Key Commitments - Customer Care

Our Key Commitments To Customers

• We promise that we will act courteously, fairly and reasonably in all our dealings with you
• We will make sure that our documents and procedures are clear and not misleading and that you are given clear information about our products and services.
• When you have chosen an account or service we will give you clear information about how it works, the terms and conditions and the interest rates which apply to it.
• We will help you use your account or service by sending you regular statements (where appropriate) and we will keep you informed about changes to the interest rates, charges or terms and conditions.
• We will deal quickly and sympathetically with things that go wrong by correcting mistakes quickly, handling complaints quickly and reversing any bank charges applied in error.
• We will treat all your personal information as private and confidential, and operate secure and reliable banking and payment systems.
• We will publicise our Citizens Charter, have copies available and make sure that our staff are trained to put it into practice.