Fair Conduct Programme

At the Police Credit Union, we've always put our members first.

As a member-owned organisation, we make decisions based on what is in the best interest of our members.

Our Fair Conduct Programme (FCP) sets out how we live up to this promise, and what you can expect from us. It outlines the policies, processes, systems, and controls we have in place to deliver fair outcomes and prevent unfair treatment and unintended consequences.

Our FCP reflects our ongoing commitment to serving our members and living up to the expectations and trust placed in us.

What You Can Expect

Our Fair Conduct Programme is designed to make sure:

• You’re treated fairly and respectfully
• Our products and services are designed to meet your needs
• We communicate clearly and transparently
• Complaints are taken seriously and resolved quickly
• Extra care is given when it’s needed

Treating you fairly and respectfully

Members are at the heart of everything we do, and our commitment is to ensure your interactions with us, including the use of our products and services, result in fair outcomes.

This means we:

• Prioritise your interests and those of the wider membership
• Act ethically, transparently, and in good faith
• Assist you in making informed decisions without applying pressure or undue influence

Products and services designed to meet your needs

We develop and provide products that are fit for purpose, designed to fulfil our mission to make a real difference to your financial wellbeing.

We do this by:

• Ensuring products and services meet the needs they were intended for through a rigorous design and review process
• Striving to provide real value in the products and services we provide
• Making it easy for you to understand how our products and services work

Communicating with you

You can expect us to communicate clearly and transparently to help you make informed decisions.

We do this by:

• Providing clear and timely information about our products and services
• Making sure important information is available when it’s needed
• Having skilled and well-trained staff available to talk to

Extra care when it’s needed

There are times when you might need a little extra care and support. There are many ways we can go the extra mile to ensure you get the right outcome from the products and services we provide. If you want us to take some extra time with you, don’t hesitate to let us know.

We can:

• Take extra time with you to help make informed decisions
• Connect you with translation services if English is a second language
• Provide information through different channels if they’re better suited to you
• Connect you with financial mentoring and budgeting services