Dialogue with stakeholders is a core element of Arval’s social and environmental responsibility. Arval is committed to maintaining an open and constructive dialogue with its stakeholders to better identify and understand their interests, perspectives and expectations, as well as the impact of its activities. This information informs the development of Arval’s offerings and overall strategy. Placing care for Arval’s customers and end users at the heart of stakeholder dialogue, Arval implements policies and processes that safeguard its social values in every interaction. The company is committed to continuous improvement by systematically collecting feedback and taking targeted follow-up actions. Arval places its employees at the heart of its strategy. Arval uses targeted surveys, social dialogue, employee networks, and a dedicated human resource platform 1 to listen to and engage with staff. Partnerships with mobility players are a key accelerator in the adoption of sustainable end-user mobility behaviours. Through careful selection of strategic partners, Arval facilitates the transition by offering combined solutions and tools that make it easier to use low-carbon vehicles and alternative transport options. Careful selection of suppliers and garages is key to ensuring efficient management of all vehicle events throughout the leasing period, while also introducing practices that reduce emissions and pollution, and minimising raw material consumption. Arval makes no compromise on driver safety during these operations. Arval implements a structured approach for stakeholder interaction, guided by policies that govern its relationships to ensure a consistent, responsible approach in all interactions. Fostering Arval’s positive sphere of influence I ARVAL’s stakeholders + BNP Paribas Align with the BNP Paribas Group’s sustainability strategy +BNP Paribas Align with the BNP Paribas Group’s sustainability strategy + Suppliers & Manufacturers Contribute to sustainability efforts with their practices + Suppliers & Manufacturers Contribute to sustainability efforts with their practices + Employees Provide meaning and opportunities to contribute to sustainability efforts, adapt their skills and embrace company’s culture +Employees Provide meaning and opportunities to contribute to sustainability efforts, adapt their skills and embrace company’s culture + Customers & End-users Advise the customers towards low-carbon mobility and safe behaviours while ensuring high quality services + Customers & End-users Advise the customers towards low-carbon mobility and safe behaviours while ensuring high quality services + Other external Stakeholders Promote sustainability in interactions + Other external Stakeholders Promote sustainability in interactions Investors Search for impact with companies integrating ESG criteria in their strategy + Partners Co-create innovative sustainable mobility services and encourage sustainable practices +Partners Co-create innovative sustainable mobility services and encourage sustainable practices (1) The About Me HR interface facilitates career management, continuous feedback and personal development and is deployed to 100% of employees Our ecosystem Arval employees Provide meaningful opportunities to contribute to sustainability efforts, adapt their skills and embrace company’s culture. Interaction • Human Resources conduct regular surveys to address quality of life at work. Arval maintains a dynamic social dialogue with social partners, in line with agreements signed by BNP Paribas, including a worldwide agreement with UNI Global Union (the Global Union Federation for service companies) to reinforce the rights of employees across the globe. The BNP Paribas Code of Conduct, which applies to Arval, guarantees an ethical whistleblowing process, ensuring confidentiality and protection for whistleblowers. • Professional networks at Arval provide support on a range of topics, including professional equality, parenthood and disability. • The About Me HR interface platform, available to all employees, supports career management, continuous feedback and personal development. BNP Paribas Group Align with BNP Paribas Group’s sustainability strategy. Interaction • Through hierarchical and functional reporting lines, Arval maintains daily communication with designated contacts within the Group. From setting sustainability business strategy and objectives to operational implementation within each function, a comprehensive framework of policies, procedures, methodologies and tools are in place. This structure promotes BNP Paribas’s values, ensures adherence to governance standards, harmonises practices, and supports its shared ambitions. • Vertical satisfaction surveys enable Arval and the BNP Paribas Group to gather employee feedback on the framework and tools, supporting continuous improvements in their effectiveness. • Arval’s knowledge base, including a Network of Experts in Sustainability Transitions (NEST) and the Sustainability Academy training courses, is continuously updated and expanded. This ensures that all functions and sustainability issues are progressively covered, supporting the development of sustainability expertise and culture across BNP Paribas Group entities. Suppliers & manufacturers Contribute to sustainability efforts with their practices. Interaction BNP Paribas Group and Arval have integrated sustainability criteria into their purchasing strategies since 2015. In 2021, Procurement & Performance (P&P) began enhancing its engagement with suppliers to promote fair and responsible business practices, including: • Consultations and exchanges to better understand the market, refine purchasing strategies, and integrate social and environmental requirements. • Regular business reviews with suppliers to assess and improve collaboration. • Maintaining a minimum of 20% of expenditure with SMEs. • Promoting inclusive purchasing practices. • Integrating sustainable requirements into calls for tenders. Customers Whether it’s individuals, professionals, companies or institutions, Arval supports and advises all stakeholders in adopting low-carbon mobility and safe behaviours. Interaction • Arval measures customer satisfaction and recommendation rates using Net Promoter Score (NPS). Arval is committed to handling complaints with the greatest care and actively identifies sources of dissatisfaction across all channels including social media. Customer feedback is collected from various channels and considered in the development of products and services, as well as in the improvement of company processes. • For medium and large corporate customers, Arval assigns dedicated account teams, each responsible for a portfolio of clients. This customer centric organisational model enables a more tailored response to client needs and enhances the quality of delivered service. End-users Driver protection and ensuring high-quality services are central to Arval’s strategy, whether for private individuals, professionals, corporates employees using mobility solutions, or drivers of vehicles that are sold in the used car market Interaction End-user drivers of vehicles leased by Arval may interact with Arval via: • Satisfaction surveys, which are regularly sent by e-mail and collect the drivers’ views, needs or complaints. The questions in these surveys relate to service quality, relationship management, online solutions, contract termination, and complaint management. • Drivers can share feedback or raise complaints 7 days a week, 24 hours a day, supporting Arval’s continuous improvement. Partners Co-create innovative sustainable mobility services and encourage sustainable practices. Interaction Arval interacts with a wide range of partners to co-create solutions that help customers transition to sustainable mobility. These partnerships span the automotive and energy sectors, vehicle charging, the alternative mobility means. Adopting a ”test & learn” approach, such as with smart charging initiatives, Arval works with partners to deliver low-carbon transport solutions to specific customers segments, for example, last mile delivery. The company also aims to encourage behavioural change through initiatives like the mobility pass, and leverages connected data to support decision making. Other external stakeholders Promote sustainability in interactions. Interaction Arval targets constructive dialogue with regulatory bodies, public authorities, civil society organisations, and trade associations. The company shares the needs and challenges of its customers with these stakeholders and actively consider their feedback when setting targets and defining targets and initiatives. This collaborative approach helps build shared views on how to progress towards meaningful impact.