Fair customer relations
As a service provider, our goal is to create added value for our customers, be it the availability, compatibility or the simple and safe usability of our tools, products or sales channels. We consider it to be of utmost importance that our customers receive fair and easy-to-understand information, and that they receive services tailored to their needs. Our responsible service delivery and operations are realised in the following key areas: service quality development, transparency, accessibility.
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 thereof. 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 - complemented by the NPS and the SQM methodologies for some of our member companies.
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.
Accessible and innovative banking services
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. In Hungary, all branches (except for one monumental branch) are barrier-free, while in other countries more than 75% of branches are accessible. In 2024, OTP Bank has installed a guide rail in 151 branches, sign-interpreting tablets in 171 branches and induction loops in all branches. More than 100 accessible ATMs were installed.
OTP Bank and its Hungarian subsidiaries with retail websites have designed and developed their websites in accordance with the WCAG 2.1 "A" (and in some cases "AA") level recommendations, thus supporting navigation with alternative devices and the use of reader software.
OTP Bank’s Accessibility Programme
Improving banking solutionsOur greatest strength is that we recognise the need for change and seek to respond to this necessity. As an integral part of OTP Bank, we have set up an internal innovation centre: OTP LAB works on the banking products and services of the future, acting as a catalyst to ensure a toolbox for innovation processes.
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.
Ethical business conduct
OTP Group has always been at the forefront in terms of fair operation and compliance with legal and regulatory requirements and standards. It is our belief that, in addition to complying with legal provisions, the practice of ethical operation contributes significantly to the bank’s competitiveness and its domestic and international reputation. We place emphasis on protecting customer interests and on transparent operation. We give priority to maintaining the stability of the Group and to providing services that are secure for our customers in all aspects.
The principles of ethical business conduct and the requirements to be enforced are set out in our Code of Ethics.
- We operate a whistleblowing hotline for reporting ethical and legal violations. The hotlines are available in the official language of the country in all our countries of operation.
- The Code of Ethics expects, among other things, fair business conduct, freedom from corruption, avoidance of conflicts of interest, non-discrimination, maximum respect for human rights and a safe and healthy working environment. We apply the Code’s requirements throughout the entire process of product development and service provision. At Group level, all employees, officers and a group of trustees are required to declare their acceptance of the Code of Ethics.
- Our commitment to lawful operation is set out in our Compliance Strategy and Policy, which is binding for all members of the Group.
- The Legal and Compliance organisation is involved in reviewing internal policies, product development, marketing communication tools; and has an important role in raising compliance awareness among staff.