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How ING supports you

The Covid-19 pandemic has had an immense impact on millions of people around the globe. It’s also impacted governments, economies, supply chains and jobs, turning people’s lives and their livelihoods upside down.

At ING, we’ve supported our customers, employees and our communities throughout this crisis and we continue to do so.

Across our business, we’re empowering customers to remain in charge of their banking and their finances. We’ve equipped employees for a hybrid way of working in which flexibility is central, and we’re helping communities to recover and rebuild.

Making banking safer and easier

One of the positive impacts of the pandemic was how it accelerated online and mobile banking. The last thing you want to worry about in a crisis is your daily banking. Therefore, we made sure you had uninterrupted access to our call centres, online banking and ATMs through our digital channels, and made it easier to make contactless payments and arrange your finances from the comfort of your own home.

For customers who prefer to visit us in person, we strive to maintain the highest health and safety standards in our offices and branches.

For those who worried about being able to pay back their mortgage, loan, or credit card, ING introduced a raft of measures to alleviate these concerns, including loan relief (payment holidays) and national debt-relief schemes. We also proactively reached out to support our business clients with tailored solutions for their specific circumstances.

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Responding to our communities

ING's empowering purpose also extends into our local communities. Our support ranges from donations and fundraising, to community outreach and debt relief and budgeting advice for those in financial difficulty.

The pandemic exposed and deepened existing inequalities in many communities. To help vulnerable communities build back better ING supports projects in areas such as financial health, sustainable employment and digital skills. At the start of the outbreak in early 2020 we also provided initial disaster relief in various ING countries and we partnered with UNICEF to raise funds for critical medical and hygiene supplies for children and vulnerable groups, contributing more than €2 million to this global appeal.

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Preparing for a hybrid way of working

Our employees are at the heart of our business and we rely on them to continue supporting our customers at a time when they need us most. We care about and feel responsible for the wellbeing of our people, the majority of whom have worked from home for months now, sometimes under challenging circumstances.

To ensure they remain engaged and are fully equipped to do their jobs remotely, we’ve provided tools and guidance for remote working and helped them create an optimal work environment. We’ve also adapted to new ways of working and collaborating. As corona restrictions start to ease in many countries, we are cautiously allowing colleagues to return to the office in a hybrid mode that combines the advantages of working from home on several days of the week with those of working from the office for the rest of the time. We’re taking a step-by-step approach that provides a degree of flexibility for local implementation and respects local health and safety guidelines and labour laws.

We keep a close eye on developments and make sure we follow the highest health and safety standards in our workplaces. This includes restricting business travel to high-risk countries when necessary, maintaining social distancing and limiting the number of people in meeting rooms and common areas.

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