1. The Fair Lending Practice Code (FLPC) shall contain important declarations from us, the spirit of which pervades the entire FLPC provisions.

2. The Bank declares and undertakes:

1. To provide in a professional manner, efficient, courteous, diligent and speedy services in the matter of retail lending.
2. Not to discriminate on the basis of religion, caste, sex, descent or any of them.
3. To be fair and honest in advertisement and marketing of Loan Products.
4. To provide customers with accurate and timely disclosure of terms, costs, rights and liabilities as regards loan transactions.
5. If sought, to provide such assistance or advice to customers in contracting loans.
6. To attempt in good faith to resolve any disputes or differences with customers by setting up complaint redressal cells within the organization.
7. To comply with all the regulatory requirements in good faith.
8. To spread general awareness about potential risks in contracting loans and encourage customers to take independent financial advice and not act only on representations from banks.

3. Product Information

• A prospective customer would be given all the necessary information adequately explaining the range of loan products available with the Bank to suit his / her needs.
• On exercise of choice, the customer would be given the relevant information about the loan product of choice.
• The Customer would be explained the processes involved till sanction and disbursement of loan and would be informed of timeframe within which all the processes will be completed ordinarily at our bank.
• The Customer would be informed of the names and phone numbers of branches and the persons whom he can contact for the purpose of loan to suit his needs.
• The Customer would be informed the procedure involved in servicing and closure of the loan taken.

4. Interest Rates

Interest Rates for different loan products would be made available through and in any one or all of the following media, namely:

• In the Bank’s Website
• Through prominent display in the branches and at other delivery points
• Through other media from time to time
• Customers would be entitled to receive periodic updates on the interest rates applicable to their accounts.

5. Revision in Interest Rates

• The Bank would notify immediately or as soon as possible any revision in the existing interest rates and make them available to the customers.
• Interest Rate revisions to the existing customers would be intimated within 7 working days from the date of change through notifications in the Bank’s Website / media / notice board at branches.

6. Default Interest / Penal Interest

The Bank would notify clearly about the default interest/penal interest rates to the prospective customers.

7. Charges

• The Bank would notify details of all charges payable by the customers in relation to their loan account.
• The Bank would make available for the benefit of prospective customers all the details relating to charges generally in respect of their loan products.

8. Accounting Practices

• The Bank would provide regular statement of accounts, unless not found necessary by the customers.
• The Bank would notify relevant due dates for application of agreed interest, penal interest, default interest, and charges if they are not mentioned in the Loan applications, documents or correspondence.
• The Bank would notify in advance any change in accounting practices which would affect the customer before implementation.

9. Information Secrecy

• All personal information of the customer would be confidential and would not be disclosed to any third party unless agreed to by customer. The term “Third party” excludes all Law enforcement agencies, Credit Information Bureaux, Reserve Bank of India, other banks/ financial and lending institutions.
• Subject to the above, customer information would be revealed only under the following circumstances:
  1. If our Bank is compelled by law
  2. If it is in the Public Interest to reveal the information
  3. If the interest of the Bank require disclosure