ING has found that customers with a different ethnic background or nationality may have experienced discrimination in contact with the bank. This happened mainly in investigations into possible money laundering practices and financing of terrorism, according to internal research.
“Most cases of experienced discrimination occur in processes that we are required by law to carry out to keep the financial system safe,” says CEO Peter Jacobs in an interview with NU.nl. “These processes are intended to combat money laundering and the financing of terrorism, among other things.”
The ING top executive takes responsibility. “We often came to this group of people because there are an above-average number of international payments. We just aren’t sufficiently aware of cultural customs. As a result, some customers feel unfairly treated. We didn’t do that right.”
Earlier, the Ministry of Finance and De Nederlandsche Bank (DNB) already concluded that banks need to do more to combat discrimination against their customers.
Often, this discrimination relates to customer and transaction research, which banks are obliged to do because of the Money Laundering and Terrorist Financing Prevention Act (Wwft). For ING, this was reason to launch its own investigation. “We were shocked by the results. That has to change. I offer my sincere apologies for this,” says Jacobs.
Show distrust towards customers
The ING top executive emphasizes that the bank has not been transparent and clear towards this group of customers. For example, unnecessary questions were asked, while the information was already known to ING. It was also not clearly explained why some questions were asked and how this information was used.
In addition, the tone in the communication towards the customers was impersonal and distrustful. Finally, insufficient account was taken of cultural customs, such as the use of cash on religious holidays.
‘Need to improve this process’
ING is taking measures to ensure that customers do not experience discrimination in the future. This means that the number of questions asked to customers will be limited and communication and the complaints process will be improved. Furthermore, there will be adjustments in the services provided to social and religious organizations.
Jacobs says it is important that customers continue to share their experiences. “Then we will call back immediately to go through everything step by step and see what exactly went wrong. We need to improve this process and will be as transparent as possible about it.”