Arval teams provide products and services to both companies and individuals, with a significant portion being employees of its corporate customers. As a key player in the mobility ecosystem, Arval encourages its suppliers and partners to actively participate in transforming mobility habits. While customers make the final decisions regarding their mobility solutions, Arval supports them with expert advice, leveraging its broad network of market players (manufacturers, after sales services suppliers, partners) to deliver services that meet their needs. Arval’s mobility offerings are founded on its commitment to ensuring the customer satisfaction and protection, whether they are companies, institutions, professionals, individuals, used car buyers or end-users such as drivers. I CUSTOMERS AND END USERS Caring for Customers & End-Users Transparent, clear and non- misleading information Arval implements a dedicated BNP Paribas policy on the Protection of the Interests of Clients (PIC) and Personal Data. Building safety -21.4% decrease of liable accident rate of fleet vs Jan 2020 Customer and end-user satisfaction 88.4% driver satisfaction score at the end of 2024 Act in a systemic & preventive way for drivers’ safety Arval relies on a range of levers to develop solutions that enhance the safety of its end- users. Arval Connect covers around 180,000 vehicles and advises on safer driving and opportunities for electrification. + See how + See how + Read More + Read More + See videos + See videos + Read More + Read More + Read More + Read More 1 (1) Percentage calculated on the basis of insurance claims of motor third party liability (MTPL) observed by Greenval, covering geographies representing 81% of the fleet leased by Arval Mobility inherently presents road risks to the end-users. The 2023 Arval Mobility Observatory study “Towards an end to crashes in 2023”, confirms that driving behaviour is the main cause of road accidents. Arval implements a number of initiatives to support and enhance good driving practices for the safety of end-users. • Technological levers Arval Connect: A telematics-based digital tool launched in 2022 covering around 180,000 vehicles with customer access to the Arval Connect service including Arval Connect subscriptions and third parties connected data vehicles at the end of 2024. It offers advice on safer driving and identifies opportunities for electrification and CO2e1 emissions reduction. Advanced driver assistance systems (ADAS): This technology, integrated into all new vehicles, includes automatic emergency braking and lane-change assistance. With an average fleet age of 25 months, Arval offers accelerated access to the latest innovations. • Training levers and other actions Training: To foster behavioural change, Arval offers its clients online road safety training. Coupled with technological levers, training can yield significant results. One Arval customer in France reduced the frequency of accidents by 60% over 10 years thanks to these training programmes. Certifications: Arval Spain and Italy obtained ISO 39001 certification, recognising their road safety management systems. (1) Carbon dioxide equivalent or CO2e means the number of metric tons of CO2 emissions with the same global warming potential as one metric ton of another greenhouse gas Act in a systemic & preventive way for drivers’ safety While striving to propose the best fit solutions, Arval is committed to the accuracy and simplicity of its products and services information, adopting a fully transparent approach. Arval deploys BNP Paribas’ robust GDPR framework to prevent and mitigate risks associated with the processing of its customers’ personal data. Protection of the Interests of Clients Arval applies BNP Paribas’ policy on the Protection of the Interests of Clients (PIC), to ensure: • Correct, honest, transparent and comprehensive information on products and services. • Clear communication on products or services characteristics, advantages, disadvantages and costs. • Supportive information throughout the product or service life cycle. • Prompt responses to customer queries. All Arval employees are provided with relevant training courses, including the mandatory “Conduct Journey” which includes a dedicated module on communicating responsibly. Personal Data Protection Arval applies BNP Paribas’ policy on personal data protection. This includes a process for identifying, qualifying and assessing the risks related to personal data processing activities impacting data subjects, including individual customers and end-users and employees. Arval governance, based on a network of Chief Data Officers (as the first line of defence) and Data Protection Officers (from the RISK function, as the second line of defence), ensures the application of the personal data protection framework. This network is supported by dedicated experts in Arval’s Legal department, who oversee the proper application of the data protection framework and its effectiveness. Mandatory training on personal data protection is in place for all employees. A data protection notice detailing the privacy policy applicable to Arval customers’ data is published on the Group website. It is available in 17 languages and includes contacts and details to enable dialogue on the topic. Transparent, clear and non-misleading information Arval deploys prevention and awareness-raising initiatives, through various channels to promote safe mobility. In 2024, its mini-series on good driving habits was published on social networks delivering a strong message aimed especially at the most impatient drivers. + View the videos + View the videos Building safety through awareness: mini-series on good driving habits 179,077 Number of vehicles with customer access to the Arval Connect service including Arval Connect subscriptions and third parties connected data vehicles in claims rate for each 10 point improvement of driving scoreArval Connect study on 180k vehicles based on accident claims involving 3rd parties vs driving score Average -17% in fuel consumption for each 10 points of improvement of Eco driving score2 Arval Connect study on 18,600 vehicles based on real fuel consumption vs eco score for an average mileage / month of 2,600 km Reducing TOC average-2% (2) 0-100 score based on data collected around acceleration manner, idling time and speed + Know more + Know more Arval Connect This digital tool collects data via boxes installed by Arval or connects to the car systems data via partnership with Manufacturers. By the end of 2024, Arval’s fleet numbered around 180,000 vehicles with customer access to the Arval Connect service1. This connection enables real-time monitoring of driving data1 (usage, energy consumption, CO2e emissions, braking, acceleration, idling). Fleet managers can access subscribed vehicles data to enhance driver safety, improve operational performance, and develop CSR policies, particularly in accident risk, and reduction of energy consumption. Drivers receive personalised tips for safer and more responsible driving. Their personal data is fully protected. Arval Connect + Infography and key figures + Infography and key figures (1) Including Arval Connect subscriptions and third parties connected data vehicles (2) Full list of collected data is included in the data protection notice available at https://www.arval.com/privacy Arval targets a fast growth of vehicles with customer access to Arval Connect service2, reaching 600,000 by the end of 2026. Arval Connect has been certified ISO 27001 - the international reference standard for information security management - since 2018. This certification demonstrates Arval’s sound management of risks related to the security of data it owns or handles. The quality of the operational services execution is key to addressing customers’ expectations. Arval closely monitors customer satisfaction through surveys, rigorous claim management and continuous improvement of the processes. Arval reinforces its commitment to service culture through a dedicated programme: • Service culture programme: This training aims to strengthen employee commitment in providing the best possible experience to the customers, colleagues, partners and suppliers. These interactive sessions put three key mindsets into practice: Listening, Engaged and Collaborative. By 2024, more than 2,000 employees had been trained. • Complaints management: Arval makes it easy to communicate complaints via various channels (website, applications, dedicated number) facilitating their collection and ensuring their analysis and resolution. The root cause analysis feeds quality improvement programmes in a twofold approach: Inner-loop: Analyses complaints and proposes rapid solutions. Outer-loop: Identifies and addresses structural problems to prevent reoccurrence. Satisfaction surveys: Arval uses Net Promoter Score (NPS) and post-event surveys (delivery, maintenance, accident, return) to gather feedback and make improvements. The driver satisfaction score stood at 88.4% at the end of 2024. Customer and end-user satisfaction