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Inclusive Finance

Commitment


To promote financial inclusion opportunities for vulnerable groups, including those in remote areas, disabled people and SME, and to provide financial literacy as well as necessary knowledge and skills to improve capabilities and access to financial services.

Materiality


Universal financial access leads to overall economic growth as it creates opportunities for business and provides financial security for individuals and households. When the overall economy is functioning properly, businesses, including the Bank, have a greater opportunity to expand accordingly. Furthermore, promoting inclusive finance provides the Bank with excellent opportunities to attract new customers, thereby enabling us to expand our customer base. We are committed to promoting and supporting inclusive finance by extending the coverage of financial services and developing products and services that meet the needs of all customer groups, including vulnerable groups. At the same time, we promote financial and business literacy among our customers to strengthen their financial situation, a key factor in achieving sustainable inclusive finance.

Given the materiality of inclusive finance, the corporate governance committee is assigned by the Board of Director to oversee and support financial inclusion implementation.
Our Ways of Promoting Inclusive Finance

Our ways of promoting inclusive finance are follows:

  1. Promoting savings and helping reduce excessive debt by providing relevant financial knowledge to vulnerable groups.
  2. Expanding financial opportunities for vulnerable/underserved groups by developing innovative products and services based on their need, preference and feedback, and providing easy-to-understand financial literacy in easy accessible formats.
  3. Adopting responsible lending guidelines to prevent customers, particularly the vulnerable groups, from having excessive debt that could affect their quality of life. Adhering to market conduct guidelines and train staff to understand and comply with the market conduct guidelines to avoid aggressive sales and unfair/disrespectful treatment to customers.
  4. Building a strong foundation for the underserved groups by providing loan support to SMEs and farmers, as we as providing non-financial support such as knowledge and skills in various fields to sustainably enhance their long-term ability to access finance.


We encourage engagement and collaboration with external parties to promote inclusive finance and financial literacy. Highlights include we collaborated with the Bank of Thailand, other commercial banks as members of the Thai Bankers Association, and the government banks to provide Basic Banking Account for the State Welfare Cardholders and Those Ages 65 Years and Above to enable them to access basic financial services and deposit at no cost. We also collaborate with business partners to promote accessibility and enhance convenience for financial transactions, especially for people in rural communities and remote area, or those with no access to digital and automatic channels, through banking agents. At present, our banking agents include 7-Eleven, Lotus’s, Thailand Post, Boonterm kiosks, True Money, AIS, Big C, Sabuy Plus kiosks, Sabuy Counters, Term Dee kiosks, and KEX Express which together offer service points in all provinces across Thailand. We work with Noburo, a social enterprise startup, to launch the Unlocking Debt - Happy Retirement campaign to raise awareness about personal finance, promote financial discipline and provide advice on proper financial planning to vulnerable groups, especially blue collar workers with low incomes and at risk of over indebtedness from loan sharks, to resolve their debt problems and achieve financial stability in the future.

Implementation
We focus on the following three areas to promote inclusive finance:

  1. Development of diverse, extensive and accessible service channels
  2. Development of customer-centric and inclusive products and services
  3. Promotion of access to credit for SME and farmers

We encourage related parties to regularly monitor and evaluate the results of these activities to gain insights that can be used for future improvements.
Development of Diverse, Extensive and Accessible Service Channels
  • Banking Agents

    We continually extend our services through banking agents to promote universal and convenient financial access to all groups of customers and people, especially for those in rural communities or remote areas, those with difficulties going to bank branches during working hours, or those with no access to digital channels. At present, our banking agents include 7-Eleven, Lotus’s, Thailand Post, Boonterm kiosks, True Money, AIS, Big C, Sabuy Plus kiosks, CenPay Powered by Boonterm, Sabuy Counters, Term Dee kiosks and KEX Express which together offer service points in all provinces across Thailand. At the end of 2025 we had a total of 200,145 banking agents distributed across Thailand serving more than 10.97 million transactions.


  • Bangkok Bank ATM and Self Service

    Currently, there are 8,343 Bangkok Bank ATM, CDM/ ATM and passbook update machines located across Thailand to offer safe and easy-to-use services, supporting all bank chip cards with information displayed in multiple languages including Thai, English, Chinese, Japanese, Burmese, Laos, Cambodian and Arabic as well as allowing cardless withdrawals from other banks. We also developed a special function for visually-impaired people to make cash withdrawals through a specifically designed Transaction Mode which is convenient and safe and addresses their daily cash needs. In 2025 we had a total of 6,138 Bangkok Bank ATM that were equipped with Transaction Mode for the visually-impaired, equivalent to 93 percent of the total number of machines. Furthermore, we also provide automatic phone banking services 24/7 through Bangkok Bank Call Center (1333) for customers to make inquiries, transfer money, pay for services, top-up mobile phones, order check books, inquire about account balances and pay credit card bills either by themselves or with support from our call center officers.
  • Bangkok Bank Mobile Banking

    We strive to continually develop our Bangkok Bank Mobile Banking application to promote financial inclusion to address the needs of modern lifestyles with services ranging from payments for products and services, account balance checking, money transfers, withdrawals, top ups and bill payments, e-Savings account opening, investment management, debit card registration and activation and identity verification without the need to visit a branch. Customers can manage their finances themselves anytime, anywhere, conveniently and securely. At the end of 2025 there were over 15.17 million users of Bangkok Bank Mobile Banking.

Development of Customer-centric and Inclusive Products and Services

e-Savings Accounts
We promote universal accessibility to deposit services at low cost by offering e-Savings accounts through Bangkok Bank Mobile Banking so that interested customers can open an account by themselves anywhere, anytime and free of charge with no minimum deposit requirement and no inter-region transaction fee. Transactions can be made either through digital channels or at branches without using passbooks. New customers can verify their identity through other bank applications under the National Digital ID (NDID) platform or through Be My ID service points at branches or banking agents nationwide.

Deposit Accounts
Ethnic minority groups often face barriers for accessing financial services which include account opening and using deposit accounts. The main contributing factors are these ethnic minority groups reside in rural and remote areas, and generally have limited financial knowledge. Hence, the Bank recognizes the importance of providing fundamental gateway to formal financial system by offering deposit accounts to ethnic minority groups. By making deposit accounts more accessible, the Bank helps promote equality and reduce economic disparity, encourage participation in economy, and support sustainable community development. As the end of 2025, the Bank has a total of 21,844 deposit accounts held by customers from ethnic minority groups and there were 9.48 million transactions.

Bualuang Extra Digital Savings Account
To diversify our digital savings account services, we launched the Bualuang Extra Digital Savings Account which is a deposit account that offers services beyond typical savings as it provides accident insurance coverage of 10 times the remaining balance in the account on the day preceding the accident, up to a maximum of Baht 5 million per person. The account is available to individuals aged 15-69 years, and the insurance is underwritten by Bangkok Insurance. Interested individuals can open an account via Bangkok Bank Mobile Banking.

Basic Banking Accounts for State Welfare Cardholders and Those Aged 65 Years and Above
We offer the Basic Banking Account for people with low incomes under the State Welfare Program and those aged 65 and over. This service features free-of-charge account opening, no minimum deposit requirement, no account maintenance fee, and no entry fee or annual fee for debit cards linked to the account, helping to reduce the cost of opening deposit accounts for the target groups. At the end of 2025 there were 25,895 users of the Basic Banking Account services and there were 3,723,432 transactions.

Sinmathaya Supthawee Account - Bualuang Kids
We offer Sinmathaya Supthawee - Bualuang Kids account service for children aged under 14 years to promote savings discipline and lay the foundations for their financial security. Legal guardians can open an account for a child at any bank branch. The account has a special condition that if they make a regular deposit every month for at least two years (minimum of Baht 500 per month), they will receive interest rates higher than a 12-month fixed deposit account and need not pay tax on the interest.

Unsecured Personal Loans
We promote ease of access to loan services for salary workers and first jobbers by offering multi-purpose unsecured personal loans for full-time employees with payroll accounts at Bangkok Bank, provided that their employer qualifies according to the Bank’s criteria. Loan terms include a credit limit of three to five times a borrower’s monthly income subject to a maximum loan amount of Baht 1 million with a special interest rate. Those who meet the criteria can choose between two types of loan. The first one is Bualuang Loan Sookjai (multi-purpose installment term loan) with fixed monthly installments over a period of up to five years. Once approved the Bank will automatically transfer the loan funds to the salary account. Another type is Bualuang Loan Aunjai (multi-purpose revolving credit) which enhances liquidity for emergencies by allowing loan withdrawals with Be1st Smart debit card.

Loans for Pensioners
We promote financial inclusion for retirees who are former civil servants and civil employees receiving a monthly pension to access credit through Loans for Pensioners. These groups usually have limited or unstable income after their retirement which might impede their access to credit while needing to have reserve funds to meet their needs. Through this loan, pensioners can receive credit up to the amount stated in their certificate of family inheritance pension without requiring a guarantee. Moreover, the loans have no management fees, low interest, and a long repayment period of up to 30 years. In 2025 there was a total of 7,676 approved customers with a total credit amount of over Baht 1,127.47 million and a total outstanding amount of Baht 14,489 million.


Financial Accessibility for Vulnerable Groups

The Bank pays special attention to vulnerable groups such as the elderly (over 60 years), customers with limited financial knowledge or no experience in using products and services, and customers with visual impairments. Therefore, we have specifically established guidelines for selling products and giving services to vulnerable groups, as well as provide trainings to service staff to prevent aggressive sales techniques, forced selling and disrespectful treatment to these groups. For example, we take into account customer’s needs and objectives, financial knowledge, risk appetite and tolerance level, and ability to understand when we offer products and services to them. In addition, an explanation of details, conditions, rights and exceptions of the products and services must be clear and easy to understand, as well as highlighting and emphasizing the key messages. If customers have questions, service staff must explain or clarify to them until they truly have a complete understanding without doubts or further questions. This is aimed to ensure that customers receive sufficient important information to make a reasonable decision. Service staff must also give as much time as necessary for vulnerable groups to digest and understand the information provided and not rush them to make decisions.
Promotion of Access to Credit for SME and Farmers
Loans for SME
The Bank actively offers a diverse range of credit options to SME to support them with capital or liquidity to facilitate their businesses and promote investments to enhance their competitiveness and resilience in the face of challenges. This includes Business Loan, Bualuang Loan for Franchise Business, Gas Station Dealers Loan, Bualuang Transformation Loan and Bualuang Green Financing for Transition to Environmental Sustainability Loan. Interested SME can make inquiries or request for information related to business loans at the Bank’s business centers nationwide or via the Bank’s website.

TCG Credit Guarantee Project for SME
To offer opportunities for SME with no or insufficient collateral to access sources of capital, we have consistently participated in various credit guarantee projects organized by the Thai Credit Guarantee Corporation (TCG) such as Portfolio Guarantee Scheme Phase 9 (PGS9), consisting of five programs which are TCG SMEs Dee Naenon, TCG SMEs One Account, TCG SMEs with Letter of Guarantee, TCG SMEs Credit Boost and TCG Covid-19 Relief Scheme 2. We also joined the Portfolio Guarantee Scheme Phase 10 (PGS10) with five programs which are TCG SMEs Smart Biz, TCG SMEs Smart One, TCG SMEs Small Biz, TCG SMEs Smart Green, and SMEs Start up. Recently we continued our participation in the Portfolio Guarantee Scheme Phase 11 (PGS11) covering 11 programs i.e. TCG SMEs Ignite Biz, TCG SMEs Ignite One, TCG SMEs Smart Green, TCG SMEs Smart Gen, TCG SMEs Small Biz, TCG SMEs Smart Build, TCG SMEs Smart Biz, TCG SMEs Smart One, TCG SMEs No One Left Behind, TCG SMEs Power Trade & Biz, and TCG SMEs Micro Biz.

Loans for SME in Agricultural Sector
As access to capital is a key challenge in the agricultural sector, we have continuously offered loans to SME in this sector to enhance their access to sources of finance. Furthermore, we continuously run our modern agriculture project to improve the capabilities of farmers through seminars and field trips for farmers. In addition, we provide Bualuang Green Financing for Transition to Environmental Sustainability Loan for farmers to invest in various types of technology to adapt to the impacts of climate change, such as precision agriculture technology, water management technology, and EVAP greenhouse technology.
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