Annexure – I

THE BANK OF RAJASTHAN LIMITED

(Regd. Office : Clock Tower Udaipur)

(Central Office: Jaipur)

BOR “ FAIR PRACTICES CODE ON LENDERS’ LIABILITY, (FPCLL)”

1. BOR FAIR PRACTICES CODE ON LENDERS LIABILITY is referred as “FPCLL” aims to achieve synchronization of best practices for common approach, when dealing with its Customers in India. The Code aims at providing valuable inputs to Customers and facilitates, effective interaction of customers and prospects, with the Bank. The “FPCLL” Code has been voluntarily adopted by the Bank of Rajasthan Limited in pursuit of achieving excellence in the Services offered by the Bank for which we are known. The code applies to all the customers and prospects of the Bank uniformly.

2 Declarations :

We the Bank of Rajasthan Ltd. “BOR” affirm and undertake :

Ø To provide “ Banking Services” in a professional, efficient, courteous, diligent and speedy manner.

Ø There shall be no discrimination whatsoever on the basis of Religion, Caste, Sex, Descent or any of them.

Ø To be Fair and Honest in advertising and marketing of our Loan products.

Ø To provide our customers, accurate and timely disclosure of terms, costs, rights and liabilities as regards to loan transactions.

Ø To provide such assistance as & when sought for or advise to customers in contracting loans.

Ø To attempt in good faith to resolve any disputes or differences with customers by setting up complaint redressal mechanism within the organization.

Ø To comply with all the regulatory requirements in good faith.

Ø To spread general awareness about potential risks in contracting loans and encourage customers to take independent financial advice and not to act and rely only on representation of the Bank.

3. FAIR PRACTICES :

3 :1. Product Information :

a. A Prospective customer would be given all the necessary information adequately explaining the range of loan products available with BOR to suit his needs.

b. On exercise of choice, the customer would be given the relevant information about the loan product of his choice.

c. The Customer would be explained the processes involved till sanction and disbursement of loan and would be notified of timeframe within which all the processes will be completed in general course at our Bank.

d. The Customer would be informed of the names and phone numbers of branches and the persons whom he can contact for the purpose of loan to suit his needs.

e. The Customer would be informed the procedure involved in servicing and closure of the loan taken.

3.2 Interest Rates :

3.2.1. Interest Rates for different loan products would be made available through and in any one or all of the following media, namely:

a) On the Bank’s Website “www.bankofrajasthan.com”

b) Over phone, (if Tele Banking services is availed).

c) Through prominent display (on Notice Board) in the branches and at other delivery points.

d) Through other public media (News Paper, TV, Radio Advertisement) from time to time.

3.2.2 Customer is entitled to receive periodic updates on the interest rates applicable to the respective loan product.

3.2.3 On demand, Customer can have full details of application of interest.

3.3 Revision in Interest Rates :

A) BOR would notify immediately or as soon as possible any revision in existing interest rates and make them available to customers in the media listed in Para 3.2.1.

B) Interest Rate revision to the existing customers would be notified to them with in reasonable period of time from the date of change.

3.4 Default Interest/ Penal Interest :

BOR would notify clearly about the default interest / penal interest rates as applicable to the particular product.

3.5 Charges :

a) BOR would notify details of all charges payable by the customers in relation to their loan account.

b) For the benefit of prospective customers, BOR would make available all details related to the charges; generally in respect their retail products, in the media specified in Para 3.2.1.

c) Any revision in charges would be notified in advance and would also be made available in the media as listed in Para 3.2.1.

d) BOR would clearly specify the charge account for interest and charges, wherever necessary and get a mandate for debiting the said charge account along with the documentation.

3.6 Terms and Conditions for Lending :

a) BOR would generally give an acknowledgement (Proposal Number in case of loan application) of receipt of complete loan application along with all desired information / documents. On sanction, terms & conditions governing the advance would be communicated to customer for acknowledgement and acceptance.

b) Immediately after acceptance of terms by the customer, BOR would show draft of the documents that the customer is required to execute and would explain, if demanded by the customer the relevant terms and conditions of sanction and disbursement of loan.

c) Loan Application forms, Draft documents or such other papers to be signed by a customer would comprehensively contain all the terms and conditions relating to the product or service of his choice.

d) Reason(s) for rejection of loan application would be conveyed to the customers, though to lend or not to lend is at the discretion of Bank, for which Bank will act bona-fide, in good faith in the interest of Bank.

e) On execution of the loan documents, BOR would deliver a copy of the duly executed documents to the customers, along with a copy of all enclosures quoted in the loan documents.

3.7 Account Practices :

a) BOR would provide regular statement of accounts, unless not found necessary by the customers.

b) BOR would notify relevant due dates for application of agreed interest, penal interest, default interest, and charges if they are not mentioned in the Loan applications, documents or correspondence.

c) BOR would notify in advance any change in accounting practices, which would affect the customer before implementation.

3.8 Information Secrecy:

a) BOR undertakes that all personal information of the customer would be confidential and would not be disclosed to any third party unless agreed to by the customer. The term Third party excludes all Law enforcement agencies (including court of Law), Credit Information Bureau, Reserve Bank of India, other banks and financial institutions.

b) Subject to above Para, customer information would be revealed only under the following circumstances, namely :

Ø If the Bank is compelled by Law.

Ø If it is in the Public interest to reveal the information

Ø If the interests of the Bank requires disclosure

3.9 Financial Distress :

a) BOR would have a Grievance Redressal Mechanism within the Bank.

b) BOR would make available all the details, namely :

Ø Where a complaint can be made

Ø How a complaint should be made

Ø When to expect a reply

Ø Whom to approach for redressal of grievance etc.

To customers individually on demand and through the media listed in Para 3.2.1.

C) Response to a complaint whether positive or negative or requiring more time for redressal would be given within a maximum period of four weeks from the date of complaint, unless the nature of complaint is such that requires verification of voluminous facts and figures.

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(In implementation of RBI recommendations vide Circulars : DBOD Leg.No.BC.104/09.07.007/2002-03 dated 5 May 2003, DBOD Leg.No.BC.65/09.07.005/2006-07 dated March 6 2007 and DBOD. No. Leg..BC.28/09.07.005/2007-08 dated 22 August 2007 issuing guidelines on Fair Practices Code for Lenders)