5. SHOULD HELP THE CUSTOMERS TO USE ITS ACCOUNT OR SERVICE     BY:

a. Providing them appropriate updates.
b. Keeping them informed about changes in the interest rates, charges or terms and conditions.

6. SHOULD DEAL QUICKLY AND SYMPATHETICALLY WITH THINGS      THAT GO WRONG BY:

a. Correcting mistakes promptly and canceling any charges that it applies      due to its mistake.
b. Handling customers’ complaints promptly.
c. Advising customers how to take its complaint forward if they are still not     satisfied.
d. Providing alternative avenues within a reasonable time to alleviate      problems arising out of technological failures.

7. TO TREAT ALL PERSONAL INFORMATION OF CUSTOMERS AS       PRIVATE AND CONFIDENTIAL.

      The Company shall treat all customer’s personal information as private and confidential subject to matters mentioned in paragraph number 18 below.

8.   TO PUBLICISE THE CODE THE COMPANY SHALL PROVIDE:

a.    An existing customer with a copy of the Code;
b.    A new customer with a copy of the Code when he / she commences his /        her loan transaction;
c.   Make this Code available on request either over the counter or by        electronic communication or mail;
d.    Make available this Code at every branch and on the website; and
e.    Ensure that the staff are trained to provide relevant information about        the Code and to put the Code into practice.