Principles

• Communication and responsiveness – to act with due efficiency and economy and in a timely manner, providing you with specific customer contact points who have the necessary experience and expertise. If we need more information or resource before we can deal with a request, we will say so. The information we provide to you, in writing where practicable, will be clear and accurate.
• Management of information – to improve upon, constantly, how we make information available to you. We also treat confidential information appropriately.
• Charges and resourcing – to indicate clearly whether charges apply, and if they do, to make them fair, consistent and transparent.

These principles have been applied to actual procedures that have been put in place for doing business with us. The procedures are intended to make our dealings with you are clear, thorough and fair.

The Code of Practice provides the foundation to all of our relationships with you as a potential customer. Nevertheless, we recognise that behaviour is just as important, so we look to follow the spirit as much as the letter of the Code of Practice.