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Principle: We seek to treat customers fairly.
We seek to treat customers fairly in all interactions. We're committed to treating our customers fairly and being honest, transparent, appropriate and professional in all our interactions with them but we recognise that even with good intentions, issues can arise and so we have a clear complaints procedure if things go wrong.
We make sure that:
The information we provide is clear, accurate and easy to understand
We aim to give our customers the best possible service
We strive to deliver great service to our customers, so they're more likely to stay with us and recommend us to others
We strive to make sure that we conduct our customer marketing activities fairly and lawfully and that we respect their preferences
Be open, honest and transparent
Provide clear, complete and accurate information
Engage with customers about products and services relevant to them, and respect their marketing preferences
Make it easy for customers to contact us, and respond promptly when they do
Swiftly put things right if they go wrong
Communicate clearly and simply
Be consistent in doing what we say we'll do
Enable a fair outcome for the customer
Respect the privacy of our customers' personal information, and make sure it's protected