The Bank ensures an environment that protects the rights of financial consumers and implements measures under the conditions of fair treatment, disclosure and transparency, protection of consumer assets against fraud and misuse, data privacy, timely handling, and redress of complaints.

The Bank shall at all times adhere to the following Consumer Protection Standards of Conduct:

• Disclosure and Transparency. The Bank shall provide financial consumers all the information that accurately represents the nature and structure of the product or service, its terms and conditions, as well as its fundamental benefits and risks. It also applies to financial products and services offered electronically and to financial products catering to different market segments, with particular consideration to segments where financial knowledge may be limited.

a. Disclosure of information on financial products or services shall be available to the public through available channels of the bank.

b. The way information is disclosed, in advertising materials, terms and conditions, and other forms of communication are clear, concise, accurate, understandable and not misleading. Client segments with limited financial knowledge or certain disabilities or deficiencies that prevent them from reading or understanding the proposed written contract are given a clear verbal explanation of the terms and conditions, as well as its features, risks, and costs, in a language they can understand.

c. The Bank shall notify clients of any change in terms and conditions of the products/services not later than 60 days prior to effectivity of the change.

• Protection of Client Information. The bank has existing Information Security and Data Privacy policies to safeguard client information and Code of Conduct to ensure that all employees comply with these policies and infractions are properly dealt with.
• Fair Treatment. The Bank shall not discriminate against Clients on the basis of race, age, financial capacity, ethnicity, origin, gender, disability, health condition, sexual orientation, religious affiliation and practice, or political affiliation.
• Effective Recourse. Financial Consumers should be provided with accessible, independent, fair, accountable, timely, and efficient means for resolving complaints, inquiries, and requests about their financial transactions.
• Protection of Consumer Assets against Fraud and Misuse. The Bank shall provide financial education and awareness to clients by providing the necessary information on protection of their assets and prevention of fraudulent or unauthorized transactions. The Bank shall adequately inform Financial Consumers of their responsibilities, as users of financial products and services, and provide timely transaction notifications which are essential in curtailing and detecting fraudulent or unauthorized transactions.