Fair Conduct Programme Summary

About us

Our purpose is to help our community prosper. We are a building society owned by a charitable trust and our members, who are our depositors. This means we are very focussed on our community and our customers, most of whom are local.

We have just the one branch in Masterton with significant face-to-face customer contact. Our purpose underlies our approach to dealing with customers, supporting both depositors and borrowers.

Our Fair Conduct Programme helps us demonstrate our commitment to treating customers fairly.

Fair Conduct Programme

WBS has a Fair Conduct Programme as required by the Financial Markets Conduct Act 2013. This programme is effective from 31st March 2025.

The purpose of this Fair Conduct Programme is to set out how WBS’ policies, processes, systems, controls and practices support the fair conduct principle. We take all practicable steps to comply with the Fair Conduct Programme.

Treating our customers fairly

The fair conduct principle, to treat our customers fairly, is ingrained in the culture of WBS and applies to everything we do. We ensure customers are treated fairly by:

  • reviewing our products, services and distribution channels to make sure they are fit for purpose
  • providing clear, timely, effective communication
  • ensuring our products and services are inclusive and accessible to all customers
  • ensuring our staff and agents, or representatives, have clear expectations and training
  • having a robust complaints and compliments process
  • ensuring advertising is clear, concise and accurate.

Customer complaints and compliments

Customer feedback, whether positive or negative, is important to us. We understand that sometimes misunderstandings, mistakes and disagreements happen.

Our website has a link to enable customers to submit a compliant. We are committed to responding to complaints within 2 days.

Our website also provides information to escalate a complaint to the Insurance & Financial Services Ombudsman (IFSO). This is an approved scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. This service is free.

Governance and review of our Fair Conduct Programme

Our Fair Conduct Programme is reviewed annually, or more frequently when required, and is approved by the WBS Board.

How to contact us

Call us on: (06) 370 0070

Email us: [email protected]