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Responsible selling and marketing

We are committed to supporting our clients and customers. Responsible selling and marketing is a key element of this commitment. We want to treat our clients and customers fairly at all times, providing them with relevant, needs-based solutions.

Treating Customers Fairly (TCF) remains a core focus for our lead regulator – the UK’s Financial Services Authority (FSA) – and is central to its statutory objective to protect consumers.

Our Consumer Banking business has shifted from a product-led to a customer-focused approach. It focuses on continually improving our customer service, ensuring that our employees are trained and equipped to meet the needs of our customers.

In Wholesale Banking, we put our clients at the centre of everything we do. We continue to build our business by focusing on deepening our relationships with our clients, leveraging our international network to provide our clients with the solutions they need to achieve their global ambitions.

Annual Report and Accounts 2010