Extra Care

1. Fair Dealing

We are committed to ensuring that our Customers are confident that they are dealing with an organization where fair treatment and consideration of their best interest is central

to CIMB Group’s culture and core values:

i. We will be consistent in delivering fair outcomes to all our Customers on a best-effort basis.

ii. We will train our staff, representatives, and agents to act with competence, fairness, and integrity in their dealings with our Customers.

iii. We will integrate Treating Customers Fairly outcomes into all aspects of our governance and operations to uphold our commitment to our Customers.

iv. We will ensure that all debt collection and recovery activities undertaken by our staff, representatives, and authorized agents are conducted fairly, ethically, and respectfully, without harassment, intimidation, or abusive practices.

2. Flexibility through fair terms

We are committed to ensuring that our contract terms are fair to our Customers and are communicated clearly and in a timely manner. Additionally, we will ensure that our Customers do not face any post-sale barriers imposed by CIMB Group to change the product, switch provider, or submit a claim.

i. We will ensure that our contract terms are fair and clearly spell out any settlement and cancellation clauses and our Customers are given sufficient time and information to evaluate and compare the risks and merits.

ii. We will ensure that our Terms and Conditions set out the respective rights, liabilities, and obligations clearly and as far as possible in plain language.

iii. We will ensure that the Terms and Conditions in contracts or agreements are not altered without prior notification to our Customers.

iv. We will ensure that our fees, charges, and penalties are fair, reasonable, and transparent, and compliant with applicable laws and regulations.

3. Transparency

We are committed to ensuring that our Customers are provided clear, relevant and timely information to make informed decisions before, during, and after the point of sale, i.e. at the pre-contractual stage, at the point of entering into a contract, and during the term of the contract.

i. We will ensure that our product and service propositions are presented to our Customers in a structured and transparent manner that will give them clarity to facilitate informed decision-making.

ii. We will explain the key product or service features, pertinent Terms and Conditions, fees, charges, risks and important exclusions or limitations associated with the product or service in plain language to ensure our Customers understand every aspect of the product or service.

iii. We will break down the complexity of our products or services in our effort to ensure that our Customers have a clear, holistic and complete view of our products or services.

4. Needs-based solutions

We are committed to ensuring that our staff, representatives and agents exercise due care, skill, diligence and practice needs-based solutions. That our products and services are marketed and designed to meet the needs of our Customers.

i. We will ensure our staff, representatives, and agents carry out their duties and responsibilities with due care, skill, and diligence in accordance with professional ethical standards.

ii. We will avoid or clearly disclose actual or potential conflicts of interest.

iii. We will ensure staff, representatives, and agents’ remuneration take into consideration whether key performance indicators relating to fair treatment of our Customers have been achieved.

5. Suitable advice and recommendations

We are committed to ensuring that when our Customers receive any recommendation on our products and services, the advice and recommendations are suitable and take into account their circumstances.

i. We will ensure that any recommendations given are based on the Customers’ financial objective, knowledge and experience, and are reasonable and provided in the long-term best interest of our Customers.

ii. We will give sufficient information that helps our Customers make informed decisions about the products and services that best meet their needs.

iii. We will ensure that our Customers’ data and privacy are safeguarded.

6. Peace of mind

We are committed to ensuring that our Customers’ data and privacy are safeguarded and that they do not face any barriers to submitting feedback or making a complaint.

i. We will ensure that our processes and controls are reviewed periodically in our effort to keep our Customers’ information safe and protected at all times.

ii. We will ensure that all Customer complaints and claims are addressed fairly, promptly, and effectively, with a specific timeline for resolution.

iii. We will take appropriate measures to safeguard our Customers' funds and financial transactions against fraud, unauthorized activities, and misuse, and provide timely assistance, fair investigation, and appropriate remedies when incidents occur.

7. Fair and equitable treatment of Vulnerable Customers

We are committed to taking appropriate actions to ensure that the vulnerable segment, including staff, representatives, and agents are treated fairly and equitably.

We will assess the needs of Vulnerable Customers in our customer base and target markets and implement appropriate practices to meet the needs of our Vulnerable Customers.

We will ensure that our staff, representatives, and agents are well-trained to recognize, assess and respond appropriately to the needs of Vulnerable Customers, and

We will continue to monitor, evaluate, and improve our ability to treat Vulnerable Customers fairly and equitably.

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EXTRA CARE

Treating Customers Fairly

1. Fair Dealing

2. Flexibility through fair terms

3. Transparency

4. Needs-based solutions

5. Suitable advice and recommendations

6. Peace of mind

7. Fair and equitable treatment of Vulnerable Customers

Sustainability Reports

EXTRA CARE

Treating Customers Fairly

1. Fair Dealing

2. Flexibility through fair terms

3. Transparency

4. Needs-based solutions

5. Suitable advice and recommendations

6. Peace of mind

7. Fair and equitable treatment of Vulnerable Customers

Sustainability Reports

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