CONTENT
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Content
1
About this document
2
Objectives
3
Your rights and responsibilities in terms of the Code
3.1
Your rights
3.2
Your responsibilities
4
Our key commitments
5
Access to banking services
5.1
Acquiring a new banking product or service
5.2
Access to physical and
digital channels
5.3
Equal treatment
6
Vulnerable customers
6.1
Identifying
vulnerable customers
6.2
Our undertaking in terms of
vulnerable customers
7
Design of banking products and services for customers
8
Marketing, advertising, promotion and
loyalty
and
reward programmes for customers
8.1
Marketing and advertising of our banking products and services, 18 including loyalty benefits or promotions
8.2
Marketing of credit agreements governed by the NCA
8.3
Promotional competitions
8.4
Promotional offers
8.5
Loyalty
and reward
programmes
9
Our products
9.1
Choosing an account
9.2
Credit agreements
9.3
NCA credit agreements
9.4
Mortgage loans that are
NCA credit agreements
9.5
Vehicle finance that is
NCA credit agreements
9.6
Credit insurance for
NCA credit agreements
9.7
Suretyships
and
demand guarantees
10
Foreign exchange services and remittances
for customers
11
Identification and
verification
of
customers
12
Disclosures and terms and conditions for
customers
13
Copies of documents for
customers
14
Customer
confidentiality and privacy
15
Cards
and
PINs
16
Charges
and
fees
17
Interest
rates
18
Maintenance of banking products and services
19
Debit orders
19.1
Use of
debit orders
19.2
Stopping, cancelling or suspending a
debit order
19.3
Disputing
debit order
collections
20
Switching a
transactional account
to a new bank
21
Account statements
22
Protecting your account
22.1
Protecting your
devices
,
cards
, and
PINs
22.2
Safeguarding against
digital banking
risks
22.3
Safeguarding
personal information
provided to third parties
22.4
Lost and stolen
cards
or
devices
22.5
Responsibility for losses
23
Financial difficulties
for
personal customers
24
Debt enforcement and recovery for
NCA credit agreements
25
Setoff
26
Closing an account
27
Complaints resolution
28
The National Financial Ombud Scheme South Africa
29
Other handy contact details
30
Review of the code
31
Useful explanations
