Responsible selling and advising

Relationships and trust are the foundation of everything we do. Our customers entrust us not only their money but also their aspirations and their plans for the future. In a society where uncertainty and complexity increases, we want to be a trustful partner with a long-term perspective.

Values that guide us

The starting point for all our business is built upon our core values – customers first, commitment, collaboration and simplicity. They guide our actions and reflect who we are and what we believe in. An important tool is also SEB's Code of Conduct. The Code of Conduct describes SEB’s way of working and guides us in our business relationships. The Code helps employees in their efforts to build long lasting relationships with customers and other stakeholders. 

Read more about SEB's Code of Conduct

Responsible advising and lending

We want to make it easier for our customers to gain control and to get a comprehensive view of their finances. We provide them with the relevant tools to make their own decisions and we highlight the opportunities as well as the risks.

Ensuring that our customers can afford to manage their debt is a key component of all responsible lending. This is why our credit decisions always are based on the customer's individual situation and repayment abilities. Our approach entails fair and ethical marketing, and we consciously avoid products such as loans via mobile phone text messages.

Our customers should always have access to professional savings and investing advice and we continuously deepen and broaden current understanding among employees. With the Swedsec license, all employees who work with advising towards customers have a clear proof that they have relevant experience in both investment advisory and insurance broking. At SEB, we want to ensure that our customers have a sound financial position and we were the first Swedish bank to introduce amortisation requirements for mortgages when value rations are above 70 per cent.

A variety of services

SEB’s ambition is to provide solutions that simplify daily life for private customers and give them control and an overview of their personal financial needs. SEB provides advice and service 24 hours a day – digitally, by phone, or through the bank’s branch network in Sweden and the Baltic countries. 

Banks, as other sectors, face a growing demand for digital services, particularly among younger customers.  The availability of relevant, accessible and targeted information becomes increasingly important as people need to make the right decisions in everyday matters. 

Digital development

SEB is developing digital solutions that make it easier for customers to maintain control over their personal finances. In 2015, the mobile banking app was upgraded so that customers can gain a comprehensive overview of their pension savings, home mortgages, insurance and card transactions. 

In Sweden, SEB also developed a digital signature for pension contracts to facilitate the process in connection with the discontinued tax deduction right for pension savings. In the Baltic countries the bank has developed a digital advisory support function that helps customers gain a comprehensive picture of their personal finances.

Customer interaction

As technological development advances, we want to meet our customers via additional new channels. Social media, like Facebook, Twitter and Skype are channels where we interact and can give support. 

Customers can submit comments via multiple channels ­–­ in person at the office, over the phone and web channels in various forms. Our ambition is to address a complaint directly and as close to the source as possible. If the employee who receives the case cannot resolve the issue, we contact the customer within two business days with information regarding decisions to act or if the matter should be further investigated.

There is a special customer relations team that handles appeals in cases where the customer still does not feel satisfied. All complaints are registered in SEB's operating risk information system. 

In 2015, the number of complaints among retail customers in Sweden decreased by 25 per cent.