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

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

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.

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

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

cardinal principal common to all trust and fiduciary relationships.

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

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.

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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