Clear information
Products and terms should be explained plainly and dated.
GOVERNANCE AND TRUST
Safety and clarity belong together.
Members should be able to find product information, rights, responsibilities and a route for feedback or complaints.
01
Governance pillars
Data protection
Member data belongs in a secure, governed service.
Complaint route
Members should know where to raise a concern and how to follow it up.
RATES AND FEES
Rates and terms should be clear and dated.
No rates, fees, limits or repayment terms are confirmed on this website. Ask for written information before deciding.
What to request
- 01The information date.
- 02The document or source.
- 03The authorised person or route.
03
Five things every service should explain
Good bank and financial-service practice informed this checklist. ISONGA will add its own operational details after management approval.
What it does
Explain the purpose, expected benefit and intended customer.
Cost
Show interest, fees, limits and the date the information took effect.
Steps and records
Explain where to start, what to prepare and who confirms the request.
Duties and risks
State the member’s duties and the risks of not following the agreement.
Concerns and redress
Show where to raise a concern, how it is logged and how to escalate it.
Your right to understand
BNR consumer-protection guidance calls for accurate, clear and up-to-date financial information in a language the consumer understands or chooses. Read the approved terms before signing.
Read BNR's consumer-protection booklet ↗Fraud and safety
Do not pay to get a service, job or approval. Never share a PIN or OTP.
COMPLAINTS
An unresolved concern needs a clear escalation route.
Prepare the date, location, reference and desired outcome. Do not include secrets in a draft or message.
Prepare a question