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Our Customer Commitment Charter

What are the objectives of the Customer Commitment Charter?

Our Charter aims to build upon the core values of our business, and explains clearly the service commitments set out by the Society.

The Charter demonstrates our policy of building lasting relationships with customers, by treating them fairly and producing valuable products and services.

The Charter is a high level summary of principles, and further explains the rationale behind each of the Charter statements:

1. We will help customers to do business with us in the way which best suits them; by telephone, post, through any of our branches and agents via the internet.
2. We are committed to helping customers with special needs such as visual impairments and other disabilities.
3. We will continue to offer both a Mortgage and Savings Promise, so that customers know their savings, investments and borrowings are in safe hands.
4. Before launching any new products or services we will consider all risks from a customer perspective.
5. All of our literature will be written in a way which is clear, fair and not misleading and we will have no hidden charges.
6. We will contact customers with mortgages and general insurance at least once a year to provide them with an updated summary of their account.
7. We will provide customers who do not have the facility to check savings account details easily themselves with an annual summary of their account.
8. We will act on all complaints and will handle them in a timely and consistent manner.
9. We will do everything we can to ensure customers are fully aware of any commitment they are undertaking with us before they sign up to any terms and conditions.
10. We will proactively encourage customers to tell us how we are doing and we listen to all feedback received.

Why have a Customer Commitment Charter?

As a mutual, providing the highest level of customer service and a consistently high value range of products, it is of paramount importance. As well as this, the Financial Services Authority (FSA) has launched a major initiative entitled 'Treating Customers Fairly'. The values of this initiative mirror our own values of mutuality and fairness.