TF Bank places strong emphasis on customer protection, data security and transparent communication. As a digital bank, trust, information security and responsible conduct are essential to the business. Key focus areas include:
- protection of customer data and privacy in accordance with GDPR and applicable national regulations
- information security and cyber resilience, including compliance with DORA
- clear, accurate and accessible customer information
- responsible lending and fair treatment of customers
TF Bank applies responsible lending principles to ensure that credit products are suitable for customers’ needs and proportionate to their ability to repay. Credit is granted only when there is a well-founded assessment that the customer can meet their financial obligations over the term of the agreement. To prevent excessive indebtedness, TF Bank conducts creditworthiness assessments before entering into any credit agreement. Assessments are based on sufficient, reliable, and verifiable information. Lending practices are designed to support customers’ long-term financial stability and to avoid unsustainable debt burdens. Creditworthiness assessments are proportionate to the type, amount, and risk of the credit and combine automated decision-making with manual controls where appropriate. This approach supports efficient processing while ensuring accuracy, fairness, and compliance with applicable regulatory requirements. Customers are provided with clear, transparent, and understandable information to enable informed decision-making.
TF Bank continuously monitors credit performance to identify early signs of financial difficulty. Where risks arise, customers are contacted proactively and offered guidance, support and, where appropriate, flexible repayment solutions or restructuring. Specially trained customer support staff engage with customers at an early stage to minimise financial strain and support sustainable repayment outcomes.
Transparency is a core principle throughout the customer journey. Customers receive clear and understandable information on credit terms, costs, fees, risks and consequences of non-payment. Marketing, onboarding and contractual communications are designed to be fair, clear and not misleading, enabling informed decision-making. Risk warnings, APRs and repayment examples are disclosed in line with regulatory requirements, and accessible customer service is available throughout the lending process.
TF Bank pays particular attention to vulnerable customers and provides support in accordance with internal policies. Accessibility requirements for key consumer products and services are followed to ensure inclusion of customers with disabilities.
Marketing of consumer credit and related products is conducted responsibly and in line with applicable laws and ethical standards. Marketing materials are designed to support informed choices and avoid misleading claims or exploitation of customers’ financial situations.
TF Bank continuously works to improve service quality, customer experience and product design, with the aim of building long-term trust and supporting responsible financial inclusion.