Quality policy

Quality Policy of Private Joint-Stock Commercial Bank “Trustbank”

1. General Provisions
   1.1. This Quality Policy of Private Joint-Stock Commercial Bank “Trustbank” (hereinafter — the Bank) has been developed based on the Decree of the President of the Republic of Uzbekistan dated January 28, 2022, No. UP-60 “On the Strategy for the Development of New Uzbekistan for 2022–2026,” the Decree of the President of the Republic of Uzbekistan dated September 12, 2017, No. PP-3270 “On Measures for Further Development and Strengthening the Stability of the Banking System of the Republic,” as well as taking into account priority directions for the development of the banking and financial system and international corporate governance standards.

1.2. This Policy defines the Bank’s objectives and tasks for ensuring the quality of services provided, increasing customer satisfaction, improving management processes, and enhancing the Bank’s stability and competitiveness.

1.3. The Bank’s quality management system is aimed at ensuring compliance of services with the requirements and expectations of clients and stakeholders, improving process efficiency, achieving sustainable growth, and ensuring long-term profitability.

1.4. The Bank’s primary goal in the field of quality is to strengthen the trust of clients, partners, shareholders, and society at large in the Bank as a stable, technologically advanced, and customer-oriented financial institution providing high-quality services.

2. Objectives and Tasks in the Field of Quality
   2.1. To achieve strategic goals in the field of quality, the Bank defines the following main directions and tasks:

Key Directions:
a) Improving corporate governance based on international standards and ESG principles, as well as developing risk management, control, and compliance systems;
b) Increasing the efficiency of the Bank’s operations considering the interests of clients, shareholders, partners, and financial market requirements;
c) Strengthening cooperation with international financial institutions and organizations to implement innovative technologies, attract investments, and expand the product range;
d) Enhancing accessibility of banking services through the development of branch networks and digital channels;
e) Ensuring planned and sustainable business growth in key segments (corporate sector, retail sector, and entrepreneurship);
f) Diversifying funding sources and optimizing the structure of assets and liabilities to improve financial stability;
g) Expanding the client base, improving service quality, and increasing customer loyalty;
h) Introducing modern banking products, automating and digitalizing internal processes, and adopting new technologies;
i) Improving human resources management, developing corporate culture, enhancing employee competencies, and implementing effective motivation mechanisms;
j) Strengthening the Bank’s brand through effective marketing strategies, PR activities, and modern communication tools;
k) Implementing comprehensive digital transformation programs, using artificial intelligence technologies, and establishing digital document management;
l) Strengthening information security and cybersecurity, employing biometric and behavioral technologies for data identification and protection;
m) Integrating ESG principles into the Bank’s operations, implementing “green” financing and corporate social responsibility projects;
n) Actively developing products and services for entrepreneurial entities;
o) Developing financial literacy programs for clients and creating educational digital services;
p) Improving credit processes, optimizing decision-making timelines, and implementing next-generation scoring systems.

3. Management Commitments
   3.1. The Bank’s management undertakes the following commitments:
   a) Ensuring compliance with legislation, regulatory requirements, and international quality standards;
   b) Meeting the requirements and expectations of clients and stakeholders, aimed at improving service quality;
   c) Establishing, regularly updating, and monitoring quality objectives and performance indicators;
   d) Systematically analyzing the Bank’s activities, the functions of structural units and branches, client satisfaction levels, and results of implementing this Policy;
   e) Providing staff with the necessary resources, tools, and information to achieve quality objectives;
   f) Promoting a quality culture, supporting staff initiatives aimed at improving processes and service quality;
   g) Maintaining continuous oversight of the Policy’s implementation;
   h) Regularly reviewing and updating the Policy to ensure alignment with the Bank’s strategic objectives and changes in the external environment.

4. Final Provisions
   4.1. This Policy is an integral part of the Bank’s corporate governance system and is aimed at ensuring quality, stability, transparency, and effective interaction within the Bank and with clients.

4.2. The Policy comes into effect upon approval by the Bank’s authorized management body and is subject to review at least once every two years or in case of changes in legislation, strategic objectives, or operational conditions.