A. Responsible Banking
Responsible Banking at Access Bank comprises of:
- Responsible Banking in Leadership - providing thought leadership
We actively engage in developing innovative business approaches to development while continually providing thought leadership to large corporations, emerging institutions, aid/donor agencies, non-governmental organizations and social businesses involved in the environmental, education and health sectors.
Advisory Services is also offered to large corporations, emerging institutions, NGOs, aid/donor agencies and social businesses involved in the sectors of Access Bank’s community focus areas i.e. education, health, arts, sports and environment. The advisory services are also extended to the Bank’s customers in Corporate and Retail Banking.
- Responsible Banking in Products - identifying new markets and promoting sustainable development in same.
Access Bank through its product offerings provides term lending and direct lending, a two-pronged solution to provide easy access to suitable financial products and services to the unbanked/underbanked, low income communities. The aim is to create equal financial opportunities and enabling financial inclusion. Gender Finance
- Sustainable Banking – As a responsible corporate organisation, we attract, manage and disburse resources obtained through partnerships with local and international agencies; and make sustainable and significant contribution to the achievement of the Millennium Development Goals (MDGs). We also provide banking services, advisory and ancillary/specialised products & services to local and international organisations, aid/donor agencies.
Access Bank recognizes that marketplace perceptions and reaction to business behaviour and practices is critical to corporate success. We therefore handle our advertising, customer service, products and services in a responsible manner.
We encourage entrepreneurship by supporting the health, growth and development of small businesses and non-profit organisations. This is done by providing technical assistance or financing for small businesses, fostering real estate development, and helping build networks and markets for entrepreneurs.
We align marketing efforts with a positive social cause and help customers understand our products and services.
We take measures to design, develop, produce and dispose of sustainable products and services and ensure its products and services provide value to society,
B. Suppliers Relations
Our suppliers play an important role in ensuring that we meet the needs of our customers and deliver world class financial services to them. Therefore we give utmost attention to the selection of suppliers, assessing ethics that governs their operations. Our commitment to ethical supplier relations is reflected in the operating standards for purchasing and the selection of suppliers.
Relationships with suppliers are based on the principle of fair and honest dealings at all times and in all ways. Our procurement activities pay attention to social impacts and human rights, environmental impacts and combating corruption. While our procurement procedures involve treating suppliers fairly, selecting vendors based on value, performance and price, providing justifiable and transparent selection decisions and ensuring confidentiality of supplier information.
C. Customer Satisfaction and Relations
In Access Bank Plc, “Customer is King”. Our sustainability agenda therefore relates to the way we engage our customers - in our vision and values, strategies, products and services, including marketing and advertising; and ethical competition.
We treat our customers fairly, so we are open and transparent. We empower them to make informed financial decisions, communicate as clearly as we can, make our products easy to understand and strive to offer helpful, professional service.
Access Bank Plc is the 1st Nigerian financial institution to establish a Customer Ombudsman Unit which has the sole responsibility for facilitating timely resolution of all customer complaints while ensuring confidentiality.
The Ombudsman function sets out principles covering transparent complaints channels, efficient complaints resolution, and identifying and resolving root causes of complaints. The complaints management information system provides a global approach to complaints tracking and allows monitoring and reporting of data.
The Ombudsman also ensures that members of staff of the Bank treat the customers as king and it aligns with global best practice and dictates of modern business operations as outlined in ISO 9000 to 9003 standards.