Carmen van den Borne

Lead Customer Experience & Complaints ING

Summit Day One - Tuesday, 6th October 2026 [CET]

11:05 Presentation: When Compliance Breaks Trust: Lessons from ING

Financial crime prevention is critical, but when poorly designed, it can undermine trust and exclude customers unfairly. This session examines ING's experience with discrimination findings related to anti-money laundering checks that disproportionately affected customers from non-Western backgrounds. Explore how automated systems, risk models, and communication choices created unintended harm, and how ING is adapting its processes, training, and customer communication to prevent future discrimination.

Learning Objectives

• Diagnose how compliance processes can unintentionally create bias

• Unpack where automation and risk models amplify discrimination

• Explore how organisations rebuild trust after systemic challenges

Key Takeaways

• Lessons on ethical risk and compliance design

• Insight into balancing fraud prevention with fairness

• Considerations for inclusive service recovery

Check out the incredible speaker line-up to see who will be joining Carmen.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk