ABN AMRO, ING and Rabobank help people in vulnerable positions

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For the over three million people in vulnerable positions in the Netherlands – including senior citizens, the functionally illiterate and those with physical or learning disabilities – doing their banking is not always easy. As society turns increasingly digital, they’re trying to find their bearings in a world of online banking. To support them, a pilot project will be launched in three cities: anyone with questions about banking will be able to go to special, once-a-week walk-in clinics at the Rotterdam central library, at the Overvecht library in Utrecht and at the library in Deventer. The pilot is an initiative of the National Forum on the Payment System in collaboration with these libraries, ABN AMRO, ING and Rabobank. A group of retired bank employees will be ready and waiting to help those in vulnerable positions.

How do I obtain a copy of my bank statement? How do I set up a direct debit and what do I do if my partner dies? For many of the country’s vulnerable people, handling banking matters is hard, and that’s being studied by the Accessibility Working Group of the National Forum on the Payment System (Bereikbaarheid van het Maatschappelijk Overleg, or MOB in Dutch). The MOB-commissioned Accessibility Monitor conducted by De Nederlandsche Bank (DNB) in 2021 found that the vulnerable have issues adapting to the changing world of payments. Cees van Tiggelen, who serves on the Forum on behalf of several senior citizen organisations in the Netherlands, observes: “People in this group frequently lack digital skills and don’t always have a computer, tablet or smartphone. Plus, there’ll always be a group of people who’d rather not go on the internet and want to take care of their money business in the traditional way.”

Recognisable point of contact on a fixed day of the week

However, online banking offers a great many advantages and enables clients to do their banking independently at any time they wish and from the comfort of their homes. To support this particular group of people, the Forum last year drew up a plan of action with the country’s libraries, ABN AMRO, ING and Rabobank among other players. The pilot in Utrecht, Rotterdam and Deventer is a first step. Merit van Breukelen of Rotterdam’s central library explains: “Our aim is to lower the threshold for those in vulnerable positions. Libraries are typically close to home and are places many people are familiar with.”

Lynchpins: retired bank employees

The pilot project builds on from the Digital Government Information Points created two years ago across the Netherlands, including in libraries. Citizens are encouraged to visit these points for a whole range of government affairs, such as assistance with tax and benefits matters. The pilot that’s starting in October is part of a wider programme to build people’s resilience and ability to cope. Volunteers – retired employees of the high street banks – serve as lynchpins, helping people to tap into the right channel and to articulate their request for help. Where possible, these volunteers will provide information themselves, but for complex and substantive questions they’ll always refer those seeking help to certified financial experts. In addition, they will give neutral information, irrespective of which bank the person with a question is a client of.

Walk-in clinics: times and locations

Rotterdam – From Tuesday 11 October 2022, there will be a walk-in clinic at the Rotterdam central library, Hoogstraat 110, 3011 PV in Rotterdam every Tuesday between 10.00 am and 12.00 noon.

Utrecht – From Wednesday 12 October 2022, there will be a walk-in clinic at the Overvecht library, Gloriantdreef 1, 3562 KW in Utrecht every Wednesday between 10.00 am and 12.00 noon.

Deventer – From Friday 14 October 2022, there will be a walk-in clinic at Colmschate library, Flora 259, 7422 LP in Deventer, every Friday between 10.00 am and 12.00 noon.