How we work with financial literacy and financial well-being

Nordea plays an important role in society by providing consumers access to the financial system. With our position as the largest financial services group in the Nordics, we aim to help create and maintain financial well-being contributing to inclusive economic growth and reducing inequalities. 

One of our priorities is to create the best omnichannel customer experience. In order to achieve this, we recognise the importance of financial inclusion and strive to make our products and services available and accessible to our customers on equal terms based on their specific needs and circumstances. Additionally, we seek to offer high-quality service and personalised advice across all channels, which can contribute to the financial well-being of our customers. 

Financial inclusion is also integral to our goal to become a digital leader in the financial industry. While increased digital offerings aim to make banking easier and more accessible, we have increased our focus on supporting customers, such as elderly, adapt to using digital services through our contact centres, physical premises as well as community engagement activities. In addition, access to needed support and solutions is provided to customers who are unable to or do not wish to use digital offerings. 

Nordea also strives to be a safe and trusted financial partner. One way we seek to earn our customers’ trust is through supporting their financial well-being by delivering on our customer promise to provide personal, expert and responsible information and advice about the bank’s products and services. We have also established fraud detection and prevention as a key focus area across the bank and is committed to raising fraud awareness among our customers and in society.