We make the following commitments:
A responsible bank that treats
• We will ensure we are fair to our customers
in the fees and charges we apply. We seek to
achieve this by ensuring we always explain fees
and charges in plain language that customers
• We will help customers in financial difficulty. We
seek to achieve this by:
-- Helping customers access guidance and
support when they are in financial difficulty.
-- Adopting a responsible approach to lending
and providing information to help customers
recognise borrowing patterns that appear
unsustainable or irresponsible.
-- Helping customers to avoid financial
problems through the support of financial
• We base pay and rewards for branch and
customer service staff on quality of service,
good customer outcomes and control of risk rather
than volume of sales.
• We will involve our customers in designing and
improving our products and services to ensure
we treat customers fairly and meet their needs.
• We will create a set of design principles for new
products and services to ensure our products
and services, wherever possible, are aligned to
values and ethics while at the same time adding
value for customers.
Promoting economic and social
development in Britain
• We are proud of our roots in the co-operative
movement and are committed to the co-
operative values they embody. To that end, we
seek to support co-operatives, including through
our membership of Co-operatives UK.
• We seek to support charities and the broad
range of organisations involved in the Social
Enterprise sector that promote social and
economic development in the UK including:
-- Credit unions.
-- Community finance initiatives.