Customer Care
ING supports 85 million customers around the globe – private individuals, companies, institutions and governments – to manage their financial future. We do this by putting our customers first, developing long-term relationships and providing products and services that are competitive and easy to understand. We are committed to treating our customers fairly and being responsive to their needs.
That is why:
- We want to make sure that our customers are offered the right products and services.
- We want to reduce complexity and provide clear and transparent information and easy access.
- We handle information with care and respect customer privacy.
- We invest in building and improving the financial capability of our customers by providing them with various financial education tools.
The right products and services
From the time a product idea is born to the end of its life, ING has a wide range of obligations. We need to adhere to consumer protection regulations during each customer contact.
ING must preserve the trust of its stakeholders by selling the right products to the right customer – with the right return for the customer, distributor and ING. To help achieve this, we follow a structured approach to developing and maintaining our product offerings.
Changes in market circumstances and our strategy to make ING easier to work with drive us to better understand who we are selling to, and how we can best match our products to our customers’ changing needs.
Clear and transparent information
We attach great importance to open and straightforward communications with all stakeholders.
That is why we aim to provide clarity in the prices and conditions of our products and services, using clear language that is understandable to customers. In our marketing and sales activities we strive to be fair, clear and not misleading. And we aim to give our customers the right information and insight to make their own decisions.
ING employees can find more information on the Easier intranet portal (intranet access required).
Easy Access
We recognise that access to basic financial services is essential for citizens. Through financial services consumers are economically and socially integrated into society. That is why we want to offer financial services that are easy to access for all segments of the population, without differentiation or exclusion.
We also believe that tailoring our products and services to specific customer needs will not only increase our overall accessibility but will also help us improve our service level.
ING started several initiatives to increase accessibility for disadvantaged and underserved groups in society. Many of ING’s retail businesses provide for basic bank accounts and offer special products for underserved groups.
Examples
- ING in the Netherlands and Belgium offers (especially Polish and Romanian) migrant workers basic ING accounts at standard terms, but with additional language support.
- ING Vysya Bank in India reaches out to the ‘unbanked’ rural Indians and offers them inclusion to the formal banking sector through biometric card technology.
- At ING we are actively involved in microfinance. Read more
Privacy
ING employees are expected to handle information with care. In particular, the security and confidentiality of all information – including customers’ personal information – must be safeguarded. Protecting the personal information of our customers is vital to being a trusted organisation. Customer privacy policies have been implemented within our business units world wide.
