view and understand how our offers will work in practice, including the risks, controls, and monitoring associated with end-to-end execution, including fulfillment and servicing. We regularly review marketing offers and credit decisions and investigate the root causes of customer complaints and continue to review and enhance our processes and controls related to our sales practices and business conduct generally. Fair lending and financing: We have a global compliance program that includes governance processes, board reporting, monitoring, testing, and analytics. This includes risk assessments on fair lending and consumer practices. To strengthen accountability, we conduct regular colleague trainings on compliance with applicable laws and regulations, such as Equal Credit Opportunity Act and Unfair, Deceptive, or Abusive Acts or Practices in the United States. We work with clients on debt repayment through a variety of financial relief options, from temporarily lowered annual percentage rates to waived fees. We may also refer Card Members to nonprofit credit counseling services as needed. Learn more about our data protection, privacy, and responsible lending practices in the Our ESG Governance and Operating Responsibly section. Leading customer support and services Our efforts to build financial confidence are also reflective of our company vision to provide the world’s best customer service every day. We back our offerings with a service network of colleagues and partner Customer Care Professionals and Travel Counselors around the world. Our customer service network is also powered by colleagues and partners who work in support areas such as digital tools, learning, capabilities, fulfillment, and analytics. Responsible sales and marketing: Our marketing programs are subjected to multiple layers of review across business units that are designed to make our offers clear, simple, and easy to understand. We strive to consider all reasonable interpretations from a customer’s or prospect’s point of • Ranked #1 in J.D. Power 2021 US Credit Card Satisfaction Study for 11th time in the last 15 years • Ranked #1 for our mobile app and website in the J.D. Power 2021 US Online & Mobile App Credit Card Satisfaction Studies RANKED # 1 INTRODUCTION PROMOTING DE&I ADVANCING CLIMATE SOLUTIONS BUILDING FINANCIAL CONFIDENCE OUR ESG GOVERNANCE & OPERATING RESPONSIBLY SUPPORTING DATA OUR COMMITMENT TO ESG 68