Fair treatment is a requirement of the Financial Markets Conduct Act 2013. It is also inherent in the Christian faith principles that are central to Christian Savings’ purpose and values.
Our conduct needs to:
The above is known as the fair conduct principle.
Our Fair Conduct Programme explains how our policies, processes, and systems help Christian Savings live-out the fair conduct principle. It is founded on our values of Faith, Care, and Stewardship.
The Programme requires that we monitor how Christian Savings’ products are distributed and that the distribution channels operate in accordance with the fair conduct principle. Usually, we directly distribute our products to you, but if we have a third-party distributor, we get them to confirm their conduct toward you is also fair. We also make sure our product terms are the same across all distribution channels.
The Christian Savings’ staff members you interact with have a huge role to play in ensuring we treat you fairly. We have all agreed to embody the Christian Savings’ Code of Conduct, and we frequently update and refresh our understanding of the Code to ensure it is grounded in our values and is a foundation for our work. Our communications with you also need to be clear and understandable. If they aren’t, please let us know.
Our Programme also explains how we identify where our actions have fallen short of the fair conduct principle, how we resolve this, and how we use that information to better our systems and processes. There are many ways we will identify fair conduct issues: staff identifying an issue, via customer feedback or a complaint, or our internal conduct registers (which we regularly review) might start to show patterns of behaviour indicating a wider fair conduct issue.
Our Legal & Compliance team help to review and monitor any fair conduct issues, updating Senior Management and the Board as issues are identified and remedied. All fair conduct issues and their resolution plans will be reviewed and used to ensure our systems (and the Programme) are updated to better meet the fair conduct principle.
The above is only a brief summary of what our Fair Conduct Programme requires of us—just get in touch if you want any more detail on this.
If you ever think we haven’t acted fairly, please see the Complaints section for details on how to let us know.
If you ever think we haven’t acted fairly, please see the Complaints section for details on how to let us know.