{"type":"document","data":{"id":"d7602585-d511-43e7-84d2-084089821c6c","localeString":"en-GB","publishDate":"2026-02-26T14:29:12.264+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"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."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"No one should experience discrimination when interacting with the bank. Yet at ING, we have received signals that our letters, questions, and processes were sometimes causing just that. Especially in procedures aimed at keeping the financial system safe, such as preventing money laundering and the financing of terrorism.","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":"Less questions. More understanding."},"backLink":{"textLink":{"url":"/en/bank/make-appointment","text":"Make an appointment"}}},"flexZone":{"flexComponents":[{"componentType":"paragraph","richBody":{"value":"<p>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.</p><p>Today, we’re sharing some interim results.</p><p><strong>Fewer questions, more clarity</strong></p><p>By making better use of existing information and improving collaboration between departments:</p><ul><li>The number of customer investigations handled automatically has increased by 42%. In these cases, customers no longer need to answer any questions.</li><li>In investigations where additional information is needed, the number of requests to customers has decreased by 52%.</li></ul><p><strong>Communication with more empathy</strong></p><p>We explain what we do more clearly and in a more personal way:</p><ul><li>Every letter has been revised and improved using customer feedback. Complaints about the tone of our letters have dropped by 95%.</li><li>We now reach out by phone more often when we have questions. Personal contact leads to more understanding and less frustration.</li><li>Complaints about discrimination are now followed up by phone. This has led to an increase in customer satisfaction from 2.5 to 4.2 (on a scale of 1 to 5).</li></ul><p><strong>Continuing to learn and improve</strong></p><p>These results are encouraging, but there is still work to be done. Improving communication and processes is an ongoing effort. Every day we take steps forward, with humility and a willingness to learn. We continue to listen to customers, social organizations, and experts. And we continue to share what we learn.</p>"},"video":{"type":"video","originalUrl":"https://assets.ing.com/m/eabcd4f4acb5ba5/original/ING-anti-discrimination-video-16x9.mp4","videoPreviewURLs":["https://assets.ing.com/asset/9b4aa101-0ffa-41ac-a927-1a762577e3da/mp4/ING-anti-discrimination-video-16x9.mp4"],"thumbnails":{"mini":"https://assets.ing.com/m/eabcd4f4acb5ba5/mini-ING-anti-discrimination-video-16x9.jpg","webimage":"https://assets.ing.com/m/eabcd4f4acb5ba5/webimage-ING-anti-discrimination-video-16x9.jpg","thul":"https://assets.ing.com/m/eabcd4f4acb5ba5/thul-ING-anti-discrimination-video-16x9.jpg"},"extension":["mp4"]}}]}}}