39. Statement as to Standards of Banking Service

The Bank is committed to providing the Account Holder with a banking service of the highest quality. However, the Bank recognises that occasionally an error may occur. If this should happen, the Account Holder should notify the Bank as soon as possible after discovering the error. The Bank will then take immediate action to put matters right to the Account Holder's satisfaction. If however, the Account Holder feels that their complaint has still not been satisfactorily resolved, they should thereafter notify the Bank to this effect in writing. Such notification should be made as soon as possible but in any event within twenty eight days of the Account Holder's original notification to the Bank of the error. Upon receipt of such notification by the Bank from the Account Holder, the matter will then be referred as soon as possible to a director of the Bank for consideration at the highest level and any decision subsequently reached by the Bank will be notified by the Bank to the Account Holder as soon as possible thereafter.

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