Cohesion and Inclusion

Objectives

• Provide simple and fair access to financing for all customer profiles
• Tailor our offers to individual needs, including vulnerable and financially fragile customers

Action Plan

• Full digitalisation of credit customer journeys in 22 countries
• Use of open banking to enable more accurate and responsible credit assessments
• Development of tailored financing solutions aligned with borrowers’ specific needs

Results

• Increased customer satisfaction rates in four countries (France, Italy, Germany and Portugal)
• Expansion of microcredit solutions to three new European subsidiaries

Objectives

• Prevent over-indebtedness and promote financial autonomy

Action Plan

1. Focus on prevention and provide personalised support to vulnerable customers
2. Raise awareness of financial education to help prevent over-indebtedness situations

Results

• 38,991 customers supported in 2024 (Sofinco in France, Agos in Italy and Credibom in Portugal)
• Improved early resolution rate of at-risk financial situations
• Rollout of the programme to additional European countries in 2025

Objectives

• Develop integration and training pathways for young people

Action Plan

1. Be recognised as a responsible employer
2. Commit to diversity and inclusion
3. Promote gender equality
4. Support young people in their professional integration

Results

• Gender Equality Index: 92/100 in France
• 20% increase in the number of apprentices and work-study students within the Group
• 81% of employees believe that Crédit Agricole Personal Finance & Mobility takes diversity and inclusion into account within its teams
• 9.93% of employees in France are people with disabilities

Objectives

• Provide long-term support for projects with strong local and social impact
• Increase employee engagement

Action Plan

1. Support young people in preparing for the future world of work
2. Promote skills-based volunteering and all forms of solidarity initiatives

Results

• Over 30% increase in supported solidarity projects compared with 2023
• More than 500 employee volunteers with For Youth in 2024
• Nearly 1,000 young people supported through For Youth, our endowment fund dedicated to youth initiatives