Treat Customer Fairly Charter
At Paydee, we are committed to helping our customers to achieve good financial outcomes. We believe in building a long-term and mutually beneficial relationships with you, and to deliver the services and products in a fair manner. This Charter sets out our commitment to provide the highest standards of fairness in all our dealings with all our customers.
1. We commit to embed fair dealing into our institution’s corporate culture and core values
a) We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products that we deem suitable to our customers’ financial circumstances; and
b) We will train all staff attending to customers to treat the customers in a fair and helpful manner.
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2. We commit to ensure that customers are provided with fair terms
a) We will ensure that the terms in our contracts or agreements are fair and transparent; and
b) To the extent possible, we will ensure that the terms and conditions set out the respective rights, liabilities and obligations in plain language.
3. We commit to ensure that customers are provided with clear and relevant information on financial services and products
a) We will provide customers with relevant information in a product disclosure sheet; and
b) We aim to disclose key product features, fees and charges, risks and benefits in a clear and concise manner.
4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers
a) We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims or promises.
5. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner
a) We will have in place a proper and well documented complaints handling process; and
b) We aim to respond to queries and complaints in a timely manner.