1.
BSN Treat Customer Fairly Charter (TCF) can be found in the Bank's ____________________________________________.
2.
The ___________________________________ is responsible to approve the BSN Fair Treatment of 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.
There are _________________________________ principles of FTFC stipulated in Bank Negara Malaysia Policy Document of FTFC.
5.
Under the Principle 1 of FTFC, the Board and senior management must set clear expectations on FTFC and ensure it is embedded in the Bank’s corporate _______________ and core values.
6.
Good practices for Principle 1 of FTFC states that the Bank shall provides an escalation mechanism which preserves the ________________ of staff identity and information shared for staff to raise issues concerning unhealthy business practices/wrong doing.
7.
Principle 2 of FTFC states that the Bank must ensure that financial consumers are provided with fair terms in _______________ with the financial consumers.
8.
As stated in good practices for Principle 2 of FTFC, the Bank shall use plain language in contracts to facilitate financial consumers’ _______________ on their rights and obligations.
9.
Principle 3 of FTFC states that the Bank must provide financial consumers with clear, _______________ and timely information on financial services and products.
10.
BSN promotional materials that include comparisons with other financial products that do not share similar features/provide over-optimistic __________ on expected returns of the financial product is an example of poor practices to Principle 3 of FTFC.
11.
Financial consumers shall be provided with _______________ time to read and understand the respective information before a purchasing decision is made or confirmed.
12.
Principle 4 of FTFC highlighted that the Bank must ensure its staff, representatives and agents exercise due care, skills and _______________ when dealing with financial consumers.
13.
An example of poor practices related to Principle 4 of FTFC is when BSN staff / representative promotes a financial service or product by focusing on its advantages, without highlighting the related _______________.
14.
As BSN staff, we need to uphold high standards of _______________, integrity and professionalism in all dealings with financial consumers.
15.
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.
16.
In ensuring BSN staff providing advice and recommendation that are _______________ to financial consumers, the Bank shall regularly provides customised and refresher training to staff on financial services or products and relevant internal policies.
17.
In giving advice and recommendation to our customers, we must highlight to financial consumers that any _______________ information provided by the financial consumers would affect the suitability 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 be given appropriate _______________ and guidance.
20.
One of the good practices outlined for principle 6 of FTFC is for Senior Management to regularly reviews a sample of response letters to financial consumers to check the appropriateness and _______________ in the decisions on complaints.
