How we run our bank
Before anything else, we are a bank. We know that our first priority is to be a dependable financial partner to our customers and to support economic development – by providing finance, protecting savings, employing people and paying taxes. But we have a choice of how to run our bank.
Building on trust
We choose to trust colleagues throughout the Bank to take better decisions than any hierarchy could hope for. We cooperate openly and respect each other's diverse contributions towards a common goal and culture. By being a dependable and responsible bank, we aim to develop relationships with all stakeholders based on mutual trust.
A sustainable business
We choose to take a long-term view, with the interests of our customers and communities in focus. Being decentralised means we can get involved without having to ask permission first.
Our sustainable products help customers make choices in line with their principles. And at local, national and international level, we support initiatives aimed at improving the world for current and future generations.
Putting the customer first
We know we will only succeed in the long run by having highly satisfied customers. Our role is to support them financially, helping their families and businesses to thrive.
We do this by being close to our customers, by seeing them as individuals, and by focusing on their needs rather than our own. Having sales campaigns, product targets or bonus incentives wouldn't help us put our customers' needs first, so we don't have them.
Over time, this approach leads to a high level of customer satisfaction, loyalty and recommendation. This is how we build our business.