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Citizen's Charter


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

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:

  • Talk to our Public Assistance and Complaints Desk Officer;
  • Accomplish our feedback form and drop it in the suggestion box located at the lobby;
  • You may also call our:

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 uscustomercare@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.

LANDBANK supports Ease of Doing Business and Efficient Government Service Delivery Act of 2018

LBP Citizen's Charter 2021 (1st edition)

00. List of Services
01. Agrarian Services
02. Branch Banking Services
03. Conditional Cash Transfer Services
04. Credit Card Services
05. e-Banking Services
06. Lending Services
07. Remittance Services
08. Treasury Services
09. Trust Services
10. Operations and Admin Support Services
11. Feedback and Complaints
12. List of Offices