Customer charter

Our customer charter sets out the standards you can expect from us and offers a clear overview of our main retail banking services. It reflects our commitment to dealing with you in a clear, fair and consistent way, whether you are opening a deposit account, applying for credit or managing your everyday banking.

The charter is designed to help you understand what our services involve, how they work in practice, and the principles that guide how we serve you.

Supporting you through your financial needs

We will support you wherever you are on your financial journey. Whether you are saving, investing, or planning ahead, we will guide you through the options available and provide you with the information and support you need to make confident decisions for yourself and your family. If you are considering borrowing, we will explain the features and eligibility requirements of the credit products available, helping you identify the product that best suits your needs.

Information will be explained clearly and in a straightforward way, so you know what to expect and what is required from you. Where additional steps or services are involved, we will guide you through the process and show you where to find any further information you may need.

We will also provide information on protection options 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
The indicative timeframe within which we aim to make a decision once all required documentation has been submitted

Documentation and information

We aim to let you know in advance which documents we need from you and why they are required, to allow your application to be processed in a clear and transparent manner.

Terms and conditions

The terms and conditions applicable to our products and services are made available to you and set out the rights and obligations that govern our relationship with you.

Fees and charges

We indicate where you can find clear and accessible information on the fees and charges associated with our products and services.

Security

We provide guidance to help you:

Recognise potential scams
Protect your money
Know what to do if something doesn’t feel right

How we handle complaints

If something does not go as it should, we explain how you can raise a complaint and the process that will be followed to review and address the matter.

Data protection and confidentiality

We are committed to processing your personal data lawfully, fairly and transparently. We also ensure your personal data is kept secure through appropriate technical and organisational measures.

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