TAIPEI (Taiwan News) — Taipei Fubon Bank has been recognized among the top 25% of banks in the “2025 Assessment of the Implementation of Treating Customers Fairly Principle” by the Financial Supervisory Commission, marking the third consecutive year it has received the honor, per a press release.
The recognition highlights the bank’s continued investment in technological innovation and customer-oriented services. According to Taipei Fubon Bank, the award reflects its philosophy of “361-degree” service. This approach includes an extra “degree” dedicated to human touch, reinforcing warmth and friendliness in its customer interactions.
Since 2022, Taipei Fubon Bank has obtained the international standard ISO 10002 customer complaint quality management system certification for three consecutive years. In 2024, it introduced the BSI Royal Mystery Shopper international assessment, which involves anonymous service audits by professional assessors to evaluate service performance.
The bank also received the “Excellent Service Mark (ESM)” certification from the British Standards Institution (BSI), achieving dual certifications for service standards. The achievement led Taipei Fubon Bank to establish measurable and quantitative indicators aligned with service value to maintain consistent quality across products and staff training.
To foster a more inclusive financial environment, Taipei Fubon Bank promotes services friendly to the elderly, people with dementia, and people with disabilities. It has introduced “Age-Friendly,” “Dementia-Friendly,” and “Disability-Friendly” service guidelines and partnered with medical and social welfare institutions to train employees and provide assistive devices such as signature guide for the blind & visually impaired, magnifying glasses, and senior-friendly counters.
In cooperation with MacKay Memorial Hospital, the bank has implemented services for customers with dementia, developed training materials to enhance staff expertise, and registered its branches as dementia-friendly organizations. Stickers displayed at branch entrances indicate participation in community support networks for seniors and their families.
This year, the bank has also arranged for frontline staff to take part in workshops simulating visual impairment to understand customer needs better and improve signage and traffic flow at branches.
Taipei Fubon Bank continues to upgrade its branch design to enhance accessibility, lowering counter heights for customers with mobility issues. All ATMs across Taiwan now feature 19-inch upright screens with easy-to-read interfaces. Each of the bank’s 169 branches is equipped with voice-activated ATMs for visually impaired users, and a new voice deposit function has been added.
To accommodate foreign customers, the ATM interface supports English, Indonesian, Thai, and Vietnamese, along with fraud prevention guidelines in Indonesian, Filipino, Vietnamese, and Thai to eliminate language barriers and raise awareness of financial literacy and fraud prevention among foreign residents and new immigrants.
The bank has also launched a brand new mobile banking app "Fubon+", adding a senior-friendly version and dark mode. Integrated asset analysis and goal-oriented tools create a more accessible platform for elderly and vulnerable users.
To deal with the increasing number of fraud cases, Taipei Fubon Bank develops the "AI Anti-fraud Model" to instantly intercept suspicious transactions and protect customer assets. To further enhance fraud prevention, the bank launched the “Eagle Eye Care+,” a financial alert service that instantly alerts customers and their trusted contacts when unusual transactions occur, enabling timely intervention and improving fraud-blocking efficiency.
In August, the bank was recognized at the 2025 Fintech Anti-Fraud Summit and invited to share its comprehensive anti-fraud strategies and innovative practices. In September, the bank expanded its anti-fraud efforts to Central Taiwan by signing a Memorandum of Understanding (MOU) on anti-fraud cooperation with the Taichung Branch, Taiwan High Prosecutors Office, and the Taichung City Government.
Through continuous innovation and collaboration, the bank continues to promote fraud prevention awareness and real-time information exchange, working together to build a stronger protective network and contribute to a safer financial transaction environment.
Taipei Fubon Bank said it views customer service as a reflection of corporate culture and values, not just regulatory compliance. It pledged to continue strengthening its friendly service offerings through partnerships with government, industry, and communities to provide a safe, inclusive, and trustworthy financial experience.
