Member Charter

Newcastle Permanent is a modern mutual building society, owned by and run for the benefit of members.

Objective:

Newcastle Permanent's objective is to deliver benefits and long term value for members while dealing with people fairly and honestly and making a useful contribution to the communities in which Newcastle Permanent operates.

Business goals:

Newcastle Permanent's business goals are to:

• maximise value, made up of the 'mutuality dividend' and retained profits, over the long term for the benefit of current and future members
• distribute a wide range of high quality, competitively priced financial products and services to members that are readily available and delivered with speed, courtesy and reliability.

Strategy:

Newcastle Permanent's strategy for achieving our business goals and objectives is to:

• focus on providing retail financial services and avoiding other business areas where Newcastle Permanent is unable to apply its expertise or extract sufficient value for members
• enhance overall member value generated through a combination of targeted growth, improved efficiency and sensible product pricing
• maintain Newcastle Permanent's superior financial strength by generating adequate profits in the long term to meet regulatory requirements, support future growth and retain the confidence of members and markets
• distribute the Newcastle Permanent's 'mutuality dividend' fairly across all categories of members throughout our product range, reinforcing loyalty and increasing product cross holdings
• use Newcastle Permanent's resources to distribute and administer products and services in effective ways, increasing efficiency and expanding the base of operations.

Commitment to members:

Newcastle Permanent will put members first by:

• relating with members on a fair and honest basis
• protecting the privacy of members (unless the law demands otherwise)
• making every reasonable effort to meet the relevant needs of members by offering a wide range of high quality and well priced products and services
• ensuring that all products and services are promoted in a straightforward manner
• making products and services readily accessible
• making the Newcastle Permanent's premises a safe, convenient and user friendly environment.

Commitment to employees:

In working with its employees, Newcastle Permanent will:

• act with honesty, integrity and respect
• deliver challenging development and career opportunities
• engage our people and listen to their ideas
• encourage teamwork, collaboration and innovation
• provide competitive remuneration and reward high performance
• provide a healthy, comfortable and friendly working environment.

Commitment to the community:

Through active involvement in the community, Newcastle Permanent will:

• support and contribute to the well-being and betterment of the communities in which Newcastle Permanent operates
• support initiatives that are relevant and effective in addressing community and welfare issues
• contribute financial and other support to worthwhile causes and events.