1.
BSN Treat Customer Fairly Charter (TCF) can be found in the Bank's ______________________________________________.
2.
The ____________________________ is responsible to approve the BSN Fair Treatment for Financial Consumers (FTFC) Policy.
3.
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 __________.
4.
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.
5.
The Board and senior management must set clear expectations on FTFC and ensure it is embedded in the Bank’s corporate __________ and core values. This statement relates to Principle 1 of FTFC.
6.
Good practices for Principle 1 states that staff shall regularly reminded of their __________ to escalate any observations of poor treatment of financial consumers.
7.
Principle 2 states the Bank must ensure that financial consumers are provided with fair terms in ___________ with the financial consumers.
8.
As states in good practices for Principle 2, the Bank shall use plain language in contracts to facilitate financial consumers’ __________ on their rights and obligations.
9.
Statement for Principle 3 of FTFC states that the Bank must provide financial consumers with clear, __________ and timely information on financial services and products.
10.
One of BSN's promise in delivering fair treatment to our customers is to ensure that customers are provided with fair and __________ terms.
11.
Financial consumers shall be provided with __________ time to read and understand the respective information before a purchasing decision is made or confirmed.
12.
The Bank must ensure its staff, representatives and agents exercise due care, skills and __________ when dealing with financial consumers. This statement relates to Principle 4 of FTFC.
13.
Good practices for Principle 4 states that the bank shall conducts training for appointed external debt collectors which includes the emphasis on preserving the _________ of customer information.
14.
As BSN staff, we need to uphold high standards of ___________, integrity and professionalism in all dealings with financial consumers.
15.
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.
16.
The Bank regularly provides customised and refresher training to staff on financial services or products and relevant internal ____________.
17.
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.
18.
Principle 6 of FTFC states that the Bank must handle financial consumer complaints _________________, fairly and effectively.
19.
To ensure complaints received from financial consumers are handled objectively, staff handling complaints shall given appropriate ___________ and guidance.
20.
Senior Management regularly reviews a sample of response letters to financial consumers to check the appropriateness and __________ in the decisions on complaints.
