Summary of Fair treatment of customer policy

Bank of Kigali Plc is focused on meeting the needs of the customer and by continuously ensuring that all individuals have appropriate access to BK’s services as determined by their individual needs and circumstances while complying with the requirements of the Laws and Regulations related to financial service consumer protection.

Bank of Kigali Plc aims to ensure all customers are treated honestly and fairly at all stages of their relationship with the Bank and all staff develop an organizational culture committed to ensuring that customers receive fair outcomes. Therefore, in compliance with the requirements of the Regulation No. 55/2022 of 27/10/2022 on Financial Service Consumer Protection; The purpose of this Policy is to:

• Provide guidance, at a policy level, to Employees and Third Parties, setting out the principles and management relating to the fair treatment of customers across BK;
• Promote an inclusive financial system by appropriately and in compliance with laws and regulations addressing barriers that prevent customers from accessing and using Bank of Kigali Plc’s financial products and services in the formal and regulated financial system.
• Establish appropriate and non-discriminatory mechanisms and digital technology to support customers in decision making while taking up Bank of Kigali Plc’s products and services.
• Ensure that offering documents of products and services contain the information necessary for customers to make an informed judgment of the product or service.
• Ensure that advice given to customers by BK and its staff, contains adequate information to enable a customer make an informed decision of a product or service.
• Provide customers with confidence that Bank of Kigali Plc exercises due care, skill and diligence and acts fairly in all its dealings with customers to provide assurance on fair outcomes.
• Protecting vulnerable customers is a key focus for BK, and to this end we are committed to ensuring we understand the needs of vulnerable customers, ensure our staff have the skills and training required, and ensure appropriate monitoring and evaluation takes place.