Sustainability  >  Responsible Banking  >  Fair Dealing

Fair Dealing

We are committed to fair dealing outcomes for our clients. We believe in:

  • Being responsive to our customers’ needs and requests
  • Selling products and services which are appropriate
  • Ensuring our sales staff are trained to deal with customers fairly
  • Communicating with our customers in a clear and transparent manner

Oversight of fair dealing is the responsibility of the Group-level Fair Dealing Committee, which is chaired by the CEO. Fair dealing outcomes are reported to the Board Audit Committee on a quarterly basis.

Staff remuneration is based on a balanced scorecard approach, which ensures alignment between the interests of our staff and customers. A significant proportion of staff remuneration requires demonstration of adherence to proper sales process and embracing our cultural values.

All our employees receive annual training on compliance and fair dealing, in addition to training on our product suite. They also undergo product knowledge and skills tests regularly. We place great emphasis on the oversight of our sales staff and hold their supervisors accountable for their coaching, monitoring and supervision. In the interest of improving our products and services, we avail various channels for customers to provide valuable feedback.

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