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• We ask the questions that elicit the customer's real needs and fully disclose to them all
information relevant to the product, including all charges
• We take special care to avoid any situation in which our personal interests may conflict with
those of our customers or of the bank, and we follow the appropriate procedures in any such
cases, including but not exclusively:
o We declare such an interest, if it arises, to management and take ourselves out of the
decision-making process, unless otherwise agreed with the customer
o We accept or provide entertainment or gifts only if they are not intended to
compromise independent decision making, are small in value and comply with
applicable laws and regulations.
o We don't deal in the shares or other financial instruments of any company if we have
'inside information' about that company. In any case, share dealing or personal
investment in any company is subject to strict permission and reporting requirements.
o We are actively discouraged, and in certain cases not permitted, to engage in any
other business or outside employment or to act as a company officer in a personal
capacity in an external commercial company.

• We ensure to contain and control access to confidential data both internally and externally on the
basis of appropriate business needs.

• We ensure to contain and control access to confidential data both internally and externally on the
basis of appropriate business needs.
7.4 OUR CUSTOMERS: SOME EXAMPLES OF OUR CUSTOMER STANDARDS

7.4.1 Treating customers fairly
We act honestly, fairly and professionally with the best interests of our customers in mind. This
requires us to act with due skill, care and diligence, and within the boundaries of our limits and
authority.

We never mislead our customers about any product or service, nor will we ever exert undue pressure
or influence on our customers.

Customer complaints are handled speedily, efficiently and fairly, according to the agreed procedures
for our business area.
7.4.2 Dealing with authorised representations
From time to time, business units or individuals within the bank may be contacted directly by public
representatives in connection with bank or customer-related matters. It is important that we deal
professionally, promptly and consistently with such contacts.

We must not, in any circumstances, disclose customer or other confidential information without the
appropriate authority.

If there is any doubt as to how to address such contacts, we should refer the matter to our line
executive.

7.4.3 Providing advice or financial support
No one in the Company is permitted to provide professional advice to a customer unless qualified
and specifically authorised to do so. All those accredited under regulatory requirements such as the
Minimum Competency Code must maintain that accreditation through compliance with Continuing
Professional Development (CPD).

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