Customers and society

As a service provider, our goal is to create added value for customers through reliable, compatible, and user-friendly tools and services. We prioritise fair, clear information and solutions tailored to customer needs, focusing on service quality, transparency, and accessibility.

OTP Group also aims to support community development in line with its economic strength. Our value-driven activities engage stakeholders and promote social responsibility through financial education, attitude shaping, value creation and preservation, equal opportunities, and community building.

Focus on customers

We work to understand, serve and respond to our customers’ needs as accurately and quickly as possible. This approach and our expertise are the guarantee for the complexity that characterises our service and product range, for the convenience our customers expect and receive from us, and for the speed at which we respond to their needs despite a continuously changing market environment.

Responsible marketing communication, objective and clear information provision

We aim for honest and credible communication, informing our stakeholders about our performance, results and the impacts. This allows for comparison within OTP Group and, where possible, with competitors.

We consider the provision of fair and correct information and product recommendation a priority. We place emphasis on meeting client needs in the post-sales period as well. We only wish to offer our customers products and services that are genuinely useful for them and represent a risk appropriate to their situation, and which are also aligned with their life situation, financing needs and income. Our administrators are well trained and expected to follow the above procedure.

When designing our advertisements, as a key aspect we make the information relevant to our customers as visible as possible, and we aim to make our communication materials for our customers easy to understand, clear and informative.

We use a range of tools to help our customers receive objective information, making use of calculators, planners or short films presenting the basic features of products to help decisions.

Customer satisfaction, complaints handling

OTP Group strives to serve and satisfy its customers without error.

To reinforce customer-oriented thinking and approach, requesting feedback has become common practice for the Group. At Group level, we use the TRI*M methodology to assess customer satisfaction.

Our complaints handling system is operated carefully and with ongoing development. We draw up regular (typically bi-annual) reports on complaints and the handling thereof, which are shared with the chief executives of OTP Group member companies. At Group level, we aim to investigate complaints in less time than legally required.

Customer support

OTP Bank is conducting a segmented education campaign to inform target groups about the types of fraud that threaten them and the Bank's protection tools. Several radio spots and printed material were produced on the topic and customers were directed to an education page where they could test their knowledge.

Accessibility

With a view to customer focus, we consider it to be of utmost importance to provide our customers with a higher quality, easily accessible and convenient service, both in the online domain and at branches. We are enhancing the forms of communication and administration on an ongoing basis, in line with customer expectations. We believe that for cases that require greater care, we need to involve our staff personally to recommend the best solution.

As a fundamental principle, we aim to provide services to persons with disabilities to the same standard of quality as to the rest of our customers, in a manner tailored to their specific needs. Our priority is to make banking services as convenient, simple and comprehensively accessible as possible for our customers with reduced mobility, deaf and hard of hearing, blind and partially sighted people.

Our goal is to ensure, as far as possible, the physical accessibility of all branches;

• create a supportive and professional service environment (where branch employees are happy to help, whether it is about filling out forms, or reading out or helping to understand documents);
• give access to as many customers as possible to the simple and convenient online and mobile banking (optimised electronic services to all customers);
• apply the broadest possible spectrum of audio-supported tools (audio kit-equipped ATM network, consultant’s desks with induction loop amplifiers, accessible website).

OTP Group is continuously improving the accessibility of its infrastructure to comply with the European Accessibility Directive. Accessibility efforts are ongoing in both the physical and digital domains.

OTP Group's branches and ATMs provide significant accessibility for customers with reduced mobility. 73.18% of our branches are barrier-free.

Improving banking solutions

Our greatest strength is that we recognise the need for change and seek to respond to this necessity. For years, OTP Group has considered the development and promotion of the use of electronic banking technology as one of its key strategic objectives, through which it also helps to resolve social issues, as

• this points to a cashless future, which is more secure and transparent than holding cash,
• this helps to familiarise new generations with modern financial tools,
• this offers users more favourable bank costs,
• this provides access to developed and competitive financial services in economically backward areas as well.

Developing financial literacy

For several years, OTP Group has made it a priority to contribute to the improvement of the financial literacy of the population, in addition to providing correct information to customers and the calculators and guides available on our website.

Volunteering

Helping those in need is a priority for the OTP Group, so we are taking the opportunity to help local communities through volunteering.

At group level, more than 3200 of our colleagues volunteered in 2025.
Within the framework of the OTP Bank's volunteering programme, the OTP Local Value Programme, 33 volunteer teams supported local institutions and communities nationwide, with 529 volunteers helping 3,973 people.

Volunteers organise programmes that enable them to provide real help to the organisation or institution of their choice. Some of the most common volunteer activities include cooking and distributing food to the homeless, planting trees, building composting bins, waste collection,  renovation work, for example kitchen renovation in hospitals, nurseries and old people's homes.

Many programmes target the help of children, especially the ones in need and the mentally handicapped. For them, activities are often organised, such as handicrafts, bird feeders, financial or environmental education programmes. Colleagues often use their expertise to help, for example teaching financial planning to young mothers in need.
Charity and item donation are also common practices among colleagues, who, in addition to helping out, also collect clothes, books and kitchen utensils for members of their chosen community.

Blood donation

Blood donation is a fundamental pillar of healthcare, saving lives worldwide. At OTP Group, organizing blood donation events in our office buildings has become a tradition in several countries, allowing us to come together for a meaningful cause.

For OTP Group, corporate social responsibility is not just a phrase—it is a way of life. We believe that the strength of a community lies in unity, and blood donation is a true testament to that belief. Every year, our colleagues actively participate in this noble cause, knowing that a single blood donation can save up to three lives.

Blood donation is not only about saving lives but also about fostering a sense of community, bringing colleagues closer together—whether in Hungary, Croatia, Moldova, or Ukraine.

For OTP Bank Croatia, blood donation is not just an occasional event but an important community initiative organized by its volunteer club. Employees participate in blood donation campaigns three times a year in various cities—Zagreb, Zadar, Split, and Dubrovnik—strengthening the spirit of solidarity and support.

OTP Bank Hungary, in collaboration with the Hungarian Red Cross, organizes blood donation events throughout the year at its office buildings and corporate events.

In 2025, 1,706 employees donated blood 3,684 times, contributing to saving an estimated 11,000 lives.

OTP Bank Hungary has been a “Blood Donation-Friendly Workplace” since 2011.

Over the past 10 years, CKB has traditionally organized voluntary blood donations by its employees during the last week of September. In 2025, CKB has partnered with the Red Cross and will join their donation initiatives throughout the year.

OTP Bank Ukraine has its own blood donation tradition and has been organizing corporate donor days since 2021, hosting blood donation events for employees twice a year. These events are becoming increasingly popular, with more and more employees—both returning and first-time donors—joining each year.