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 2028, LANDBANK shall be at the forefront of nation-building through the promotion of financial inclusion, digital transformation and sustainable development that benefits all Filipinos.

III. MISSION

We are the leading universal bank with a government mandate that provides responsive services beyond banking to all clients, publics and stakeholders.

IV. LANDBANK CORE VALUES

INTEGRITY

Being honest and having strong moral principles

CITIZEN-CENTRICITY

Understanding the needs of the citizens and translating those needs into targeted, effective service delivery improvements.

PROACTIVE SERVICE

Act of identifying and resolving customer-related issues or questions before they feel the need to reach out.

COLLABORATION

Works together for a common purpose to achieve business benefits.

SOCIAL RESPONSIBILITY

Duty to act in ways that benefit society as a whole, rather than solely pursuing their own interest. It includes environmental sustainability, community involvement, and social justice.

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

VI.  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 us: customercare@landbank.com

Write us:
LANDBANK Customer Care Center
2nd Floor, 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.