Significant progress towards accessible banking for consumers

On 27 May 2025, the Accessible Banking program presented its joint “Action Plan for Intensifying Accessible Banking in 2025 and Beyond” (in Dutch) at the National Forum on the Payment System (MOB). The Forum is confident that the additional efforts will have a positive impact on the accessibility of banking and payment services. The action plan focuses on improving the accessibility of banking and payment services and was developed in collaboration with banks, interest groups, Geldmaat, Digital Society Alliance, the Dutch Banking Association, and the Dutch Payments Association.

Based on all experiences to date and a joint analysis of the required additional effort, the approach stands on three pillars:

1. Individual approach by banks and Geldmaat
2. Additional joint approach
3. Continuous improvement through effectiveness assessments

The action plan details the measures that ABN AMRO, ING, Rabobank, de Volksbank, and Geldmaat will take jointly ánd individually. It also covers cooperation with interest groups representing vulnerable groups and other social organizations.

The report in brief

Commitment to Accessible Banking

Banks and Geldmaat commit to secure and accessible basic banking services and easy contact with banks. They aim to make banking as easy as possible and offer various ways to use their banking services. They are available for both customers and their helpers, all the time. Each bank and Geldmaat has its own approach, according to its brand values.

There is no single solution for customers who find banking difficult, partly because it involves more than just banking. Everything in society is becoming increasingly digital. That is why the banks and Geldmaat jointly collaborate with social organizations. They truly take plenty of time for improvements.

Working together, at least until 2030

ABN AMRO, ING, Rabobank, de Volksbank, and Geldmaat will work together with interest groups for vulnerable people until at least 2030. More social organizations will join this collaboration. Together, they look at what really helps people, they organize banking courses, and make sure people know the phone numbers they can call for help.

Many questions are often not just about banking, but about something they want or need to do, such as traveling by train, applying for benefits, or using a phone. These are examples of situations where people need more help than just for paying bills. It’s reassuring that someone can help with everything and knows where to go next if you need more help. The action plan also aims for helpers to find other helpers nearby. This ensures that people can be helped effectively.

Help Nearby

The help nearby is called ‘Hulp Dichtbij’ in Dutch. The Accessible Banking program continues with more people and in more places nationwide, on behalf of the banks and Geldmaat and — very importantly — on behalf of interest groups and other organizations.

The activities that were successful in 2024 will continue. We organize meetings, support helpers, and provide detailed information about the assitance offered by the banks and Geldmaat individually. We raise awareness about ‘Hulp Dichtbij‘ through advertisements in national and regional magazines, amongst others.

During ‘Digital Inclusion Week’ in November, there will be ‘Bank Information Days’ that we will widely announce.

‘Hulp Dichtbij‘ should be fully rolled out by 2030, at which point it can go forward independently. Through this long lasting broad collaboration, everyone can find help nearby.