Treating customers fairly

At Norwich and Peterborough, we aim to treat all of our customers fairly. Honesty, openness and transparency are all very important to us, as is honouring our promises.

These are the principles set out by the Financial Services Authority for treating customers fairly that are embedded in our business:

• Conducting business with integrity
  Our customers can be confident that treating them fairly is central to our corporate values.
• Conducting business with due skill, care and diligence
  We aim to design all of our products and services to meet the needs of customers and only to recommend products that are appropriate for a customer.
• Considering the interests of our customers and treat them fairly
  We will provide our customers with clear information and keep them appropriately informed before, during and after a sale.
• Considering the information needs of our customers and communicating information to them in a way that is clear and not misleading
  Where customers receive advice, we will ensure that it is suitable and that it takes account of their circumstances.
• Manage conflicts of interests fairly between both N&P and its customers and between customers
• Take reasonable care to ensure the suitability of our advice and discretionary decisions for any customer who is entitled to rely on our judgement