Bank AL Habib is committed to treat customers fairly and our Fair Treatment of Customers (FTC) policy is driven by following principles:

• Customers are dealt with fairness and courtesy.

  Impartial and Just Dealing- Customers shall be treated fairly, and services be provided within defined “Service Standards” with courtesy. Senior citizens and differently able persons shall be provided special treatment in services.

• Clear & Timely Disclosure

  The Bank must make adequate and timely disclosures about its product/services (including third party products) in simple English and Urdu language. Further, Schedule of Charges to be in a clear, easy to understand format and available in English and Urdu Language (where possible).

• Financial Education and Awareness

  The bank shall help out its existing and potential customers in developing knowledge, skills and confidence to appropriately understand the risks, including financial risks and opportunities. Further, the product brochures shall be available at branches and on websites for products and services offered to customers.

• Behavior and Work Ethics

  Bank shall always work in a professional manner attaching highest possible priority to protection of its customers interests. It shall provide prompt services in a courteous and fair manner through all branches. Moreover, prompt and satisfactory support to customers via 24/7 Call Center and ATM services (excluding downtime, if any) shall also be ensured .

• Protection against Fraud and Invasion of Privacy

  Ensure controls and processes to prevent data theft or any activity related to illegal funds transfer via any means. Moreover, proper mechanism to keep customers' personal and financial information secured and safe shall be there.

• Complaints Handling

  Bank shall ensure that a fair, accessible, , independent, accountable transparent, timely and efficient complaint resolution mechanism is in place in line with the "Regulatory Requirement and Consumer Grievance Handling Mechanism Policy” approved by the Bank’s BoD.

• Competition

  It must be ensured that existing as well as prospective customers can quickly and clearly look for, compare and when necessary, switch between products/ services at a fair price.

• Market Conduct

  Bank shall uphold highest ethical standards in all market interactions, proactively preventing market manipulation, avoiding collusive practices, and safeguarding consumer confidence. Further, Bank shall not be complacent towards taking necessary actions to ensure responsible banking conduct.

• Consumer Feedback

  Bank shall conduct surveys from customers/employees to gauge satisfaction level with products and services.