Quality of products and services
We guarantee the high quality of our services; when dissatisfied, the client does not have to pay for the service. Clients have an opportunity to try out the most common services free of charge on a non-committal basis. In the case of changes in the price list or the conditions of the service (at all times in compliance with the relevant laws and regulations), clients are given time enough to try out everything and they can request the refund of the fees and charges when dissatisfied. Should we fail to meet their expectations we seek to find a solution and offer a product or service that the client finds convenient.
We respect the individual needs of each and every client and all our clients have access to their personal relationship manager. Our branches are staffed with broad-ranging teams of specialists and we also have customer call centres working on a 24/7 basis. In a number of branches, we are also able to provide convenient services to clients with impaired hearing thanks to the eScribe service.
We regard all complaints and claims as opportunities to improve the client’s experience, although this is not feasible at all times, naturally. We always try to understand and empathise with the client, request information and documents for each case and assess it on its merits. Whenever feasible, we reach out to our customers, seeking to renew their confidence and turning dissatisfied clients into satisfied clients again.
We have added a tool designed for protection against specific threats such as phishing and malware and for countering attempts at key logging. We recommend our clients to install Trusteer Rapport in their computers; this tool significantly reduces the risks inherent in internet use and protects against login data abuse.