As a responsible, regulated lender we put consumers at the heart of our business and are committed to delivering good outcomes for our members, and potential members. As part of meeting the Consumer Duty, we:
- provide products and services that are designed to meet customers’ needs, that we know provide fair value, that help customers achieve their financial objectives, and which do not cause them harm
- do not seek to exploit customers’ behavioural biases, lack of knowledge or characteristics of vulnerability
support customers in realising the benefits of the products and services they hold and acting in their interests without unreasonable barriers
- consistently consider the needs of our customers, and how they behave, at every stage of the product lifecycle
monitor and regularly review the outcomes that our customers are experiencing and take action to address any risks to good customer outcomes
- ensure that our Board takes full responsibility for ensuring that the Duty is properly embedded within the business.