FTC Policy
At U Bank, our vision is to become the preferred partner of our customers by providing a culture of fairness in customer dealing and the protection of customers. The purpose of this policy is to provide our customers quality and innovative range of banking products without discrimination, maintain fairness in charges, and clarity in communication, develop a service culture, and design an effective grievance-handling mechanism through a highly motivated and trained team of professionals.
FTC OBJECTIVES
Fair Treatment to Customers (FTC) is a policy mandated by the State Bank of Pakistan (SBP) and therefore at U Bank we strive to achieve the following:
To protect the interests of our customers at each stage of the product life cycle
To ensure that promotional material is accurate, truthful, clear, jargon-free, and appropriately targeted
To ensure that the sales staff has gone through training on all the products they advise on or sell, understand who they are and aren’t suitable for, and are encouraged to challenge product providers where they spot inconsistencies, ambiguities, or potential unfairness in the product literature or product features
To find ways to encourage non-sales staff to implement FTC in their day-to-day financial and non-financial activities
To ensure that customer complaints are assessed fairly, promptly, impartially, and in line with SBP guidelines and circulars issued from time to time
To ensure that FTC values, which are set and communicated by senior management, are supported by all staff and understood in the same way