The Bank’s management is committed towards creating a culture of fairness in customer dealing and has developed a Consumer Protection Framework, which is a reflection of this commitment, and clearly states the protocols that needs to be followed to ensure the Fair Treatment of Customers (FTC).
To provide our customer quality and innovative range of banking products without discrimination, throughout the product life cycle, from product design and promotion, through advice and servicing, to complaints and claims handling, throughout the product value chain.
The Consumer Protection framework is a basic model, which identifies what leads to adequate levels of satisfaction and protection for our customers, characterizing the relationship between consumers and the bank. The main aim of the framework is to ensure that the FTC principle is embedded in the bank’s culture.
We aim to deliver on our consumer protection mandate with a positive, customer-focused approach, where customers’ best interests are protected and we are fully compliant with our obligations and treat both existing and new customers in a fair and transparent way.