Putting responsible behaviour at the heart of our culture is a key part of how we’re driving KBC into the future. We want to help rebuild trust in banking by making sure our own behaviour is driven by the interests of our customers. A Behaviour & Culture plan approved by the Board covers the 3 key dimensions of Customer, Colleagues and Community. Our employees, ‘Team Blue’, are empowered to speak up and are rewarded for sharing their ideas and taking initiative. This translates into a better experience for our customers.

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Here are a few examples of how Responsible Behaviour is working in action…

Responsible Behaviour Compass 
The compass has been cascaded through every team with practical tools to help employees think about the best customer outcomes when making decisions. 

Dedicated Team
We have a team whose entire focus is helping customers with financial concerns or questions as a result of Covid-19.

6,900 Payment Breaks
6,900 payment breaks given on mortgages and loans for personal and SME customers who’ve been impacted by Covid-19. 

Care Calls
To support our vulnerable customers, we completed ‘care calls’ to over 5,000 cocooning customers.

Designated opening hours

To protect our vulnerable customers, our hubs introduced designated opening hours.

Free contactless payments

As contactless payments are safer than handling cash during the pandemic, we made our contactless payments free of charge for personal current accounts. 


Increase in contactless limit

To help keep people safe, we also increased the contactless limit from €30 to €50 on physical cards to reduce the number of cash transactions.