• Provide appropriate guidance which is suitable to each customer
• Take into account customer circumstances
• Treat customers with dignity and respect
• Provide customers with appropriate information
• When required, obtain appropriate information to help better understand customers circumstances
• Never mislead the customer
• Ensure staff are trained appropriately to demonstrate TCF outcomes; and
• Perform risk assessments of TCF non-compliance.

BEF believes in applying these principles not only in relation to consumer credit agreements but across all our lending and dealings with customers as an integrated part of our lending and commercial culture.

BEF will have, at all times, appropriate management, staff and controls, including adequate electronic systems, proportionate to the needs of the customer.

Before sanctioning or recommending loans, BEF will at all times be reasonably assured and document an applicant’s business plan is viable and suitable for individual circumstances.

All customers, including those identified as vulnerable, will be treated fairly and in accordance with their individual circumstances.