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  3. Our approach
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Our approach

Good governance
The current corporate governance policy contains the general principles that underpin the specific corporate policies and internal procedure rules regarding corporate governance. Together, these policies and rules form Bankinter Group´s internal corporate governance framework and are mandatory for all group entities as well as their respective governing bodies.
Furthermore, it contains the principles that define the corporate structure of Bankinter Group as well as the core rules of its internal operations, based on and for the implementation of current regulations and the best corporate governance practices.
Sustainable practices
  • - To prevent money laundering and terrorism financing, Bankinter has computerised tools and provides its staff with training in these matters, building a culture of regulatory compliance that characterises the bank.
  • - Bankinter has demonstrated its zero tolerance for crime, as it has taken all necessary measures to convey this position as well as the obligation to prevent, detect and repress crime to all structural levels of the bank.
    The crime prevention and professional ethics committee is the body charged with supervising the implementation and enforcement of the prevention model.
    Bankinter has a code of professional ethics in place for Bankinter Group employees. It has also defined a special code of ethics for the bank´s network agents.
    There is a confidential whistleblowing channel to disclose wrongful conduct to this committee.
  • - The bank also has made its tax policy public. This policy covers the tax-related objectives, principles and good practices that comprise the tax strategy of Bankinter and its group.
Customer-centred services
Quality has always been an essential asset in Bankinter´s culture. Quality management involves measuring, assessing and improving the bank?s services on two levels:
  • - Customer satisfaction: the quality of personal (in-person and telephone banking) and digital (web and apps) assistance channels are subject to systematic evaluations.
  • - Quality of internal processes: branch employees´ opinions are analysed in order to check that their relationship with central services is functional. The related surveys view employees as internal customers.
The commercial communication policy sets out general action principles that Bankinter must follow in regard to its commercial communications about banking and investment service products.
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