Sustainability Report 2025
| Appendix 1 | Governance
99
Client experience
Name
Description
Client Complaints
Handling
Outlines the principles and minimum standards for client complaints in Global Wealth Management and Personal & Corporate Banking. Handling
client complaints is not only a regulatory obligation, but also services as an early warning indicator for issues with a service or product.
The owner of this policy is Global Wealth Management.
Asset Management
Complaints Management
Policy
Sets out principles for the handling of client and / or investor complaints that Asset Management expects its employees to adhere to. Client and / or
investor complaints are an important source of information on Asset Management’s products and services. The
policy, which applies to all Asset
Management employees, articulates the requirements to identify, record, investigate and respond promptly to complaints and outlines standard
principles for recording, processing and reporting Asset Management complaints.
The owner of this policy is Group Compliance and Operational Risk Control.
Investment Bank & Non-
core and Legacy Policy on
Sets out principles for managing Investment Bank client complaints so they can be captured consistently and are therefore reportable to
management and to regulators, if applicable. It applies to all UBS Investment Banking and Investment Banking-aligned employees, including
Non-
Core and Legacy employees, consultants and temporary employees interacting with clients and prospective clients on UBS products or services.
The owner of this policy is Group Compliance and Operational Risk Control.
Cyber and Information Security
Name
Description
Cyber & Information
Defines the Cyber & Information Security mandate across UBS and sets the firm-wide baseline requirements necessary for safeguarding information
The owner of this policy is Group Chief Information Security Officer.
GenAI Cyber and
Information Security
Guideline
Documents the firm-wide Generative AI (GenAI) Security Framework,
including control requirements to mitigate cyber and information security risks
associated with the adoption of GenAI solutions. It provides detailed implementation guidance and covers GenAI applications operated in-house or
within third-party solutions.
The owner of this policy is Group Chief Information Security Officer.
Employees
Name
Description
Employee Assistance
and Care Program
Provides confidential individual support to permanent UBS employees (and where applicable to household and / or family members) with personal
or work-related issues that may affect their well-being.
The owner of this policy is Group Human Resources and Corporate Services.
Provides information on the policies, practices, procedures and benefits applicable to a specific location or country.
Where applicable, employee
handbooks (along with a contract / offer letter and, if applicable, personnel regulations) are the principal sources of information on the terms and
conditions of employment and applicable HR programs, policies and procedures. Subject to local legal requirements, failure
to comply with any of
the requirements of the relevant employee handbook may result in disciplinary action, up to and including dismissal.
The owner of the handbooks is Group Human Resources and Corporate Services.
Employee Incidents
Policy
Sets out the principles for assessing breaches of UBS policies in a consistent manner. All UBS persons as defined by the policy are expected to
comply. All UBS policies are in scope, unless defined by the respective Chief Operating Officer as out of scope and approved by the Group Chief
Compliance and Operational Risk Control Office, Employee Incidents team. The scope of UBS policies will be applied to the Credit Suisse policies
that have not yet been integrated.
The owner of this policy is Group Compliance and Operational Risk Control.
Employment of Staff
within UBS
Applicable to all UBS employees, this policy establishes minimum hiring and employment standards and provides fair,
consistent and transparent
treatment of employees, while taking account of local legal and market practice requirements and shareholder interests.
Where applicable, the
policy is supplemented by Employee Handbooks providing local information and clarification. Breaches may be dealt with in line with
the Employee Incidents Policy and could result in disciplinary action, including dismissal, in serious cases.
The owner of this policy is Group Human Resources and Corporate Services.
UBS Global Block Leave
Policy
Applicable to all UBS employees and UBS external staff as required by their role or legislative requirements, this policy ensures that all employees
are aware of their block leave requirements to mitigate fraud risk and to meet local legislative requirements.
The owner of this policy is Group Human Resources and Corporate Services.
Global Staff Vetting
Policy
Defines the global minimum standards for background checks to be undertaken during onboarding for all members of staff and provides
requirements for periodic re-vetting of existing staff. These global mandatory standards guarantee a globally consistent vetting approach for UBS
staff. Non-compliance may have a negative impact on legal, regulatory, financial or reputational risks.
The policy outlines who (UBS third-party
vetting vendors, suppliers) is accountable for conducting the checks. HR and other functions are engaged, as needed, to ensure any adverse
findings or policy changes are within UBS’s risk appetite.
The owner of this policy is Group Human Resources and Corporate Services.
Group Investigations
Sets out the framework for the conduct and governance of all internal investigations of actual, alleged or suspected breaches of law, regulation or
policy involving UBS and / or its employees.
The owner of this policy is Group Compliance and Operational Risk Control.
Group Physical Security
Defines the physical security governance structures, principles and high-level measures that ensure UBS people, information, infrastructure,
valuable assets and business operations are effectively protected from physical security threats that may otherwise cause loss, damage or harm.
Failure to effectively mitigate the risks posed by security threats could impact clients and staff, constitute a breach of laws or regulations and
negatively affect the firm’s reputation, brand or financials. Breaches of policy may be dealt with in line with the Employee Incidents Policy
and
could result in disciplinary action, including dismissal.
The owner of this policy is Group Compliance and Operational Risk Control.