BOV branches undergo several service enhancements

Piloting different opening hours for selected branches

Bank of Valletta has been upgrading the customer experience and the services offered throughout its branch network while piloting new services in some branches in anticipation of further enhancements expected over the next few months. Enhancements include the consolidation of branches into regions for a more tailored focus on geographic service needs, the pairing of branches into main and satellite outlets to offer specialised services, priority cash services to assist the elderly, as well as upgraded queuing systems to ensure better flow of customers within branches.

Other planned changes are being piloted and include different opening hours for selected branches during the week, based on customer preferences. These changes will be piloted from Monday 4th November from the Branches in Gżira, Ibraġ, Msida, San Ġwann, Sliema, Valletta and Gozo Area. Following an approximate six-week period, the Bank will analyse the traction of this pilot, including obtaining feedback from customers and reviewing data from transaction volumes. The enhanced service offering is planned to be offered permanently from all locations at the beginning of the coming year.

Regional Service

With 32 Branches across Malta and Gozo, BOV remains the most physically present Bank in the Maltese community. To better serve customers and offer a more personalised service, branches have been divided into two categories (main and satellite) and spread across 4 regions encompassing the North, South, Central East, and Central West, with Gozo also considered as a separate region district. Main outlets will offer full banking services and will also feature longer hours on Tuesdays and Thursdays, also remaining open on Saturdays. Satellite branches will offer fewer specialised services and will be operating from Monday to Friday. A full list of branches, including opening hours, can be found at https://www.bov.com/find-us.

Cashiering Service

The Bank will retain Priority Cash Service for the elderly, which was introduced in June 2022. The service is part of the Bank’s strategy to continue improving the customer experience in its branch network. The fast-track days are now available every Friday and Saturday from 08:15 to 09:30 from the Main Branches and every Friday during the same time from the Satellite Branches. Cashiering services will be offered from both Main and Satellite Branches and will be available daily until 11:00.

Customer Feedback

These enhancements have been made following feedback from customers, who prefer longer opening hours to match their lifestyle. Other changes are being made following indications that over-the-counter transactions have decreased by an average of 7,000 per month during the first eight months of 2024, compared to the previous year, equivalent to a 25.6% reduction. This is matched by a shift to digital, which registered an average increase of 130,000 monthly digital transactions from January to August compared to the same period in 2023. This important feedback is part of the Bank’s ongoing efforts to match the service offered with the preferences of its customers, striking a bold balance between digital solutions and personalised one-to-one service that some Bank customers prefer.

2024 edition of l-Istrina BOV Piggy Bank campaign launched

The 2024 edition of the L-Istrina BOV Piggy Bank Campaign was officially launched by H.E.  Myriam Spiteri Debono, President of Malta and Bank of Valletta CEO Kenneth Farrugia.

The concept of this year’s campaign is to use considerably fewer Piggy Banks while still involving all primary and secondary schools in Malta. The new reusable piggy banks will see the campaign creating much less waste while ensuring environmental awareness. Bank of Valletta takes its ESG commitment very seriously and is ensuring that the material used during this campaign is aesthetically pleasing while it safeguards our environment.

CEO Kenneth Farrugiarecounted that this is the 21st consecutive year that Bank of Valletta and the Malta Community Chest Fund are organising the L-Istrina BOV Piggy Bank Campaign, and throughout these years, the funds collected by schoolchildren through the campaign and donations by the Bank have exceeded the €3 million mark. Apart from the financial support, Bank of Valletta also supports the MCCF, through the design and creation of the piggy banks, followed by the sorting and counting of coins collected.

“The aim of this campaign, since its inception, has been to raise more awareness about solidarity and helping those in need among the younger generation, besides raising the much-needed funds for the Malta Community Chest Fund to continue in its mission towards improving the quality of life and care of those in need,” concluded Mr Farrugia.

Her Excellency Spiteri Debono stated that, apart from the main aim of collecting funds for those in need, this campaign also helps in forming children’s characters embedding in them the values of generosity and altruism. Addressing the families and the educational mentors of students, the President encouraged them to explain to children the significance of their gesture of help, irrespective of how much they can contribute.

This campaign has been going from strength to strength under the tenure of the last five Presidents. Although the core purpose of the campaign remains the same, year after year this initiative tries to engage more students to create a better sense of community and well-being throughout our islands.

The funds collected through the campaign and a generous donation by Bank of Valletta will be presented during the live broadcast of L-Istrina on 26th December 2024.

Introduction of blocking measures to combat scam calls with Maltese numbers

The Malta Communications Authority (MCA) reminds that starting from 1 November 2024, technical measures are scheduled to be activated by local network operators to block calls from reaching Malta from abroad where the Caller ID is a Maltese number starting with ‘+356 1’, ‘+356 2’ or ‘+356 8’. Moreover, additional filtering will take place to block calls with invalid or prohibited Maltese numbers. These measures may also have an impact on users of internet- or cloud-based communications solutions who place calls with Caller IDs starting with these prefixes.

These measures follow a public consultation process launched by the MCA in 2023 and became mandatory following a decision notice published in April 2024. The measures will filter out potential scam calls reaching Malta from abroad.

Following the publication of this decision, the MCA immediately embarked on an extensive campaign to raise awareness with the general public, and amongst users of internet- or cloud-based communications solutions that may be affected by the new blocking measures. Local telephone providers were also required to notify all their telephony subscribers individually.

Businesses and other entities who make use of internet- or cloud-based communications solutions to place calls with Caller ID set to a Maltese number starting with ‘+356 1’, ‘+356 2’, or ‘+356 8’ are still urged to ensure that their solutions are provided by compliant service providers. Otherwise, from 1 November 2024, all such calls towards Maltese numbers would be blocked.

Users of such solutions may verify whether their solution will be affected by placing a call from such solution towards +356 2400 2400. Testing is only necessary for solutions that use Maltese numbers starting with the prefix ‘+356 1’, ‘+356 2’, or ‘+356 8’ as the Caller ID. Users calling from a solution that will not be impacted will hear an announcement that their service provider is locally authorised with the MCA. On the other hand, if the call fails to connect, or generates an announcement that the number is invalid or does not exist, such users should reach out to the provider of the respective internet- or cloud-based communications solution to seek assistance.

More information on the MCA’s activities related to combating scam calls, or on the forthcoming blocking measures, may be found in the respective FAQs on the MCA’s website www.mca.org.mt/consumer/faqs. Alternatively, reach out to the MCA on +356 2133 6840 or via email on numbering@mca.org.mt or customercare@mca.org.mt.

Budget 2025 does not address quality

Acknowledges the need to change but does nothing about it.

The Malta Chamber of Commerce, Enterprise and Industry acknowledges that while the Government has recognized the importance of quality over quantity, Budget 2025 lacks the necessary measures and economic vision to drive a major quality leap and a tangible improvement in the well-being of society. For the third consecutive year, Government’s budget includes energy subsidies, social assistance for pensioners and vulnerable persons. In addition, tax brackets are being revised for the first time in 11 years. This is a budget that incentivises consumption but does not address productivity, competitiveness and attractiveness for investors. The focus is on distributing wealth rather than generating it in a sustainable way.


This budget represents yet another missed opportunity to introduce concrete measures that address key issues such as:


• productivity and value-added employment
• skills that are required by the industry in the immediate future
• advanced digitalisation and innovation
• proper planning and upkeep of public areas
• waste management
• sustainable tourism
• overpopulation
• transport and traffic
• critical infrastructure such as water, sewage and energy distribution
• over construction
• enforcement

This budget is finally introducing the concept of auto-enrolment with opt-out mechanism for occupational pension schemes. While government will be matching contributions for public sector employees, The Malta Chamber notes that employer incentives to do the same have not been improved. This puts private employers at a disadvantage on the labour market.


Good governance is essential for achieving quality, accountability and an improvement in productivity, as well as ensuring a level playing field. The 2025 budget did not allocate funds for long-overdue reforms such as that needed in public procurement.


The budget speech indicates that there is an understanding of the extent to which traffic congestion, over population and abuses in construction are impacting the quality of life of people. There is also a willingness to discuss measures to address these issues especially with the social partners at MCESD, and this is a step in the right direction.


While the budget remains a fundamental annual financial planning exercise aimed at reviewing taxes, subsidies, and social benefits; allocating funds for ministries and government projects; and forecasting government borrowing needs, a budget needs to be developed within the context of a comprehensive strategic plan with a broader long-term outlook. Such a plan should precede the budget, outlining funding requirements based on long-term objectives with clearly defined milestones. This has not happened so far and hence this budget represents another missed opportunity to address significant challenges impacting overall well-being and the country’s competitiveness and attractiveness.

The Malta Chamber and MCAST Host Conference on Inclusive Vocational Excellence

The Malta Chamber, in collaboration with MCAST, recently hosted a conference as part of the GIVE Project titled “Pathways to Belonging: A Way Forward for Inclusive Vocational Excellence.” The conference, which was addressed by Hon. Julia Farrugia (Ministry for Inclusion & Voluntary Sector), convened a diverse audience, including government officials, business leaders, academics, and project beneficiaries. Participants gathered to share insights on expanding inclusive practices within vocational training and employment in Malta.

Opening the conference, Chris Vassallo Cesareo, President of The Malta Chamber, highlighted the importance of a workforce that reflects the diversity of society. In his address, he underscored that while diversity is often seen as a moral imperative, it also drives economic growth. “This is not merely an ethical priority; it is an economic imperative,” Cesareo emphasized. “When businesses commit to inclusive practices, they tap into a broader pool of talent, bringing fresh perspectives and innovative solutions.”

The conference featured a keynote speech by consultant Joseph K. Muscat, who specializes in neurodiversity and inclusive practices. Muscat’s address centered on the value of embracing neurodiversity within workplaces and vocational training. By acknowledging and supporting the unique needs of neurodiverse individuals, Muscat argued, organizations can cultivate a richer, more innovative environment.

Three MCAST students participated as speakers, namely Amina Aliwi, Jennifer Nubla, and Katrina Manicolo who spoke about their experience on an Erasmus+ mobility for placement as part of the GIVE project.

Two panel discussions provided additional depth to the topics introduced during the opening remarks and keynote address. The first panel, titled Expanding Access to Inclusive Employment, examined barriers that individuals with diverse needs face when entering the workforce and explored strategies for breaking down these barriers. Participants discussed policies and initiatives that could help vocational training programs become more accessible and inclusive, highlighting the role of both public and private sectors in facilitating change.

The second panel, Empowering Employers – Creating Inclusive Work Environments, focused on practical steps that employers can take to foster inclusive practices in their organizations. Panelists shared success stories of companies that had embraced inclusive strategies, from hiring practices to workplace accommodations. Discussions also touched on the role of management training and education in promoting a company-wide culture of inclusion, with a consensus that building awareness and understanding at all organizational levels is essential for sustainable change.

TradeMalta organised the Malta Pavilion at the SIAL Food Fair 2024

TradeMalta, the national trade promotion organisation responsible for assisting businesses in their export journey, organised the Malta Pavilion at the SIAL Food Fair in Paris, held from 19 to 23 October. The Pavilion, showcased Malta’s capabilities and investment in the food and beverage industry, marking a successful return to the fair.

Following a call for participation, Consolidated Biscuit Co Ltd, Strand Palace Agencies, Magro (Bros) Food Ltd, Camel Brand, and Bon Cuisine Ltd. showcased their products at the Malta Pavilion. Additionally, other Maltese companies, namely Simonds Farsons Cisk plc, The Food Factory, and Go&Fun International Ltd, also exhibited at the fair.

Anton Buttigieg, CEO of TradeMalta commented, “TradeMalta was delighted to organise the Malta Pavilion at SIAL, as this highlighted our commitment to promoting international trade and showcasing the excellence of our food and beverage sector globally. We are eager to continue enhancing Malta’s presence in the global marketplace by helping Maltese companies engage with industry peers and forge new partnerships”.

SIAL Paris, the world’s largest international meeting point for buyers and suppliers, featured 7,000 exhibitors from 127 countries, displayed over 400,000 food and beverage products. This prestigious event is renowned as the hub of food and beverage innovation, attracting producers, distributors, restaurateurs, and importers-exporters from around the globe.

The participation of these companies underscores Malta’s commitment to showcase its diverse and high-quality food and beverage sector on an international stage. The event provided an excellent platform for networking, business development, and exploring new market opportunities.

BOV bond issue offering oversubscribed

Applications closed within 2 days of launch following strong response by investors

Bank of Valletta has just announced the successful closure of its €100 million 5% unsecured subordinated bonds (2029-2034). The Bond Issue was fully subscribed within days of its launch to the market, with the public’s overwhelming response resulting in the Bonds being oversubscribed.

Commenting on the successful Bond Issue, BOV Chairman Dr Gordon Cordina stated, “This achievement marks yet another milestone for Bank of Valletta and highlights the confidence that both investors and the public have in this Bank. Such overwhelming support gives us the confidence to continue on our journey to deliver sustainable growth for the Bank and to offer long-term value to all our stakeholders.

CEO Kenneth Farrugia said that “This announcement validates our strategic vision and our ongoing efforts to strengthen the Bank’s capital, which will in turn support the growth of our business in the years ahead of us. This was the largest ever issue in the domestic market and the participation of both institutional and personal investors is an endorsement of the trust that the Bank enjoys in the market. I would like to take this opportunity to express my sincere appreciation to all the investors who have entrusted us with their confidence, as well as to the Bank’s employees who tirelessly prioritise our customers, shareholders, and other stakeholders in everything we do.”

Bank of Valletta reinforces ethical commitment on global ethics day 2024

On Wednesday, 16th October, Bank of Valletta (BOV) was proud to join the global community in celebrating Global Ethics Day 2024, reinforcing its dedication to ethical leadership and integrity within the financial sector. This year’s theme, “Ethics Empowered,” echoes the Bank’s continuous efforts to uphold the highest standards of ethical behaviour in an increasingly interconnected and complex world.

Throughout 2024, BOV has spearheaded various initiatives aimed at deepening the awareness of ethical principles among its employees. One of its key programs that ran over the weeks preceding the Global Ethics Day, The Power of Your Voice, cultivated a speak-up culture across the organisation. By encouraging employees to confidently express their concerns and opinions, the campaign empowered individuals across the Bank, to take responsibility and act with integrity, reinforcing the Bank’s commitment to transparency and ethical practices.

Employees were also encouraged to nominate colleagues who inspire them to use their voices for positive change, with top nominees being recognised on Global Ethics Day. This campaign highlighted how leading by example fosters a positive ethical work culture, where one act of integrity leads to another, creating a ripple effect of improvement.

“Global Ethics Day is an opportunity for us to reaffirm our unwavering commitment to integrity and transparency,” said Kenneth Farrugia, CEO of Bank of Valletta. “At Bank of Valletta, we believe that ethical leadership is essential not just in moments of challenge but as a guiding principle in everything we do. Our initiatives this year have focused on empowering our people to act with integrity, fostering a culture where every voice matters and every action aligns with our core values.”

As part of its dedication to maintaining ethical standards, BOV has engaged in a series of training and awareness programs, notably through Zero Tolerance training sessions targeted at line management. These sessions ensured that leaders within the organisation exemplify ethical behaviour, setting the standard and leading by example. Additionally, the Bank’s Ethics Team has been actively involved in embedding ethical practices throughout the organisation, promoting a culture of accountability and integrity.

“Ethics is at the core of our business, and through initiatives like The Power of Your Voice, we have encouraged a culture where employees feel comfortable and safe to speak up and address concerns,” said Anatoli Grech, Group Chief Compliance Officer at Bank of Valletta. “From training sessions for line managers to ongoing awareness efforts by our Ethics Team, we have worked tirelessly to embed ethical practices into every aspect of our operations. Our commitment is clear: to lead by example and set a standard of excellence for our industry.”

As a participant in the Carnegie Council’s Global Ethics Day project, BOV continues to support initiatives that emphasise the importance of ethical conduct. By aligning with the theme of “Ethics Empowered,” the Bank not only reaffirms its commitment but also contributes to a global conversation on ethics, integrity, and responsible behaviour.

As the global landscape continues to evolve, Bank of Valletta remains steadfast in its commitment to ethical excellence. The Bank pledges to uphold integrity and transparency, striving to set an example in the financial sector and contribute to a more ethical global business environment.

27,000 voices heard and counting

Bank of Valletta hosts a Successful Event for its Customers highlighting its commitment to customer-centricity

Bank of Valletta (BOV) has recently hosted its Voice of Customer (VOC) event at the Aviation Museum in Ta’ Qali. The event brought together several customers who participated in the Bank’s feedback surveys over the past year, offering them a platform to share their experiences and ideas, while helping BOV shape the future of its services.

Listening to Customers: Over 27,000 Voices Strong

BOV strongly believes that every customer’s feedback is invaluable. Over the past year, more than 27,000 customers have shared their thoughts through the Bank’s Voice of Customer Program. The VOC team conducts surveys across a cross-section of channels, including branches, digital banking platforms, ATMs, investment centres, business centres, and Corporate Centre. The feedback collated enables the Bank to better understand its customers’ needs and expectations.

“We are committed to putting our customers at the heart of everything we do,” said Theodoros Papadopoulos, Acting Chief Customer Experience Officer at Bank of Valletta. “Our Voice of Customer event was an opportunity for us, not just to listen, but also to celebrate the valuable insights our customers provide. Every piece of feedback helps us improve, innovate, and create a banking experience that truly meets our customers’ needs.”

Taking Action on Feedback

Feedback from customers has already led to positive changes. Suggestions for new features have been incorporated into the Bank’s Internet and Mobile Banking platforms, and it has re-engineered processes to improve onboarding and enhance accessibility at its centres. The Bank is also working on refining the design of ATMs to ensure they’re more user-friendly and strategically located for greater convenience.

Building Connections and Community

The event was more than just about feedback—it was about building a stronger community. Attendees had the chance to engage in open discussions with BOV’s team, network with other customers, and share their perspectives on the Bank’s suite of products and services. These interactions highlighted the importance of collaboration and mutual understanding in creating a better banking experience.

Looking Ahead: Customer Feedback Leading the Way

BOV is committed to continuously improving the customer experience. Customers’ insights will continue to guide it in refining its services and developing new solutions to meet customers’ needs, ensuring that their experience is an optimal one.