2012 Annual Report - Ixe

Notas a los Estados Financieros
Grupo Financiero Banorte
During 2012, 56 complaints caused by discrimination or
harassment were presented in the system of anonymous
complaints, Ethicspoint (6) , which is available for all the subsidiaries
of the Group.
Grupo Financiero Banorte has diverse control and prevention
structures and mechanisms (7) in place at its different entities to
ensure compliance with legislation that regulates its operations,
both with regard to its financial activities and other regulations,
such as the regularization of property tax on buildings allocated
to some of its companies derived from the recovery of loan
guarantees. By law, and in order to prevent such aforementioned
situations, our staff complies with anti-money laundering and
operating risk training courses; in 2012 we achieved 100% and
97% of our public goal, respectively.
As part of our continuous improvement process, a reengineering
process took place during the year at Banco Mercantil del
Norte, GFNorte’s main subsidiary, consisting of a control card for
monitoring each fine that is paid (8) , which includes an analysis
of the process involved in determining the origin of errors, and
if appropriate, determining the corrective actions that should
be implemented to address them.
It should be noted that in 2012 Banorte-Ixe did not receive any
complaint with respect to data loss or privacy of information
in relation to our customers. This is due to our adherence to
Article 117 of the Law on Credit Institutions, which states that
information and documentation related to operations and
services is confidential. Added to this, we have an internal
process of personal data protection to further ensure the
confidentiality of customer information.
INICIATIVES
Premio Ingenio (Innovation Awards)
As part of our commitment to driving personal and professional
development, at Grupo Financiero Banorte we focus on creating
a culture of constant innovation by fostering and recognizing
the continuous generation of cutting-edge ideas that position
us as an institution that is constantly renewing.
PREMIO INGENIO 2012
(6)This system is given by NAVEX GLOBAL (www.navexglobal.com/company), an American company based in Oregon, USA and in GFNorte, Ethicspoint began in 3Q07.
(7) GFNorte difuses the characteristics of its products and serices through diverse media the Group manages with customers in accordance with the Law on Transparency applicable to Mexican regulations.
(8) Neither the number nor the amount of 2012 fines and payments represent even one thousandth of total revenues or transactions conducted during the normal course of business.
48