Client Communication Standards

Purpose

This document establishes the Bank's standards for all client-facing communications. Consistent, professional, and compliant communication is essential to maintaining client trust, protecting the Bank's reputation, and meeting regulatory disclosure requirements.

Scope

These standards apply to all written and verbal communications with clients, including letters, emails, secure messages, telephone calls, in-person meetings, marketing materials, and digital notifications. They apply to all staff across branches, head office, and centralised operations.

General Principles

Professionalism: All communications must reflect the Bank's corporate identity and values. Language should be formal, courteous, and free of jargon unless the client is a financial professional.
Clarity: Communications must be clear, concise, and easily understood by the intended recipient. Complex financial concepts should be explained in plain language.
Accuracy: All information provided to clients must be factually correct and current. Staff must verify details before issuing any communication.
Timeliness: Communications must be issued within the timeframes defined by the applicable SLA or regulatory requirement.
Confidentiality: Client information must be handled in strict accordance with the Bank's Data Protection Policy and applicable privacy regulations.

Channel-Specific Standards

Written Correspondence (Letters)

Must be printed on official Bank letterhead.
Must include the Bank's registered address, regulatory licence number, and the contact details of the issuing officer or department.
Must be signed by an authorised officer (wet signature or approved electronic signature).
Sent via registered mail for regulatory notices, account closure confirmations, and legal correspondence.

Email Communications

Must be sent from an official Bank email address (@bank.com domain).
Must include the Bank's standard email disclaimer and confidentiality notice in the footer.
Sensitive information (account numbers, balances, personal data) must not be included in the body of unsecured emails. Clients should be directed to the secure messaging portal for such information.
Attachments containing client data must be password-protected, with the password communicated via a separate channel.

Telephone Communications

Staff must identify themselves by name and department at the beginning of each call.
Identity verification must be completed before discussing any account-specific information, following the Bank's telephone authentication protocol (minimum three security questions).
All calls to and from the Client Services Centre are recorded. Clients must be informed of the recording at the beginning of the call.

Secure Messaging (Online/Mobile Banking)

Secure messages are the preferred channel for exchanging sensitive information with clients.
Response times are governed by the Client Services SLA (within 4 hours during business hours).
Messages must be professional in tone and free of abbreviations or informal language.

Regulatory Disclosures

Certain communications require mandatory regulatory disclosures. Staff must ensure the following are included where applicable:

Communication Type	Required Disclosure
Product offers and marketing	Risk warnings, fee disclosures, regulatory licence information
Account statements	Deposit insurance coverage notice
Complaint responses	Client's right to escalate to the external ombudsman
Interest rate changes	Advance notice period (minimum 30 days), effective date, client's right to close without penalty
Fee schedule changes	Advance notice period (minimum 60 days), effective date

Prohibited Practices

Providing investment advice or product recommendations without the requisite regulatory authorisation and qualifications.
Making guarantees or promises regarding investment returns or product performance.
Using personal email accounts, messaging applications, or social media to communicate with clients about banking matters.
Sharing client information with third parties without the client's explicit written consent or a valid legal basis.
Using language that could be construed as discriminatory, offensive, or misleading.

Quality Assurance

The Client Services Quality Assurance (QA) team conducts monthly reviews of a random sample of client communications (letters, emails, call recordings, secure messages) to assess compliance with these standards.
QA findings are reported to the Head of Client Services and incorporated into staff training and performance evaluations.
Staff who consistently fail to meet communication standards are required to complete remedial training.