This Charter sets out our commitment to providing the highest standard of customer service. We seek to meet your financial needs by offering quality financial products and services. We strive to exceed your expectations by anticipating and meeting your needs. Transparency, professional conduct and proactive attitude and the goals that we set for ourselves. Below is our value to you, our valued customers.
Professional service delivered by highly trained staff
Accurate information on product offerings
Resources within our means to deliver effective support
Timely acknowledgement of correspondence and queries
New and relevant products and services
Equitable opportunities for all qualified applicants
Rewarding relationships
Below we have highlighted our customer-related commitments to you, and the standards that we have set for ourselves in trying to offer excellent customer service. You can see that we have already made significant progress in achieving these high standards. For the other we promise you that we will continue to improve in these areas until we have at minimum achieved these goals.
Time for completion of security documentation
| Promissory Notes | 1 day |
| Mortgages, Bills of Sale, Assignment of Insurance policies, Indemnities, Guarantees, and all other forms of security documentation | 8 days |
Loan Processing Time
| Loan amounts less than J$75 million | 4 weeks |
| Loans requiring Board Approval | 8 weeks |
Application processing time:
| New policies | 4 weeks |
| Buyer Limits | 5 weeks |
| Policy Renewals | 2 weeks |
| Minimum training hours per employee | 15 hours |
| % of staff to achieve acceptable performance score | 80% |
As a part of our self-assessment program, we concede that situations may arise that do not meet our established standards. If you would like to register a complaint please call (876) 630-1460.