{"type":"document","data":{"contentType":"onecms:productPage","flexPageMetadata":{"afmBanner":false,"description":"Some customers feel discriminated against by us. And that really hit home with us. Because we absolutely do not want that. \r\nWith us, everyone is equal. But some customers sometimes experience it differently. That is why extra steps have been taken to combat experienced discrimination.  We are not there yet, we are learning every day. But we promise to do better. Step by step.","robotInstruction":{"noFollow":false,"noIndex":false}},"flexZone":{"flexComponents":[{"cards":[{"body":"In May 2025, we apologised and presented an action plan. Today, one year on, we are seeing that changes in how we communicate, personal contact and the speed of the processes have made a huge difference for our customers.","cardSize":"medium","cardType":"article","componentType":"articleCard","date":"2026-07-10","link":{"url":"/en/bank/one-year-after-apology-for-experienced-discrimination"},"title":"Fewer questions and less frustration: One year after apology for experienced discrimination"},{"body":"ING is taking concrete steps to improve its interactions with religious institutions. By setting up specialist teams, clarifying communication and simplifying processes, ING aims to deliver more understanding and fewer questions.","cardSize":"medium","cardType":"article","componentType":"articleCard","date":"2026-02-03","link":{"url":"/en/bank/ing-strengthens-support-for-religious-institutions"},"title":"ING strengthens support for religious institutions"},{"body":"ING Netherlands shares in an open letter to its customers how it takes responsibility to prevent perceived discrimination. ING is responding to 2024 reports from the Ministry of Finance and De Nederlandsche Bank.","cardSize":"medium","cardType":"article","componentType":"articleCard","date":"2025-05-27","link":{"url":"/en/bank/open-letter"},"title":"What ING is doing to prevent discrimination"},{"body":"In May 2025, we issued an open letter with our apologies and outlined specific actions we are taking to combat discrimination. These actions focus on improving communication and processes and on continuously listening to customers to better understand their experiences. We also committed to be transparent about our progress.","cardSize":"medium","cardType":"article","componentType":"articleCard","date":"2025-10-07","link":{"url":"/en/bank/less-questions-more-understanding"},"title":"Less questions. More understanding."}],"componentType":"cards"}]},"hasMacro":false,"id":"7604d40c-87a1-4225-9e72-b1a9620f77a1","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Make an appointment","url":"/en/bank/make-appointment"}},"componentType":"productHeader","coreHeader":{"body":"Some customers feel discriminated against by us. And that really hit home with us. Because we absolutely do not want that. \r\nWith us, everyone is equal. But some customers sometimes experience it differently. That is why extra steps have been taken to combat experienced discrimination. \r\nWe are not there yet, we are learning every day. But we promise to do better. Step by step.","headerImage":{"extension":"jpg","original":"https://assets.ing.com/m/3246df33342742e3/original/Large_Web-and-Screen-Overhead-view-of-a-welcome-doormat-on-the-floor-inside.jpg","transformBaseUrl":"https://assets.ing.com/transform/fd17bb11-c58b-472c-a4f7-40acfd1421ee/Large_Web-and-Screen-Overhead-view-of-a-welcome-doormat-on-the-floor-inside","type":"image","width":1920},"title":"Experienced discrimination: no room for it"}},"publishDate":"2026-08-13T08:50:06.303+02:00"}}