The Bank is committed to treating its customers fairly. To this end, the Bank has a TCF policy which seeks to apply in all of its dealings with its customers. Commitments outlined in this policy are applicable under normal operating conditions.

Our key commitments to you

• To act fairly and reasonably in all our dealings
• To help you understand our financial products and services
• To deal quickly and sympathetically when things go wrong

Interest Rates

You can find about our interest rates by looking at the notices in our branch, or by calling us or by visiting the section "Interest Rates" in this site. When you become a customer, we will give you information on the interest rates which apply to your accounts. You will also get the information on our website address for any change in the interest rates.

Terms and Conditions

When you become a customer or accept a product for the first time, we will give you the relevant terms and conditions for the service you have asked us to provide. All written terms and conditions will be fair and will set out your rights and responsibilities clearly.  We will only use legal or technical language where necessary.

Our terms and conditions can also be accessed in this website.

Cash Transactions

You should count notes and ensure accuracy before leaving the cash counter.

The branch may have restrictions on certain cash transactions and you are advised to check with the branch before contemplating any large cash transactions.

Fund Transfer

If you want to transfer money, we will give you:

• a description of the services and how to use them, the time involved in the remittance of funds and the reasons for possible delays
• the exchange rate applied when converting to another currency, and
• details of any commission or charges which you will have to pay.

If money is transferred to your bank account from abroad, we will tell you the original amount received and charges, if any at our end.

Cancelling Payments

If you want to cancel a payment or series of payments you have authorised, you should do the following:

• To stop payment of a cheque or cancel standing instruction given, you must inform us immediately. You may call us to inform about this, followed by a written confirmation. You may also send a written instruction directly to us, if you are unable to call us.
• To cancel a direct debit, you should inform us as above and notify the originator of the direct debit

What you can do to protect your Accounts?

Below are some of the tips to help prevent your accounts being misused.

Communication Link

Please make sure you let us know as soon as possible when you change your:

• name
• address
• phone number or
• e-mail address

Checking your Account

• We recommend that you check your statement regularly. If there is an entry, which seems to be wrong, you should tell us within six months of receiving the statement from us so that we can sort it out.
• In case the law enforcement or regulatory bodies need to investigate your account for any reason, you should cooperate with us on the matter.

Taking care

Taking care of your cheques, and other security information, is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

• Do not keep your cheque book where it will be accessible by unauthorised persons
• Do not keep the blank cheque leaves signed
• Do not allow anyone else to use your internet banking password or other security information
• Always learn your password and other security information, and destroy the notice as soon as you receive it
• Avoid writing down or recording your password or other security information
• Always take reasonable steps to keep your password and other security information secret at all times
• Never give your account details password or other security information to anyone
• If you are paying a cheque into a bank account you should draw a line through unused space on the cheque so any unauthorised person cannot add extra numbers or names.

What to do if you lose your cheque book?

• It is essential that you tell us as soon as you can if you suspect or discover that you have lost or misplaced your cheque book
• The best way of telling us about the loss will usually be by phone, using the numbers we have given you, followed by an e-mail (with scanned copy of your written request) sent to the address
• Alternatively, you may send a written communication to us immediately.