POLITICS & INSTITUTIONS - ECONOMY

ING Luxembourg ends visits without rdv for 12 branches



Four of the networks 16 branches will remain accessible without appointment, including the bank's headquarters, located at Place de la Gare in Luxembourg Matic Zorman/archives

Four of the networks 16 branches will remain accessible without appointment, including the bank's headquarters, located at Place de la Gare in Luxembourg Matic Zorman/archives

Starting in June, 12 of the 16 branches of ING bank will only be accessible by appointment. At the same time, ING is focusing on digital support for its customers.

ING Luxembourg announced on Wednesday that it is adapting its services to its Luxembourg customers. In concrete terms, this means that only four of the 16 branches of the ING bank in Luxembourg will remain open without an appointment: Luxembourg headquarters (opposite the train station), Luxembourg Grand-Rue, Esch/Alzette and Ettelbruck.

“All our branches will remain open,” the bank said, adding that an appointment will be required as of 1 June to meet with an advisor.

In addition, ATMs and cash deposit machines will remain accessible day and night throughout the Luxembourg network.

Covid-19, the trend setter

“Following the observations made during the pandemic--and even before it through some observed cases of 'unplanned' branch visits, ING prefers to adapt its service model in order to devote even more time to customers' projects, whether it is a mortgage loan, the launch of a professional activity, inheritance plans or other plans”, explains Bárbara Daroca, head of communications, brand experience and corporate services at ING Luxembourg.

The bank also reminds customers that they can access the My ING portal day and night to carry out their day-to-day transactions online. The tool is complemented by My Team, a customer support center available on workdays from 8 am to 6 pm by telephone and via the website's secure messaging system. Face-to-face consultations are still possible, but only by appointment at the branch between 9 am and 7 pm.

ING Luxembourg recorded more than 121,000 customers at the end of 2019, a year that ended with a turnover of €321 million and a net profit of €116 million. The bank has 16 branches in the country and 895 employees.

This article was originally published in French for Paperjam.lu. It has been translated and edited for Delano.