Treating Customers Fairly

Purpose

At Commsave Credit Union Treating Members Fairly has always been at the heart of how we operate, and how all staff must have our members at the centre of everything they do.

Treating our members fairly has always been at the heart of our core strategies.  Member’s needs are the priority of everything we strive to achieve as an organisation.

All staff have been given this document and have been given the opportunity to read and understand the Treating Members Fairly policy statement, and the standards of service that members can expect from us and them as a member of staff.

To ensure that our vision is being achieved throughout the organisation, various measures are recorded and monitored on a regular basis.

The results form part of the staff performance bonus scheme, in recognition of ensuring that they deliver the vision of Commsave throughout all their daily duties, and that it forms part of their personal goals set out in their annual development reviews.

Behaviours

• Commsave will listen to members, understand what is important to them and aim to improve the services according.
• No member will be the subject of cold calling initiatives or will be pressurised into entering a particular service without being fully aware of the associated terms and conditions.
• Commsave will ensure that all members fully understand the implications of entering a specific service or contract as well as fully understanding the impact of future decisions which may amend original contracts etc.
• All members will be kept up to date with relevant product / service information and updates in a clear and concise manner through a variety of communication channels i.e. member mailing, website, AGM etc.

Policy

At Commsave treating members fairly will be central to how we operate and a key strategic goal. All Credit Union colleagues, directors and volunteers will have our members at the heart of everything they do.

• All staff, directors and volunteers will be provided with this document. They shall be given the opportunity to read and understand the standards of service that members can expect from us and them as a representative of the Credit Union.

• To ensure this policy is being achieved throughout the organisation, the Credit Union will undertake several internal checks and processes. These are centred around member fairness. This includes complaint root cause analysis and acting on member feedback.

• The results of these will form the basis for feedback. This feedback, along with any action plan, will seek to ensure that we deliver the values of Commsave throughout all of their daily duties

Statement

“Treating our members fairly will always be at the heart of Commsave. Member needs are the priority of everything we strive to achieve in a friendly, ethical and professional manner.”

Our members

Our priority is to provide members with excellent value products and services in an ethical manner. We are committed to ensuring our members, want to take advantage of our products and services and recommend us to their families and colleagues.

We treat our members fairly and deliver high quality products and services throughout their relationship with us.

Our Products and Services

We endeavour to produce literature that is clear and easy to understand; ensuring that it does not contain any hidden conditions and complex technical definitions.

We listen to our members, understand what is important to them and aim to improve services accordingly.

Our Staff

Our staff are crucial to delivering a positive member experience and treating members fairly.  Our culture is to encourage and support through training and leadership to help our staff deliver this.

Our Volunteers/Directors

Our volunteers and directors are committed to treating members fairly as our reputation and success are dependent on member satisfaction. We will strive to meet the needs of our members and lead by example.

Our six key promises ensure every member is treated fairly at every stage of their dealings with us, now and in the future -

• You can be confident that when dealing with Commsave, your fair treatment is central to our culture.
• Our priority is to provide our members with good value products and services.
• The products and services offered by Commsave are designed to meet the needs of our members.
• We will treat members fairly and deliver high quality products and services throughout their relationship with us.
• Commsave will provide you with clear information and will keep you informed throughout your dealings with us.

You can expect that all services provided by us will be as described within our policies and literature.