The trust of the people and communities we serve is the foundation of our business and our license to operate around the world.

What's happening?

Earning and maintaining customer trust in a rapidly changing world is challenging. Newly emerging security threats, technology advances, changing regulations and evolving consumer expectations require us to continually improve our policies, procedures, systems and technology. For Citi, customer trust is also about doing business fairly and ethically.

What Citi is doing

The trust of those we serve is the foundation of our business and our license to enable economic progress. Citi earns that trust every day by safeguarding customers' assets and information and conducting business responsibly and ethically. Our new Mission and Value Proposition articulate what consumers can expect from us and underscore our promise to adhere to the highest ethical standards.

What's ahead?

To learn more about our ongoing efforts to maintain trust, download our 2015 Fact sheet.

What Citi is doing

Citi Enhances Security Through Technology

Biometric technologies that use personal physical characteristics such as fingerprints, iris recognition and voice recognition to verify identities offer us new ways to enhance data security and customer experiences. In 2015, Citi launched a voice authentication project in the U.S. that allows our credit card customers to use their voices to verify their identification when they call us. Approximately 250,000 customers have opted in since the launch by setting up a "voiceprint," which takes less than a minute. The technology is more secure and more convenient for customers – a real win-win.

Citi Takes Steps to Remedy Credit Card Add-On Product Practices

We always try to be clear when marketing products and services. If our practices appear to fall short, we take corrective action. Following a review by U.S. regulators of banks' marketing and billing practices related to U.S. credit card add-on products like debt protection and credit monitoring in 2011, we took actions to strengthen our vendor management programs, product and process oversight and training for customer facing associates. We also ceased marketing credit card add-on products in the U.S. in 2013. The actions taken enhanced controls for add-on products we still provide. In 2015, Citi entered into consent orders with the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC), which included $700 million in customer remediation and $70 million in penalties. We continually review our policies and controls to meet or exceed the high standards that we expect and our customers deserve.

Consumer-Friendly Policies

A 2015 report by Pew Charitable Trusts ranked Citi among the top 10 retail banks in U.S. in terms of overall disclosure, overdraft and dispute resolution practices. Citi consistently maintains some of the most consumer-friendly practices in the industry, particularly regarding overdraft fees. It has been a longstanding policy never to authorize ATM or point-of sale debit card transactions if sufficient funds are not available. Checks are processed from the lowest dollar amount to the highest, instead of using the standard method of clearing the biggest checks first, to minimize the number of potential overdrafts, and we do not impose a "continuous overdraft" fee. In addition, we offer the no overdraft- fee Access Account, a checkless banking account with low or avoidable monthly charges and no overdraft fees that serves many customers' needs with convenience and simplicity.

We have stringent policies and technologies to protect our data and systems and our customers' assets and personal information.


We trained over 123,000 employees on Citi's Global Consumer Banking Fairness Policy and Treating Customers Fairly Program

Our progress

Citi tracks customer satisfaction and engagement through Net Promoter Score (NPS), which measures customers' willingness to recommend Citi. In 2015, we placed first or second in industry rankings for Retail Bank or Credit Cards in 15 of our 19 markets.

For more details on Citi’s performance against our Citizenship Strategy, download our Citizenship Performance Summary.

For a list of awards and recognition Citi received in 2015 for our citizenship activity, click here.