The Code of Fair Treatment

This Code reflects our values and defines our commitment to ensuring fair outcomes for all customers throughout their relationship with us.

The Code aims to:

Provide you with clear information about our products, services and processes
Protect your rights and interests
Ensure access to effective complaint resolution mechanisms
Promote transparency, accountability and ethical conduct

Culture and Governance

Fair treatment is embedded within our governance framework and organisational culture.

CBI conducts its business honestly, fairly and professionally at all stages of the customer relationship. We maintain independent oversight functions to monitor conduct standards, service quality and complaint handling.

Special consideration is given to vulnerable customers to ensure fair and equitable access to banking services.

Product and Service Design

Our products and services are designed responsibly to meet the needs of clearly identified customer segments.

We assure you that:

Products are developed in line with regulatory requirements and internal governance standards
Risks, features and suitability are carefully assessed
Marketing communications are clear, accurate and not misleading
The customer experience is considered at every stage of the journey

Supporting Customers with Special Needs

CBI is committed to providing inclusive banking services.

We assure you:

Accessible premises and alternative service channels
Staff training to support customers with disabilities
Equal and fair access to financial services on reasonable terms

Transparency and Disclosure

We provide clear, accurate and timely information before, during and after the sale of any product or service.

Our commitment includes:

Full disclosure of fees, charges, risks and key terms
Clear explanation of customer rights and responsibilities
Transparent pricing and disclosure of any applicable penalties or charges
Suitable and relevant guidance aligned with customers’ needs and circumstances
Strict prohibition of mis-selling, misrepresentation or unfair practices

Education and Awareness

We promote financial literacy and informed decision-making.

CBI:

Provides educational materials and awareness initiatives
Explains product features, benefits and associated risks clearly
Encourages customers to ask questions and seek clarification before making decisions
Supports customers in understanding their financial rights, obligations and responsibilities

Service Standards and Performance

We are committed to delivering our services efficiently and professionally.

Our service framework ensures:

Clearly defined service standards and turnaround times
Ongoing monitoring of service quality and operational performance
Prompt identification and correction of errors
Continuous staff training on products, customer service and conduct standards

Customer Complaints and Feedback

Your feedback is important to us.

Customers have the right to:

Raise complaints or disputes regarding any product or service
Receive fair, independent and timely resolution of complaints
Obtain regular updates on the status of their complaint
Escalate complaints in accordance with regulatory guidelines

We analyse complaint trends to improve our products, services and internal processes.

Data Protection and Privacy

We are committed to protecting your personal and financial information in accordance with applicable laws and regulations.

We assure you of:

The confidential and secure handling of customer information
Secure systems, strong controls and restricted access to data
Use of customer information solely for legitimate and authorised banking purposes
No sharing of information without consent, unless required by law
Firm measures taken in cases of privacy breaches

We also manage conflicts of interest transparently and take all reasonable steps to prioritise our customers’ best interests at all times.