2018 Sustainability Report

2018 Sustainability Report

Ita? Unibanco Holding S.A.

Index

A bank in Transformation

3

Sustainability Management and Governance

5

Value Creation

11

Risk Management

18

Integrity and Ethics

37

Customer Satisfaction

53

Digital Transformation

58

Employee's Experience

62

Diversity 77

Financial Inclusion Corporate

and Orientation Citizenship

86

100

Environmental Management

111

Attachments 122

A bank in Transformation

This is an era of transformation that requires each one of us to be always prepared for more instantaneous, frequent and significant changes. These novelties impact and definitely change the habits of many people. For this reason, in a form of constructive indignation, we decided not to be complacent but to transform ourselves.

Accordingly, 2018 was a great year for us, not only for our achievements and results in the financial market but also for the innovations and changes we made. We developed many initiatives, in line with the six strategic fronts defined by senior management last year, which are divided into two groups:

? Transformation, with the Customer Satisfaction, Digital Transformation and People Management fronts; and

? Continuous Improvement, with the Risk Management, Sustainable Profitability and Internationalization fronts.

Some examples of the way we progressed towards internal transformation and in our roles in society were the launch of Credicard Pop, the repositioning of Credicard, the conception of Teclado Ita? (Ita? Keyboard), the offer of

new digital payment methods with Apple Pay and Samsung Pay and, also, the facility offered by the Abre Contas (Open Accounts) application. Additionally, we reinforced our work on urban mobility with the inauguration of the new bicycle system. In the social field, we had the visit of Malala Yousafzai to Brazil for an important event for education. For our employees, we implemented the pilot home office practice in many departments, we established a new dress code by means of the Vou Como Sou (I go as I am) campaign and organized many internal engagement events such as the Semana da Diversidade LGBT+ (LGBT+ Diversity Week) and Semana da Diversidade Racial (Racial Diversity Week).

In 2018, we also expressed our desire to change the league and presented to the entire institution the seven principles of centrality in the client. Our commitment is to increasingly prioritize this relationship with clients, getting to know them and understanding their problems and needs, enchanting, innovating, communicating in a transparent way and, of course, recognizing the people that make all this happen.

Accordingly, we keep on going as a bank in transformation.

Enjoy your reading!

Context of the report

Structure of the report

Because we are a bank in transformation, we are constantly adapting ourselves in view of the new competitive and regulatory challenges, of the new available technologies, of the employees' expectations and of the habits of our clients.

In this process of Creation of Value, we add shared value in the long term for our employees, clients, stockholders, suppliers and society, thus ensuring the longevity of our business. Therefore, in addition to creating financial value by means of the production and distribution of wealth among employees, government and stockholders, we also highlight the creation of value for the other stakeholders and, consequently, for society.

In order to create value with responsibility, we need to base our activities on strong Risk Management processes that permeate the entire organization and that are the basis for the strategic decisions that ensure the sustainability of the businesses. We understand that organizations that intend to be perennial cannot profit at any price and, therefore, that success depends on their ability to lead with Integrity and Ethics, which are essential values for us and our society.

In view of this, we decided, this year, to focus even more on our clients and join the league of the world's best companies in Customer Satisfaction, providing them with better experiences and making them more fulfilled. As an essential tool to achieve customer satisfaction, we use and increasingly invest in technology, following our Digital Transformation.

Another way to satisfy our clients is by having more satisfied employees. Accordingly, we have improved the Employee's Experience. We are concerned with a work environment that respects the individuality of our employees, where everyone is able to work as they are and in which we encourage values such as flexibility and Diversity.

We also recognize that our role as change agents and promoters of local development is very important. As such, we work to encourage projects, institutions and individuals in an innovative manner towards the construction of a better world.

With respect to the value generated for society, we highlight our Financial Orientation and Inclusion actions, which, by means of the expansion of the access to our services, affect the healthy economic development of society and our employees, and our activities aimed at Corporate Citizenship, which expand our social actions aimed at cultural and educational development, among others. Also, in the search for local development by means of the mitigation of the negative impacts of our operations, we present our initiatives aimed at Environmental Management, which are aimed at reducing the consumption of natural resources and the generation of waste and greenhouse gases (GHG).

In 2018, we restructured our Materiality Matrix. As a result of this review, we reduced to ten our material topics and present them in connection with the Sustainable Development Goals (SDGs) highlighting those that we consider potentially associated with our main activities.

We present as follows our sustainability management and strategy, our materiality, and a chapter for each topic that we define as material.

We begin the chapters by explaining why we believe that each of the topics is material. Next, we present a table with the relationship between the material topic and the GRI Standards, GRI-G4 sector disclosures, potential SDGs and their targets, and stakeholders, in addition to including a summary of the main matters addressed in each chapter.

In our business, we always place ethics ahead of results. We grow by helping people and Brazil prosper, encouraging the progress of those around us. We work to make dreams come true, to drive development and to awaken the will to do more and better.

Index

2018 Sustainability Report Ita? Unibanco 4

Sustainability Management and Governance

Our vision is to be the leading bank in sustainable performance and customer satisfaction This challenge can only be met through collaborative work, which involves our key stakeholders: employee, clients, stockholders, suppliers, and society. We determine who are our key stakeholders based on indirect inquiries conducted in our communication channels. GRI 102-40 | GRI 102-42 | GRI 102-43

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