Consumer Protection

Empowering Financial Well-being:

Safeguarding Consumers and Promoting Ethical Practices

Your Guide to Consumer Protection and Responsibilities in Financial Services

Consumer protection

Banks have a responsibility to act in the best interest of their customers, ensuring fair and ethical treatment while providing transparent and reliable financial services.

Equitable and fair treatment

Banks are expected to treat consumers honestly and fairly in all their interactions, creating a culture that values ethical behavior. Special consideration should be given to older individuals and those with special needs, regardless of gender.

Disclosure and transparency

Financial institutions should regularly provide consumers with clear, accurate, and easily understandable information about their products and services. This includes important terms and features, ensuring accessibility without unnecessary complications.

Consumer education and awareness

It is essential for banks to develop programs and mechanisms that aim to enhance the knowledge, skills, and confidence of consumers in understanding financial risks and opportunities. This will empower them to make informed choices and know where to seek assistance when required.

Fraud prevention

Banks should establish control systems that are both efficient and effective in safeguarding consumer deposits, savings, and other financial assets from the risks associated with fraud, embezzlement, or misuse.

Complaints Handling

Banks should establish efficient and transparent complaint handling processes, ensuring consumers have an accessible way to voice their grievances and receive timely responses.

Protection of privacy

Banks are responsible for implementing proper measures to protect the financial and personal information of consumers. Clear definitions should outline the purposes of data collection, processing, retention, usage, and disclosure, with attention to third-party involvement.

Conflict of interest

Banks should develop a documented policy addressing conflicts of interest and take necessary steps to identify potential conflicts. When conflicts arise between the bank and third parties, consumers must be informed about these circumstances.

Equality through financial inclusion

We recognise the importance of providing inclusive banking to everyone, regardless of individual challenges.

In line with our goal of building a financially inclusive future, we strive to ensure that our products and services are equally accessible to People of Determination.

Our People of Determination-friendly branch improvements include:

The installation of tactile paving which, through its textured surface, helps individuals to better navigate their surroundings.
The use of braille to better support visually impaired individuals.

We're committed to ensuring everyone has fair access to our banking services.

Consumer responsibilities

By fulfilling these responsibilities, consumers can contribute to a secure and smooth banking relationship while protecting their interests and financial well-being.

Understand your obligations

Carefully read and comprehend all information provided by your bank regarding the services or products you are applying for. Ensure that you fully understand your obligations and can comply with them.

Provide accurate information

Consumers must provide truthful and up-to-date information details when filling out any bank documents. Avoid providing false information or omitting important details.

Update personal information

Continuously update your personal information, including contact details, and provide them to the bank upon request. Failure to do so may lead to responsibility issues.

Check all documents

Prior to signing any documents, please take the time to thoroughly review them. This will help avoid any mistakes with account numbers or amounts. Remember, your signature signifies your approval and agreement with the content of the document.

Notifying the bank of changes

If there are any significant changes in your financial situation or personal circumstances that may affect the account, you should inform the bank accordingly.

Understand the complaint process

Familiarize yourself with the procedure for making complaints and know how to escalate an issue to higher levels, if necessary. Your bank will provide you with the necessary details and response timeframe.

Seek clarification

Don't hesitate to ask questions if you are unclear about any aspect of your bank's services or conditions. Bank staff will professionally address your inquiries and assist you in making informed decisions.

Adhere to terms and conditions

It is the consumer's responsibility to carefully read and comprehend the terms and conditions associated with the account. This includes information about fees, interest rates, account limitations, and any other relevant policies.

Assess risks

Avoid purchasing products or services that are not suitable for your financial situation. Understand any associated risks, which your bank should clearly explain to you.
Choose appropriate products/services: Apply for products or services that meet your specific needs. Disclose all financial obligations to ensure the decision aligns with your ability to fulfill additional responsibilities.

Monitoring account activity

Regularly monitoring account transactions and statements is essential. It helps consumers detect any unauthorized or suspicious activity and report it to the bank promptly.

Protect your banking information

Never disclose your bank account details or sensitive personal and financial information to any third party.

Verify completed forms

Before signing or initialing any form presented to you, ensure that all required fields and numbers are completed. Never sign empty or partially completed forms.