin, back in 2000, in a proposal by the then UN Secretary-General, Kofi Annan. It is based on ten fundamental Principles, in the areas of human rights, labour practices, environmental protection and anti-corruption, and aims to promote businesses’ public and voluntary commitment to endorse these principles.
Members Non-profit association that brings together and represents more than 90 leading companies in Portugal, which are actively committed to the transition to sustainability.

Organisations for Equality Forum, created in 2013, comprises 69 organisations committed to reinforcing and highlighting their organisational culture of social responsibility, incorporating, in their strategies and management models, the principles of equality between women and men at work.
Associate Main entity representing the Portuguese banking industry, it was created in 1984 to strengthen the financial system and contribute to the development of a more solid banking sector.

Portuguese Association of Investment and Pension Funds and Asset Management Firms, which represents the interests of Mutual Funds management, Real Estate Funds management, Pension Funds Management and Asset Management, viewing a more efficient defence of these activities.

The Portuguese Quality Association is a non-profit organisation, founded in 1969, that aims to promote and disseminate theoretical and practical knowledge in the field of Quality and Excellence in Portugal.

National Customer Satisfaction Index is a system for measuring the quality of goods and services available in the national market, through customer satisfaction surveys.
Subscriber Document recently presented by the United Nations Global Compact, which has as its main objective to achieve the transition to a low carbon economy and to avoid the overheating of the atmosphere.

Letter Commitment to Sustainable Finance in Portugal, which aims to contribute to the promotion of sustainable investment practices.