are the principles and values an individual uses to govern his activities and decisions.

is a set of principles that guide the organization in its programs, policies and decisions for the business.

accounts shall be administered in conformity with the intention and purpilose of the client as manifested in the agreement and with tje skill, care, prudence and diligence necessary under thr circumstance prevailing that a prudent man acting in like capacity.

the interest of the client shall be placed above those of the bank.

shall be objectively and fairly administered, investee and distributed giving due regard to the beneficiaries respective interest.

trust responsibilities shall not be delegated as the client's confidence is reposed to the trust entity.

reasonable care and diligence shall be observed to preserve and protect the property entrusted.

accurate record of transactions shall be kept and rendered to the clients.

cardinal principal common to all trust and fiduciary relationships.

when as the code of conduct and ethics adopted by the trust officers of the philippines.

any officer or non officer of the trust department who exercises discretion and judgement.

shall refer to what is fair, proper, just, moderate and suitable under the circumstances.

relates to transactions wherein a trustee may be acting for his/her personal benefit and also as trustee which may give rise to conflict of interest.

requires that fiduciaries manage the assets entrusted to them with the same care and discretion as well as diligence as a person of prudence, good character and intelligence would handle his/her own affairs.

transaction under which unrelated parties, each acting in his/her best interest, would carry out a particular transaction.

is an effective system of functiin barries between Trust entity and the bank and its related companies.

an expressuon if dissatisfaction relative to financial product or service in which a response or resolution is expected.

where front line staff solution or immediate explanation/action can be rendered.

complaints which need further assessment, verification or investigation with third party intervention.

an act politely or formally seeking for an action to be rendered relative to a financial product or service.

an act seeking confirmation relative to a financial product or service.

provide continuing education to all personnel on consumer protection laws, rules and regulations as well as related policies and procedures.

to safeguard the interest of and nurture its relationship with its existing and potential customers.

maintain a consolidated master register of all feedback/complaints received byvthe trist institution.

identify and analyze any recurring or systematic problem and any weakness in the internal control procedure or process

submot a complaints report to the Bank's client experience center and to the Board.

assess the performance of the personnel/business units assigned to manage/handle received complaints.