The Financial Supervisory Commission (FSC) recently announced the results for the “2025 Fair Treatment of Customers Principles Evaluation.” With a remarkable performance, Land Bank was once again honored with the highest distinction of being ranked in the top 25%. Since the FSC launched its Fair Treatment of Customers Evaluation Mechanism in 2019, Land Bank’s efforts have been recognized for seven consecutive years, including six years ranked in the top 25% of banks. This honor marks an important milestone in safeguarding the rights and interests of financial consumers, while also demonstrating our long-term commitment and exceptional achievements.
To praise financial institutions with excellent annual evaluation performances, the FSC held a public award ceremony on November 4. FSC Chairman Jin-Lung Peng personally presented the awards and delivered a congratulatory speech. The Bank’s Chairman, Ying-Ming Ho, also attended the ceremony and received the award from the FSC Chairman, demonstrating the importance of the fair customer treatment policy to the Bank.
In an attempt to optimize the evaluation measures and ensure the objectivity of the evaluation mechanism, the FSC entrusted the Securities and Futures Institute to carry out the evaluation work. The evaluation centered on the scoring of four items: “implementation of customer fair treatment initiatives,” “proper handling of financial consumer disputes,” “the Board’s level of commitment and concrete actions,” and “financial inspection and routine supervision.” Moreover, the Securities and Futures Institute added two strengthened evaluation priorities: “measures and effectiveness of fraud prevention by financial institutions” and “the soundness of the complaint handling mechanism.”
Regarding “measures and effectiveness of fraud prevention by financial institutions,” we prioritize the protection of financial consumers while actively responding to government policies to combat fraud. Recently, the Bank has further demonstrated its financial expertise by joining forces with the Taichung District Prosecutors Office. By working together, we have effectively intercepted fraudulent fund flows and reported unauthorized deposit-taking schemes, successfully safeguarding customers’ assets. In addition, we were honored with the Anti-fraud Award for the “Taichung District Prosecutors Office – Shen Shuo International Network Deposit-taking Project” at the “Financial Technology Anti-Fraud Summit” organized by the Bankers Association of the Republic of China. At Land Bank, we strive to enhance our anti-fraud measures and deliver outstanding results.
In terms of “the soundness of the complaint handling mechanism,” we have formed a “Customer Care Committee” under the joint supervision of the Board of Directors and senior management. The Committee holds cross-departmental meetings to thoroughly review the causes of customer complaints and formulate improvement measures. We have established a differentiated management system for customer complaints and elevated the reporting level for major cases. We are committed to improving our customer fair treatment initiatives and regularly report their implementation results to the Board of Directors, which fulfills its responsibility to ensure that all units implement these initiatives.
We have long been committed to achieving inclusive finance through “friendly financial service,” “support for financially disadvantaged groups,” “financial literacy promotion,” “SME growth support” and other measures. In order to enhance the accessibility of financial products and services, Land Bank has established barrier-free facilities and strengthened financial education and training. Depending on the requirements of our customers, our ultimate goal is to provide a variety of appropriate services and digital platforms to overcome barriers, achieving equity in digital information and financial services for disadvantaged groups.
In the future, the Bank will continue to safeguard the interests of its customers, enhance financial accessibility, and foster an ethical corporate culture. In doing so, we aim to earn customer trust and pursue sustainability, working towards the goal of becoming a model financial institution known for its fairness and friendliness to customers.
Contact person: Chun-Lin Li
Tel: 02- 2348-3295
