Our approach to the Duty

Working with consultants we’ve completed a gap analysis, identifying areas of focus and a review structure for our program. We’re applying a group-wide thematic approach aligned to the six key review areas:

  • Considering fair value across all products and services
  • Testing of customer understanding of key communications
  • Tailoring of customer communications
  • Group communications framework
  • Demonstrating customer support and service levels meet the needs of customers
  • Defining (reasonable) foreseeable harm

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