Page 50 - Code de conduite et d'éthique

Principle 4 Communicate in complete transparency Our customers must be certain that the services and products we recommend are the solutions best suited to their needs and long-term interests. To achieve this, all Group entities undertake to communicate with their customers in a transparent and honest manner. EACH OF US MUST: › Give customers the explanations they need to understand the recommended solutions. › Provide customers with transparent and honest information (costs, performance, risks, etc.). › Respond clearly and promptly to customers’ requests. IN PRACTICE ONE OF YOUR CUSTOMERS WANTS TO SIGN UP FOR A PRODUCT SHE HAS HEARD ABOUT AND WHICH SHE THINKS SHE NEEDS. BUT YOU FEEL IT DOESN’T MATCH HER RISK PROFILE. WHAT SHOULD YOU DO? It is your duty to spend the necessary time with your customer to explain the features of, and risks associated with, this product. If, after discussing matters with your customer, you still feel that this product is not appropriate, you must offer alternative solutions that you consider more suited to her needs and profile. 12 / Groupe BPCE Code of Conduct and Ethical Standards