{"type":"document","data":{"id":"6046293f-a988-4bf2-b001-c699cbb06bbd","localeString":"en-GB","publishDate":"2026-02-20T10:17:07.523+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"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. This approach is part of ING's broader commitment to reducing perceived discrimination and fostering inclusion."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"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. This approach is part of ING's broader commitment to reducing perceived discrimination and fostering inclusion. In May 2025, ING announced this ambition under the motto: “ING listens, learns and acts.” Since then, the bank has been working on structural improvements.","headerImage":{"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,"original":"https://assets.ing.com/m/3246df33342742e3/original/Large_Web-and-Screen-Overhead-view-of-a-welcome-doormat-on-the-floor-inside.jpg","extension":"jpg"},"title":"ING strengthens support for religious institutions","subtitle":"More understanding, fewer unnecessary questions"},"backLink":{"textLink":{"url":"/en/bank/make-appointment","text":"Make an appointment"}}},"flexZone":{"flexComponents":[{"componentType":"paragraph","title":"Why this focus?","richBody":{"value":"<p>Religious institutions sometimes experience ING’s questions as complex. This is due to specific characteristics such as the use of cash, foreign donations, and diverse organisational structures. Mosques and migrant churches are often registered as foundations, meaning they are not always recognised as religious institutions. These organisations also rely heavily on volunteers, making it difficult to answer standard questions. This can cause frustration or, in some cases, even account closures, something ING wants to avoid.</p>"}},{"componentType":"paragraph","title":"From promise to action","richBody":{"value":"<p>The commitment in May 2025 was clear: fewer unnecessary questions, more understanding. In the <a data-type=\"internal\" href=\"/en/bank/less-questions-more-understanding\">first update in October</a>, ING showed how processes had already been simplified. The bank is now focusing on one specific group: religious institutions. This includes building specialist expertise, improving communication, and prioritising personal contact.</p>"}},{"componentType":"paragraph","title":"Our approach: two specialist teams","richBody":{"value":"<ul><li><strong>Religious Institutions Desk</strong> (since spring 2025): 18 employees trained in the context and needs of religious institutions, providing personal support with questions such as board changes. </li><li><strong>KYC Desk Religious Institutions</strong> (since June 2025): 10 employees responsible for asking only the legally required due diligence questions. The goal: clearer, more relevant and fewer unnecessary questions.</li></ul><p>Both teams have additional authority to solve issues quickly and in a customer friendly fashion.</p>"}},{"componentType":"paragraph","title":"How it works in practice","richBody":{"value":"<p><strong>Opening an account:</strong><br />When a religious institution applies for a business account online and is recognised as such, the application is routed to the dedicated KYC Desk. Only legally required questions are asked. Once approved, the customer can immediately start using ING’s services.</p><p><strong>During the banking relationship:</strong><br />When a religious institution contacts ING via the app or phone, they are automatically identified and connected to the Religious Institutions Desk. Customer questions are handled personally, with attention to context. During customer due diligence, ING asks fewer, clearer questions and communicates transparently. Transaction monitoring remains in place to keep payments safe, with respectful communication if anything deviates.</p>"}},{"componentType":"paragraph","title":"Concrete improvements (end of 2025)","richBody":{"value":"<ul><li><strong>Better access and shorter lines of contact</strong><ul><li>Automatic identification and direct routing in app and call menu</li><li>First contact resolution increased from 89% to 96%</li></ul></li><li><strong>Clearer information</strong><ul><li>Online guide on <a href=\"http://ing.nl/wegwijzer\">ing.nl/wegwijzer</a></li></ul></li><li><strong>Improved due diligence process</strong><ul><li>28% of questions improved for clarity and relevance</li><li>37% of questions removed as unnecessary</li></ul></li><li><strong>Training and cooperation</strong><ul><li>Employees trained on the specific context of religious institutions</li><li>Better understanding of migrant churches and key periods in the Islamic calendar, such as donation peaks</li></ul></li></ul>"}}]}}}