OTP Bank and social responsibility

As a service provider, our goal is to create added value for our customers, be it the availability, compatibility or the simple and safe usability of our tools, products or sales channels. We consider it to be of utmost importance that our customers receive fair and easy-to-understand information, and that they receive services tailored to their needs.

OTP Bank is committed to understanding its clients’ needs and responding to them quickly and effectively by offering convenient, modern and efficient solutions. This approach and our expertise are the guarantee for the complexity that characterises our service and product range, for the convenience our customers expect and receive from us, and for the speed at which we respond to their needs despite a continuously changing market environment.

Learn more about OTP Group’s approach as a responsible service provider.

Key priorities of OTP Bank as a Responsible service provider

OTP Bank strives to serve its clients effectively and meet their evolving needs. As a responsible service provider, we focus on the following key priorities:

I. Focus on customers

1. Responsible marketing communication, objective and clear information provision

• facilitating access to government-supported and international preferential financing programmes for both retail and corporate clients;
• providing high-quality, easily accessible and convenient customer service and communication channels in line with clients’ expectations.

2. Customer satisfaction, complaints handling

• actively seeking client feedback to strengthen a customer-centric approach and address clients’ expectations and concerns;
• maintaining open and transparent communication through continuous dialogue and regular reporting on issues relevant to clients.

II. Accessible and innovative banking services

• offering a diverse range of services, products and financing solutions, enabling each client to choose the option that best meets their needs;
• implementing innovative banking solutions and embracing change in the era of digital transformation and emerging technologies, including artificial intelligence (AI).

III. Data security and protection

• ensuring the highest standards of protection for our clients’ personal information and confidential data;
• prioritising IT and cybersecurity to prevent data breaches, fraud and unauthorised access;
• maintaining an optimal balance between security and usability to ensure seamless navigation of our digital banking solutions.

IV. Ethical business conduct

• upholding ethical business conduct and protecting our clients’ interests, rights and personal data;
• serving clients across all segments in compliance with ethical standards and legal requirements;
• ensuring the accessibility of all branches and delivering consistently high-quality services to all clients, regardless of disabilities or individual circumstances.

As a responsible employer, our primary goal is to provide equal opportunities for all employees, regardless of gender, religion, skin colour, sexual orientation, status, personal preferences or other individual characteristics. We are committed to fostering an open and inclusive workplace where everyone feels respected, valued and supported, free from any form of discrimination. Recognising our responsibility towards our employees, OTP Bank provides fair and supportive working conditions that contribute to a decent standard of living and encourage personal and professional growth.

At OTP Bank, we know that our success starts with our people. That is why we invest in employee development and create opportunities for our teams to learn, grow and achieve their full potential together. We are committed to helping our employees grow professionally, stay engaged and motivated in their work, and openly share their ideas and aspirations. Learning and employee engagement are always among our key priorities.

OTP Bank strives to create a workplace where employees feel comfortable, valued and supported. By embracing the principles of equality, diversity and inclusion, we foster a culture of collaboration and mutual support, enabling everyone to develop their skills, realise their potential and contribute to our shared success.

Learn more about OTP Group’s approach as a responsible employer.

Key priorities of OTP Bank as a responsible employer

To ensure fair, supportive and inclusive working conditions, we focus on the following key areas:

I. Remuneration and career opportunities
We value our employees and support their professional growth through competitive remuneration, mentorship programmes, continuous skills development and a transparent career progression framework..

II. Learning and development
We recognise that our employees’ knowledge and expertise are among the Bank’s most valuable assets. That is why we invest in continuous learning and development, helping our people strengthen not only their professional skills but also their leadership, communication and work-life balance capabilities..

III. Employee engagement
We foster a collaborative and supportive workplace by encouraging employee involvement in the Bank’s activities, promoting open internal communication and taking employees’ views into account during significant organisational changes.

IV. Work-life balance:
We are committed to continuously improving working conditions and supporting employee well-being. To help our people maintain a healthy work-life balance, we offer flexible working arrangements, including remote and part-time work options, as well as other solutions tailored to individual needs.

V. Occupational health&safety and well-being
We strictly comply with Ukrainian and EU legislation on occupational health and safety, providing a safe, comfortable and supportive working environment. We also encourage employees to lead active and healthy lifestyles through recreation and sports-related benefits and other wellness initiatives.

Learn more about the policies and procedures related to social matters in the ESG policies and procedures section.

As a responsible social actor, our primary goal is to contribute to the development of local communities and society in line with our capabilities and economic impact.

We actively support community and social initiatives and strive to lead by example in promoting financial literacy, equal opportunities, community development and environmental protection.

In our role as a social actor, we focus on the needs of local communities and support initiatives that have a meaningful impact on people’s lives and well-being. Since February 2022, we have been actively supporting Ukraine’s sovereignty and territorial integrity by helping people affected by the war and the crimes committed by russia. Through our support, we help restore homes, rebuild lives and strengthen communities, making a meaningful contribution to Ukraine’s recovery and long-term sustainable development. Since the start of the full-scale invasion, OTP Bank has contributed more than UAH 314.5 million through its charitable initiative OTP Bank Helps Ukraine.

In 2025, we implemented social initiatives in the following areas:

• Assistance to children
  provided equipment for the “Nadiia” children’s centre; built an outdoor sports ground for the Stryzhavka boarding school in Vinnytsia region; renovated dormitories of the “Udaitsi Training and Rehabilitation Centre”; organised participation in the OTP Kids Camp in Budapest for children affected by the war; purchased embroidered shirts (vyshyvankas) for more than 550 pupils of children's homes.
• Assistance to charitable foundations and cooperation with the Superhumans Center
  We actively cooperate with charitable organisations that implement socially significant programmes and support Ukrainians in need. In December 2025, OTP BANK held the "Christmas for Supers" charitable auction, during which it managed to raise UAH 4.5 million. The Bank directed this amount towards the treatment and rehabilitation of Ukrainian men and women who received injuries and lost limbs in the war. In total, during the period of cooperation which began in 2023, the Superhumans Center received more than UAH 43.6 million in charitable support from the Bank.
• Providing Ukrainian defenders with elements for life-saving
  OTP BANK actively and systematically supports "DrukArmiia": the Bank's employees purchased 3D printers, on which they print training models and elements of equipment that are important for saving the lives of Ukrainian defenders. Employees regularly donate funds for printing materials and organise charity campaigns involving clients. Together with the Serhiy Prytula Charity Foundation, we also raised UAH 1.85 million through the OTP Bank UA mobile application to strengthen Ukraine’s defence capabilities.
• Financial literacy
  We organised educational initiatives as part of Global Money Week 2025, helping promote financial literacy and responsible financial behaviour.
• Culture
  OTP BANK JSC and AMC OTP Capital LLC, in partnership with Ukrainian businesses and customers, through joint efforts in 2025 implemented the "Frame for a Painting by a Flemish Artist" project. The restored 18th-century painting was presented at the Khanenko Museum in Kyiv.
• Healthcare
  In partnership with DonorUA, the Bank held three blood donation events. 97 employees took part in the Donor Days at the Bank's Head Office, who together collected 48.5 litres of blood. Together with the Rhythm training centre, we also organised three one-day first aid training sessions for employees.

We firmly believe that supporting those who need it most is more important than ever. While new challenges continue to emerge, they also create opportunities to make a meaningful and lasting impact. We remain committed to strengthening partnerships, supporting communities and creating lasting value for society.

Learn more about OTP Group’s approach as a responsible social actor .