1.
BSN Treat Customer Fairly Charter (TCF) can be found in the Bank's __________.
2.
Principle 3 of FTFC states that the Bank must provide financial consumers with clear, __________ and timely information on financial services and products.
3.
In giving advice and recommendation to our customers, we must highlight to financial consumers that any inaccurate information provided by the financial consumers would affect the __________ of the recommendation or advice.
4.
One of BSN's promise in delivering fair treatment to our customers is to ensure that customers are provided with fair and __________ terms.
5.
To effectively manage customer's complaint - the Bank will monitor and evaluate complaints nature and trends, analyse complaints received through effective monitoring and __________ analysis.
6.
The Bank shall have controls in place to ensure that its staff, representatives and agents preserve the confidentiality of the information disclosed by financial consumers. This statement relates to Principle __________ of FTFC.
7.
As BSN staff, we need to uphold high standards of __________, integrity and professionalism in all dealings with financial consumers.
8.
One of the objectives of FTFC is to promote a culture where the interests of financial consumers are an integral part of the Bank’s business strategies and __________.
9.
The __________ is responsible to approve the BSN FTFC Policy.
10.
FTFC aims to raise standards in the way BSN carry out our businesses that will benefit consumers and increase their __________ and confidence in the Bank.
11.
Staff regularly reminded of their responsibility to __________any observations of poor treatment of financial consumers.
12.
The bank conducts training for appointed ___________ debt collectors which includes the emphasis on preserving the confidentiality of customer information.
13.
Financial consumers are given __________ time to read and understand the information they are provided with before a purchasing decision is made or confirmed.
14.
The Bank regularly provides customised and refresher training to staff on financial services or products and relevant internal __________.
15.
Staff handling financial consumer complaints are given __________ training and guidance to ensure complaints are handled objectively.
16.
senior Management regularly reviews a sample of response letters to financial consumers to check the appropriateness and __________ in the decisions on complaints.
17.
The Bank conducts financial consumer surveys to assess the quality and __________ of the Bank’s complaints handling process.
18.
The Bank must ensure that financial consumers are provided with fair terms in ___________ with the financial consumers.
19.
The Bank must handle financial consumer complaints __________, fairly and effectively.
20.
The Bank uses plain language in contracts to __________ financial consumers’ understanding on their right and obligations.
