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CUSTOMERS

 

Our ability to manage and grow our customers' investments is the source of our value as a business. We are best positioned to do this effectively when we can build up a relationship over time that allows us to understand an individual or organisation's changing needs. Investing time and resources in the quality of service that we provide to customers is therefore a business imperative.

Across our business units we will:

  • Deal with all our customers and clients in a way that is open, honest and respectful
  • Give the best advice that we can, to grow our customers' assets in a way that meets  their needs
  • Sell and promote our financial products in a way that is transparent and never misleading
  • Ensure that we provide clear information to customers about how our funds are invested
  • Seek & listen to customer feedback and act on it
  • Rectify any mistakes that affect customers as quickly as possible 

Reflecting our values as a business, we aim to work with all customers and clients in a way that is open, honest and respectful.  This principle applies whether we are dealing with a retail customer or an institutional investor.

All of our business units are committed to delivering high levels of customer service. As part of always trying to improve our service all business units ensure that they have processes in place for customers to give feedback on the service we provide. These processes allow for issues raised to be monitored and, if required, reported further up our governance chain.

High level customer service means providing banking in a way that is convenient and meets our customers' needs. In South Africa we provide the largest network of financial advisors and customer service centres in the country. Nedbank and Old Mutual South Africa are currently working together to explore the advantages of providing both their services at a single site, offering customers a one-stop solution.

We are also committed to enabling financial inclusion by bringing our services to underserved communities. For example, in 2007 Nedbank opened 22 personal loan kiosks and rolled out 33 mobile sales teams in previously underserved areas.