Treating Customer Fairly
Wave Community Bank Treating Customers Fairly Statement
Wave Community Bank (WCB) is a responsible company and recognises all legislative and regulatory compliance issues, in conjunction with its internal compliance controls. You can request a copy of this statement, which will be provided free of charge, by contacting our customer service team on 0300 303 3188 or email info@wavecb.org.uk. A PDF version of this statement can be viewed here.
We have produced this statement which reaffirms our commitment to treating you, our customer, fairly.
Our Standards
We ensure that all members entering into an agreement with Wave Community Bank for any of our products or services fully understand that agreement along with its terms and conditions. We do not tolerate any form of mis-selling or misrepresentation from anyone representing us.
We ensure that we provide our members with marketing material that is jargon free, transparent & that our marketing activity is consented by you.
Wave Community Bank believes that the member experience is of utmost importance and we expect our staff:
- To be courteous and professional at all times
- To be able to explain the products and services provided by WCB
- To be aware of and comply with the 6 outcomes of the FCA’s Treating Customers Fairly
- Not to misrepresent or Mis-sell any products/services offered by Wave Community Bank
- To ensure that you only have to tell us something once
- To ensure that any disclosures you make about your personal circumstances or support needs, are treated in upmost confidence and will only be used to help us help you
We are happy to listen to any feedback which you can provide to us and welcome any comments which you wish to make.
Wave Community Bank holds regular training sessions with our staff & volunteers to reaffirm the commitment which we have made to our members.
We have made it easy for you to contact us
If you have a question or concern, our Membership Services team are here to listen and help you, they are available between 9.30am and 4pm, Monday to Friday via a variety of channels. We don’t use automated answering services and our customer service team are all based in our head office in Hove Town Hall.
You can contact us by:
- Telephoning: 0300 303 3188 – lines open 09:30am until 1pm Monday to Friday
- Emailing: info@wavecb.org.uk – emails are monitored Monday to Friday between 09am & 4pm
- Writing to: Wave Community Bank, Hove Town Hall, Tisbury Road Offices, Tisbury Road, Hove, BN3 3BQ
- Send a direct message from within your account via the mobile app or member’s area of our website.
Sometimes things can go wrong
We understand that things can sometimes go wrong. Wave Community Bank have produced ‘complaints handling policy’ to assist in resolving any issues you may have. We will act promptly and courteously when dealing with you and will work with you to ensure that your problem is resolved quickly and efficiently. We will ensure that our customer service arrangements and processes are fit for purpose and are transparent.
We will continually monitor all of our processes to ensure that you are receiving the best customer service
Customer service is of utmost importance to us. We will conduct regular reviews of our procedures to ensure that you, our member receive the best possible service and to ensure that our arrangements and processes are fit for purpose.