1. Statement

1.1 At VFD Microfinance Bank Limited (“VBank” or the “Company”), the focus is always on you, our valued existing and potential customers. We are committed to providing services in a fair and professional manner.

1.2 The Company supports initiatives to promote fair dealing by financial institutions in the provision of microfinance banking services, thereby ensuring that sufficient protection is afforded to customers.

1.3 Delivering fair dealing outcomes to our customer is an on-going effort. We believe in fostering appropriate relationship with our customers. VBank has implemented key enhancements as part of our effort in our commitment to fair dealing.

1.4 The Company commits to advocate and endeavour to deliver the fair dealing outcomes below to you:

1.4.1 we are committed to making fair dealing a central principle in our company culture and how we serve our customers;

1.4.2 the products and services we offer are suitable to the particular needs, financial objectives and situation of our customers;

1.4.3 we implement and undertake a rigorous and structured recruitment and training practice in order to ensure our employees and personnel are constantly trained to be competent in providing sound advice and quality recommendations to you;

1.4.4 our customers receive clear, relevant and timely information and updates in order to make informed financial decisions; and

1.4.5 we have a robust and independent process in listening to, and resolving, your concerns and feedback in an independent, effective and prompt manner.

1.5 VBank will continue to uphold the highest standards of integrity and care, as we continue to make microfinance banking simpler and more accessible for all of our customers.

2. Enquiries and Feedback

Your views are important to us. Having fair and professional practices are our focus. We have a comprehensive customer feedback process to make it easy for you to provide your feedback. You may provide any feedback on our products and/or services through various channels including, e-mails, letters, via our mobile application, or walk into our office to talk to any of our representatives.

3. Disclaimer

The above statements are VBank’s strategy in providing fair dealing to all customers. It should not be construed as an admission of any liability or damages, as well as legal responsibility on the part of VBank.

4. Submission of Complaints

The Management of VFD Microfinance Bank Limited is committed to delivering fair dealing outcomes to our customers. We will continue to put in place good practices to uphold the best industry standards.

 We will like to take this opportunity to thank you for visiting our Website.