2.1 To act fairly and reasonably in all dealings with you, by:

•  meeting the commitments and standards in this Code for the products and services which    the Company offers and in the procedures and practices the Company's employees follow.
•  making sure that the Company's products and services meet relevant laws and regulations.
•  ensuring that the Company's dealings with you will rest on ethical principles of integrity and    transparency.

2.2 To help you to understand how the Company's financial products and services work, by providing / giving you the following information in the simple language:

•  About the Company's product and services, the terms and conditions and the interest    rates/service charges,
•  The benefits to you, how to avail of these benefits, their financial implications and whom to     contact for addressing your queries and how.
•  Regular and appropriate updates, changes in interest rates, change in terms and    conditions.
•  To h andle quickly and effectively with your queries and complaints, by
•  telling you the proper way to forward your queries and complaints.
•  canceling any charges applied due to the Company's mistakes.
•  providing suitable alternative avenues to alleviate problems arising out of technological    failures.
•  To treat all personal information of customers as private and confidential subject to    matters mentioned in paragraph number 5.1 below .

•  To publicize this code, the Company Shall

(a) Use anyone of the following channels for disseminating relevant information to you as mentioned in this code:
(i) Notice Board
(ii) Website
(iii) Branch Operation Manager or designated staff
(iv) Helplines or Direct calling
(v) Direct mailer
(vi) Newspaper
(vii) Personal Intimation

(b) Inform the existing customer regarding the introduction of the code through any of the formal communication channels mentioned above and make available a copy of code of conduct on request free of charges. The new customer will be specifically informed regarding the code of conduct and the same will be made available in soft or hard copy on request. In addition, the Company would ensure that the copy is available at every branch with the Branch Managers and website and the same is available on request over the counter or by electronic communication or mail.

(c) Make the code available for public on the Company's website.

(d) Ensure that our staffs are trained to provide relevant information about the Code and to put the Code into practice.

3.1 The Company provides information on interest rates, common fees and charges through any one of the following:

•  Putting up notices in our branches;
•  Through telephone or help-lines;
•  On our company's website;
•  Through our designated staff / help desk;

3.2 In respect of prospective customers, the Company on demand:

•  provides clear information explaining the key features of services and products that    customers are interested in and inform about various means through which such products    and services are offered (for example, on the Internet, over the phone, in branches and so    on) and also about how to find out more about them;
•  informs the customers regarding the required documents and information to prove    customer's identity and address, for complying with legal, regulatory and internal policy    requirements.

3.3 After you become a customer, the Company will:

•  provide more information on the key features of the products, including applicable interest    rates / fees and charges;
•  provide extra information on your rights and responsibilities especially regarding availing of    nomination facility offered on public deposit;
•  automatically register your name under a 'Do Not Call ' Service and we will not inform /    extend through telephone calls / SMSs / emails any new product / service unless and until    you inform us in writing regarding your consent to avail of any information / service.

3.4 Interest Rates

The Company shall provide you the information on:
•  the applicable rate of interest to your accounts; both deposit and loan,
•  schedule of interest paid / charged to your accounts and method of calculation.

3.5 Changes in interest rates

•  Generally the interest rate applicable to loans is subject to revision in line with market    conditions, which shall be informed to you in advance with due notice.
•  The Company shall provide you the information on the changes in interest rates on the     products and services through either of the communication modes as mentioned in 2.5 .

3.6 Fee and Charges 

a) The Company shall display in their branches:
i. a notice about the tariff schedule.
ii. a list of services which are rendered free of charge.

b) The Company shall give you all details in the tariff schedule or loan documents of any charges applicable to the products and services chosen by you.

c) The Company would provide you information in the tariff schedule or loan agreement about the penalties liable to be levied in case of non-observance / violation of any of the terms and conditions governing the product / services chosen by you.

3.7 Changes in fees & charges

Upon the introduction of new charge or an increase in any of the present charges, the Company will notify the same prior to the revised charges becoming effective.

3.8 Terms and conditions

•  Customer availing product / services for the first time, should upon solicitation be advised    on the relevant terms and conditions for the services so desired

•  All terms and conditions will set out clearly the respective rights, especially with regard to    nomination facility and liabilities & obligations in the simple language.

3.9 Changes to the Terms and Conditions

•  The Company will in form you about the changes to terms and conditions through any of     the following channels:-
•  Notice Board at Branch/HO
•  Website
•  Personal Intimation
•  Newspaper or other Public Media
•  Normally, the changes will be made with prospective effect giving due notice
•  if any change is made without notice, the change will be notified within 30 days. If such    change is to your disadvantage, then you may within 60 days and without notice close your    account or switch it without paying any extra charges or additional interest.
•  Any major change or a lot of minor changes in any one year shall be informed to you on    request and a copy of the new terms and conditions or a summary of the changes shall be    provided.

4.1 The Company:

a) ensures that all advertising and promotional material is clear, and not misleading.

b) in any of its advertisement in any media and promotional literature that draws attention to a service or product and includes a reference to an interest rate shall also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available to you on request.

c) if avails of the services of third parties for providing support services shall require that such third parties handle customer's personal information (if any available to such third parties) with same degree of confidentiality and security as the Company would.

d) may from time to time, communicate to customers various features of their products availed by them. Information about their other products or promotional offers in respect of products / services may be conveyed to customers only if he / she has given his / her consent to receive such information / service.

e) shall prescribe a code of conduct for the Direct Selling Agencies (DSAs) whose services are availed to market products / services which amongst other matters require them to identify themselves when they approach the customer for selling products personally or through phone.

f) in the event of receipt of any complaint from the customer that the Company's representative / courier agency or DSA has engaged in any improper conduct or acted in violation of this Code, appropriate steps shall be initiated to investigate and to handle the complaint and to make good the loss.

•  You are hereby informed that at the time of opening a new account, the Company will pass your account details to credit reference agencies and the checks the Company may undertake in this regard.

•  The Company will provide information to credit reference agencies about the personal    debts you owe to it, if :
    i. You have fallen behind with the payments ;
    ii. The amount owed is not in dispute; and
    iii. You have not made satisfactory proposal for repaying the debt, following the    Company's formal demand.

•  In these cases, the Company shall intimate you in writing its plan to give information about    the debts you owe it to credit reference agencies. At the same time, the Company shall    explain to you the role of the credit reference agencies and the effect the information they    provide can have on your ability to get credit.

•  the Company may give credit reference agencies other information about your account if    you have given permission to do so.

•  The Company shall provide you with a copy of the information which the Company has    given to the credit reference agencies about you, if so demanded by you.

6.1 T he Company's collection policy is built on courtesy, fair treatment and persuasion. The Company believes in fostering customer confidence and long-term relationship. The employee of the Company or any person authorized by it to represent in collection of dues or / and security repossession shall identify himself / herself and display the authority letter, if any, issued by the Company and upon request, display his / her identity card. The Company shall provide you with all the information regarding dues and shall endeavor to give sufficient notice for payment of dues.

6.2 All the members of the staff or any person authorised to represent the Company in    collection will follow the guidelines set out below:
•  You will be contacted ordinarily at the place of your choice and in the absence of any    specified place at the place of your residence and if unavailable, at the place of your     business / occupation.
•  Identity and authority to represent the Company will be made known to you at the first    instance by the Company's representatives.
•  Your privacy will be respected and all interactions with you will be in a civil manner.
•  The Company's representatives will contact you between 0700 hrs and 1900 hrs, unless    special circumstances of your business or occupation require otherwise.
•  Your request to avoid calls at a particular time or at a particular place will be honored as far    as possible and the time and number of calls and contents of conversation will be    documented.
•  The Company will give you all assistance to resolve disputes or differences regarding dues    in a mutually acceptable and in an orderly manner and during visits to your place for dues    collection, decency and decorum will certainly be maintained.
•  The Company's representatives will avoid making calls/visits to collect dues on    inappropriate occasions such as bereavement in the family or such other calamitous    occasions.
•  Although the Company and its officials shall professionally communicate with you for all    recovery matters and in case of your failure to attend to such recovery demands the    Company has liberty to invoke the applicable laws including SARFAESI, Arbitration,    Negotiable Instruments Act, IPC etc.

7.1 Internal Procedures  

•  The Company would endeavor to deal quickly and sympathetically to correct any mistake    committed by its staff/system/process and would cancel any charges wrongly accrued due to    such mistakes.  

•  The Company would provide suitable alternative avenues to alleviate problems arising out    of technological failures. 

•  To redress your grievances, you may write or call the Branch Operations Manager of the    concerned Branch clearly stating the nature of your grievance along with necessary    documents, if any, and you will be provided a Complaint Reference Number.  

•  The Company would request you to complain against representative/courier or Direct    Selling Agent (DSA) or broker for sourcing deposits or any other agencies employed by The    Company if they are engaged in any improper conduct or action in violation of the code.    The company would ensure that the complaint is properly investigated and proper action    and redressal takes place.

•  Further, after examining the grievance, the Company would send the final response to the    customer or explain the reason as to why it needs more time to respond beyond six weeks    of receipt of the same.

  The borrower aggrieved by any decision of the aforesaid official may prefer an escalation to  Chief Operations Officer at the Head Office of the
Company at the address given below. The grievances will be attended immediately upon such reference.

Contact particulars of the designated official:

Head – Customer Service
Deutsche Postbank Home Finance Ltd.
201, 2nd Floor
Vipul Agora,M G Road
Haryana - 122001

•  The Company shall carry out due diligence as required under "Know Your Customer" (KYC)    policy of our Company before opening and operating your account and in furtherance of the    policy. You will be asked to submit or provide necessary documents or proofs for the same.    The Company shall ensure obtaining only such information so as to meet Company's KYC,    Anti Money Laundering or any other statutory requirements.

•  The Company shall provide the Loan application form / account opening forms and other    material to you and the same shall contain all details of essential information required to    be furnished and documents to be produced for verification and/or for record for meeting    the KYC requirements.

•  The Company shall explain the procedural formalities and provide necessary classifications    sought by the customer while opening a loan account.

9.1 Opening and Operation of Account
The Company would advise you on the nature and process for opening of deposit accounts such as, term deposit, recurring deposit, opening and operation of account in the name of minor, etc. You would be explained the implications of the foregoing accounts as also the nomination facilities at the time of opening of the account. The account can be opened single, jointly, or jointly (former or survivor).

The Company shall mention in term deposit form that in the event of the death of the depositor, premature termination of term deposits would be allowed. The conditions subject to which such premature withdrawal would be permitted would also be specified in the account opening form. Such premature withdrawal would not attract any penal charge in the case of deceased depositor.

The Company shall also endeavor to make its best efforts to make it easy and convenient for its special customers like senior citizens, physically challenged persons and illiterate persons. To help such customers complete the process, a witness known to you along with verifiable identify proof is required to visit the Branch. This will include making convenient policies, products and services for such applicants and customers.

The Company would not deduct the brokerage paid to the broker for mobilizing deposits from you if you decide to pre-close your deposit with us for whatever reason.

•  The Company would endeavor to inform you on :
   (i) The process and applicable rate of interest on Pre-mature Withdrawal of deposits ;
   (ii) The applicable rate of interest on renewal of deposit if the deposit is renewed after the    date of maturity ; and
   (iii)  The process, rate and charges applicable on loan against Term Deposits.

a) Accounts with survivor/nominee clause

In case of a deposit account of a deceased depositor where the depositor had utilized the nomination facility and made a valid nomination or where the account was opened with the survivorship clause ("either or survivor", or "anyone or survivor", or "former or survivor" or "latter or survivor"), the payment of the balance in the deposit account to the survivor(s)/nominee of a deceased deposit account holder shall be made provided

(i) The identity of the survivor(s)/nominee(s) and the fact of the death of the account holder,    is established through appropriate documentary evidence;
(ii). There is no order from a competent court/other statutory authority restraining the    company from making the payment from the account of the deceased; and
(iii) It has been made clear to the survivor(s) / nominee that he would be receiving the    payment from the company as a trustee of the legal heirs of the deceased depositor, i.e.    such payment to him shall not affect the

right or claim which any person may have against the survivor(s) / nominee to whom the payment is made.

The payment made to the survivor(s) / nominee, subject to the foregoing conditions, would constitute a full discharge of the company's liability. In such cases, payment to the survivor(s) / nominee of the deceased depositors will be made without insisting on production of succession certificate, letter of administration or probate, etc. or obtaining any bond of indemnity or surety from the survivor(s)/nominee, irrespective of the amount standing to the credit of the deceased account holder.

b) Accounts without the survivor/nominee clause

In case where the deceased depositor had not made any nomination or for the accounts other than those styled as "either or survivor" (such as single or jointly operated accounts), the Company shall adopt a simplified procedure for repayment to legal heir(s) of the depositor keeping in view the imperative need to avoid inconvenience and undue hardship to the common person. In order to have least level of hardships to the legal heirs of the deceased the Company will endeavors to settle the claim to the extent of Rs. 10,000 (Ten thousand only) without insisting on production of any documentation other than a letter of indemnit.

c) Premature Termination of term deposit accounts

Account opening Form for term deposits includes a clause that premature termination of term deposits would be allowed as per the NHB Directions.

d) Time limit for settlement of claims

The Company shall endeavor to settle the claims in respect of deceased depositors and release payments to survivor(s) / nominee(s) within a period not exceeding 15 days from the date of receipt of the claim subject to the production of proof of death of the depositor and suitable identification of the claim(s), to the Company's satisfaction.

10.1 Before lending any money to you, the Company would assess whether you will be able to repay it.

If the Company cannot provide the loan to you, it shall communicate in writing the reason(s) for rejection. If you want the Company to accept a guarantee or other security from someone for your liabilities, the Company may ask you for your permission to give confidential information about your finances to the person giving the guarantee or other security, or to their legal adviser. You are hereby informed that

•  You may take independent legal advice to make sure that you understand your    commitment and the possible consequences of your decision

•  By giving the guarantee or other security, you or the guarantor may become liable to pay    the outstanding dues.

10.2 Applications for loans and their processing

•  At the time of sourcing a loan product, the Company shall provide information about the    interest rates applicable, as also the fees/charges, if any, payable for processing,    pre-   payment options and charges if any and any other matter which affects the interest    of    the borrower, so that a meaningful comparison with those of other HFCs can be made    and    informed decision can be taken by you.

•  The Company shall give acknowledgement for receipt of all loan applications.

•  Normally, all particulars required for processing the loan application shall be collected by    the Company at the time of application. In case the Company needs any additional    information, you would be informed to contact us immediately.

•  The Company shall convey to you the loan sanctioned along with the terms and conditions    thereof.

•  The Company shall supply authenticated copies of all the loan documents executed by you    along with a copy each of all enclosures quoted in the loan document on request;

•  The Company shall not discriminate on grounds of sex, caste and religion in the matter of    lending. However, this does not preclude the Company from instituting or participating in    schemes framed for different sections of the society.

•  The Company shall process requests for transfer of a loan account, either from the    borrower or from a bank/financial institution, in the normal course.

•  Before taking a decision to recall / accelerate payment or performance under the    agreement or seeking additional securities, the company would give notice to the borrowers    in consonance with the loan agreement.

•  The Company would release all securities immediately on repayment of all dues or on realisation of the outstanding amount of loan subject to any legitimate right or lien for any    other claim the Company may have against borrower. If such right of set off is to be    exercised, the borrower would be given notice about the same with full particulars about the    remaining claims and the conditions under which the Company is entitled to retain the    securities till the relevant claim is settled /paid.

10.3 Guarantors

When a person/company is considered to be a guarantor to a loan, he/she/the company will be provided a letter of guarantee for execution which will incorporate the nature, quantum and limitation of the liability as a guarantor and circumstances giving rise to such liabilities, the process of notification and the mode of discharge.

The Company shall keep the guarantor informed of any material adverse change(s) in the financial position of the borrower to whom he/she stands as a guarantor.