Customer charter

Our customer charter sets out the standards you can expect from us and explains our retail banking services, from opening an account and applying for credit to managing your everyday banking.

Download customer charter

Supporting you through your financial needs

Wherever you are on your financial journey, whether you are saving, investing, borrowing or planning ahead, you'll find clear information on the options available, what to expect and any requirements involved, helping you make informed decisions.

If you are considering borrowing, you'll also find details about the application process, eligibility requirements and the documentation needed to assess your application.

Protection options are also available to help you look after yourself and your loved ones, giving you greater peace of mind.

Deposit accounts

If you are opening a deposit account, the charter explains:

The different types of accounts available

What you need to get started

How these accounts operate

The measures in place to help safeguard your money

Credit agreements

If you are borrowing, the charter provides guidance on:

The credit options available

The documents you’ll need

Any applicable collateral or security requirements

How we assess applications

What to expect after submitting your documentation, including the timeframe for a decision

Complaints handling

If something doesn’t go as expected, we explain how to raise a complaint and the steps involved in reviewing and addressing complaints.

Documentation and information

We’ll explain which documents you’ll usually need, why we need them, and what to expect throughout your application. If we need anything else, we’ll let you know.

Fees and charges

Clear information on the fees and charges associated with our products and services is available to help you understand any costs involved.

Security

We provide guidance to help you recognise potential scams, protect your money, and know what to do if something doesn’t feel right.

Data protection

Your personal data is processed lawfully, fairly and transparently, and kept secure through appropriate technical and organisational measures.

Terms and conditions

The terms and conditions for our products and services are available to help you understand your rights, responsibilities and relationship with us.

This customer charter is provided for information purposes only and does not replace or amend any contractual terms, conditions or legal rights applicable to our products and services.

Resources

Customer Charter