Sharia Compliance

We are a Sharia-compliant institution and are guided at all times by the principles of Sharia in all our products, services and transactions that we offer you.

Ethical Conduct

We value the trust that our customers place in us and are committed to safeguarding this privilege by adhering to the highest ethical standards. We will act professionally, fairly, honestly, and with integrity at all times.

We will ensure that all our customer interactions are free from undue pressure or influence and that customers choices are not restricted through unreasonable barriers.

Transparency

We recognize that transparency is fundamental to empowering our customers, enabling them to make informed decisions and build lasting trust in our services. We are committed to being transparent in each and every interaction with customers. We will provide up-to-date, clear, accurate, and accessible information and disclosures about our products, services, and terms, including fees, charges, risks and limitations, and customer rights and responsibilities.

We shall also ensure that customers are not misguided by the staff of the Bank in choosing the products that suit their needs; rather, they will be offered the full range of the available products that cater to their requirements, helping them to make an informed decision.

Equality, Respect and Access

We are committed to fostering a supportive and inclusive banking environment where our customers feel valued and secure in their interactions, promoting trust and customer satisfaction. All customers will be treated equally with dignity and respect. Customers will have fair access to our applicable products and services, irrespective of their age, gender, ethnicity, background, identity, financial status, or any other personal characteristics. We shall also strive to make reasonable accommodations to meet different needs, especially for vulnerable customers.

Privacy and Data Security

We are committed to protecting customer privacy and maintaining robust data security measures to safeguard sensitive customer information. We implement robust security measures to safeguard customer data and comply with all applicable data protection regulations. Any personal and/or financial information provided to us is secure and protected and only used for the purposes which we have agreed with and explained to our customers. Customers can be rest assured that we will never share customer information with any external third party unless we have the customer’s consent or are required to do so by law.

Customer Complaints

We view customer complaints not just as issues to be resolved but as vital feedback that confirms our continuous commitment to improve and uphold the highest standards of service. All complaints will be taken seriously. We have an effective complaints management process which ensures customers receive timely responses and fair resolutions of their complaints. Feedback from complaints data will be used to enhance our services and processes.

Products and Services

We are here to serve our customers and support them in meeting their diverse financial goals. In designing our products and services, we commit to prioritising the needs and wellbeing of our customers, ensuring each offering is ethical, understandable, transparent and Sharia-compliant. Our products and services are designed and marketed in a responsible and Sharia- compliant manner.

Service Standards

We aim to ensure a positive customer experience in every interaction with us and provide clear information about what customers can expect. We have set service standards, which we monitor to ensure customers receive a consistent and reliable service.

Errors and Omissions

We are committed to taking swift, fair action to correct any errors or omissions that may occur in our dealings with customers. We will take measures to prevent the reoccurrence of any such errors and omissions.

Education and Awareness

We recognise that informed customers are empowered to make decisions that best suit their needs and protect their interests. We are committed to educating our customers and enhancing awareness in relation to financial and banking matters and fraud through various programs. Through these programs, we aim to help existing and future customers develop the financial literacy and confidence to better understand risks and opportunities and make informed choices.

We are also committed to educating our customers about the options available to them in terms of the services and products that they opt for on both the depository as well as the assets’ sides to ensure that they are treated fairly and equally without any discrimination.