LANDBANK Citizen's Charter I. MANDATE The Land Bank of the Philippines (LANDBANK) is the official depository bank of the National Government. As a government financial institution, it operates with the constant goal of financial viability, delivering on its promise of excellence with its bank offerings and public service. LANDBANK simultaneously serves to fulfill its social mandate of promoting countryside development, helping spur credit activity and financial inclusivity for rural folks and communities. Through its commercial activities as well as developmental programs and initiatives, LANDBANK is able to strike a balance between sustainable profitability and progress for all its stakeholders, including the unbanked and unserved across the nation. II. VISION By 2023, LANDBANK shall be the leading universal bank that promotes inclusive growth, especially in the unbanked and underserved areas, through the delivery of innovative financial products and services powered by digital banking platforms. III. MISSION To our Clients and Publics: We provide accessible and best technology solutions to deliver timely and responsive financial and support services to meet the needs of our clients, especially Small Farmers and Fishers (SFFs), Micro, Small and Medium Enterprises (MSMEs), Countryside Financial Institutions (CFIs), Local Government Units (LGUs) and government agencies, while promoting sustainable development anchored on good governance. To our Employees: We are the employer of choice. We develop and nurture talents who exemplify the highest standards of ethics, social responsibility and service excellence. We support diversity and cultivate a healthy work environment with equal opportunity for professional growth and advancement.
IV. LANDBANK CORE VALUES
INNOVATION
Generates or facilitates the solicitation of new ideas, methods, approaches based on original, novel, or conventional approaches to continuously improve financial prodcuts, service delivery, work processes that are aligned to the goals and strategy of the Bank
ACCOUNTABILITY
Takes ownership of actions and decisions and conducts all business activities and financial affairs according to the highest organizational, social, ethical, and legal standards
COLLABORATION
Works together within and across boundaries to deliver results and support a positive and inclusive environment
CUSTOMER FOCUS
Builds customer relationships with internal and external customers, maintains strong service orientation to ensure customer satisfaction
EXCELLENCE
Creates and implements standards for products and services, ensuring consistency, accuracy, reliability, and effectiveness
SOCIAL RESPONSIBILITY
Impartial and transparent in dealing with stakeholders
RESILLIENCE
The ability to withstand or recover from difficult conditions
V. SERVICE PLEDGE:
We commit to:
1. Help customers grow by putting them first;
2. Listen and understand customer needs;
3. Value customer feedback/voice and ensure they are at the heart of everything we do;
4. Explore ways to efficiently address customer needs and requirements;
5. Deliver quality, accessible, reliable products and services that help achieve financial goals;
6. Take ownership and pride in what we do;
7. Act promptly and deliver what is promised;
8. Delight customers by exceeding their expectations;
9. Consistently base our performance on the highest standards of ethics and excellence; and
10. Serve with competence, professionalism, and utmost respect at all times
FEEDBACK AND REDRESS MECHANISM
We value your comments, suggestions and needs. For feedback and suggestions, please:
24/7 Customer Service Representatives:
(02) 8-405-7000 or 1-800-10-405 7000 (Domestic Toll Free)
Visit our website: www.landbank.com
E-mail us: customercare@mail.landbank.com
Write us:
LANDBANK Customer Care Center
32/F. LANDBANK Plaza
1598 M.H. del Pilar corner Dr. J. Quintos Streets Malate, Manila 1004
Thank you for assisting us to continuously improve our service.
