Code for Bank Customers Achieves Clarity, Receives the Writemark
The New Zealand Bankers’ Association has put customers first with a new Code of Banking Practice that carries the
WriteMark seal of clarity.
‘Early on in the Code review, we decided we wanted to make it more easily understood by customers. That meant using
plain language. To ensure we got it right, we knew we needed the WriteMark,’ says the Association’s deputy chief
executive, Antony Buick-Constable.
The Code sets out the five promises banks make to their customers, using a simple format. It covers how banks will
handle fairness, clear communication, privacy and security, responsible lending, and complaints.
‘We were delighted to achieve the WriteMark. It helped us produce a much stronger document — something we’re proud of.’
WriteMark founder Lynda Harris says, ‘We know that clear communication builds trust — a crucial ingredient in any
financial relationship. By seeking the WriteMark, the Association is demonstrating the high value it places on trusting,
positive relationships with bank customers.’
What the WriteMark means
The WriteMark is a quality mark awarded to documents written to a high standard of plain English. A document that
carries the WriteMark:
• is clear and easy to read
• saves time
• builds goodwill between an organisation and the public.
The WriteMark logo shows that a document has been checked for clarity, grammar, and presentation against a rigorous
standard.
ENDS