Rules of engagement

Our general rules of engagement:

• Respect each other and each other’s belongings.
• Don’t insult each other, don’t shout and don’t swear.
• We do not allow discrimination, extortion, intimidation, physical violence or threatening behaviour.
• We do not allow unwanted sexual advances or unwanted sexual comments and attention.
• We always prosecute if physical violence is used.

Failing to comply with these rules could have negative consequences. This may just be a warning, but more serious misdemeanours could lead to a temporary or permanent ban from all of our branches. We can even close your bank accounts and claim for any damage or losses you have caused.

If necessary, we will record incidents in your personal data and impose sanctions. For more information about your rights and how we use your personal data, read our privacy statement.

Our internal rules apply to anyone visiting one of our branches. These rules are in place to ensure a pleasant, safe environment for clients, staff and visitors. These are our rules:

• Follow any instructions given by staff immediately
• Leave the building without delay if asked to do so and take your belongings with you.
• Show your ID on request and explain the reason for your visit.
• Your bag or case may be checked.
• Do not cause a nuisance. Behave correctly and don’t make too much noise.

We do not allow the following:

• Taking photos or making video or sound recordings without explicit permission.
• Smoking, vaping, using drugs or drinking alcohol.
• Objects or materials that may be dangerous or flammable, or which restrict visibility.
• Forming groups.
• Obstructing clients or staff, threatening behaviour (verbal or physical).
• Obstructing walking routes, doors or emergency exits.
• Full-face helmets or balaclavas.

Failing to comply with these rules could have negative consequences. You may be temporarily or permanently banned from our branches. We can even close your bank accounts. Our staff are authorised to close the building if they think this is necessary, including during opening hours.

You’re always welcome to leave comments on our social media channels. However, we expect you to show respect and only respond to the topic being discussed. The dos and don’ts:

• Show respect. Don’t swear and don’t make personal comments. Don’t discriminate or insult anyone on the basis of gender, race, background, religion, sexual orientation or any other grounds prohibited by law.
• Respond ‘on topic’. Your comment must relate to the subject you are responding to.
• If you’re not satisfied with our services, post a comment under one of the posts on our page. Our Webcare team will reply to your comment.
• Respect other people’s privacy and don’t share personal information.
• Advertising and off-topic comments are not allowed and will be deleted.
• We will address you informally on our social media, unless you indicate otherwise.

If you don’t stick to these rules, we can hide or delete your posts. If you continue, we will block you from our page and you’ll no longer be able to comment on our posts. We might even report you and close your accounts.