1. We commit to embed fair dealing into our institution’s corporate culture and core values

i. We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;

ii. We will train all RWM’s staff attending to customers to provide quality advice and recommendation; and

iii. We will take customers’ feedback seriously and provide immediate constructive feedback to all our staff.

iv. We will ensure that all of our RWM staff are held accountable for upholding the principles of Fair Treatment of Financial Consumers as part of our collective business ethos.

2. We commit to ensure that customers are provided with fair terms

i. We will ensure that the terms in our contracts or agreements are fair, transparent and well communicated to customers;

ii. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language; and

iii. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

3. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products

i. We will provide customers with relevant and timely information in a product disclosure sheet and term sheet;

ii. We will disclose all key product features, fees and charges, risks and benefits in a clear and concise manner; and

iii. We will ensure critical terms are brought to customers’ attention and explained to customers.

iv. We will ensure that the product disclosure sheet/ product highlight sheet contains key information to the customer in order to make informed decisions and to facilitate comparison between products.

4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers

i. We will only conduct sales, advertising and marketing of our financial services and products approved by the bank with integrity and will not make false or exaggerated claims;

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

iii. We will ensure all our staffs remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.

5. We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances

i. We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;

ii. We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and

iii. We will ensure that our customers’ data and privacy are safeguarded at all times.

6. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner

i. We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;

ii. We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and

iii. We monitor and analyse complaint trends through effective root cause analysis, using insights to continuously improve our products, services, and processes

7. We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents

i. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;

ii. We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately  to the needs of vulnerable customers; and

iii. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.

For any enquires, you may contact us at:

HLB Contact Centre

Tel: 03-76268899

E-mail: HLOnline@hlbb.hongleong.com.my

If you wish to complain on the products or services provided by the Bank, you may contact

Customer Advocacy at:

Hong Leong Bank Berhad

Level 13A, Hong Leong Tower,

No. 6, Jalan Damanlela,

Bukit Damansara, 50490 Kuala Lumpur.

Tel : +603-7626 8821 / +603-7626 8802 / +603-7626 8812

E-mail : customerservice@hlbb.hongleong.com.my

If your query or complaint is not satisfactorily resolved by the Bank, you may contact

Bank Negara Malaysia LINK at:

4th Floor, Podium Bangunan AICB,

No. 10, Jalan Dato’ Onn,

50480 Kuala Lumpur

Tel : 1-300-88-5465

Fax : +603-2174 1515

For more information, please visit bnmlink.bnm.gov.my