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Providing Fair Customer Service and Financial Opportunities

Thanachart Group places importance on providing fair customer service, operating under the concept of showing customers confidence in the Company's transparent and clear operating system that can be easily verified. This is to create customer confidence in all financial products and services provided by the Company, providing customers with appropriate information for correct understanding and use in decision-making, convenient and fair pricing and service/product terms and conditions. The Group also sets out measures in the form of market conduct criteria for employees in dealing with customers, such as agents who must maximize benefits for customers without distorting risk or opportunity information. This is to meet customer needs and provide fair treatment while ensuring appropriate penalties for employees who receive complaints and violate the specified criteria. At the stage of developing the Group's financial products and services, the Group also considers providing financial opportunities for customers.

Example of Financial Opportunities provided by Thanachart Group in 2025

THANI

For the performance results
in 2025

THANI has provided new loans to customers totaling

6,035
customers

loans to customers totaling

14,294
million baht
THANI aims to develop products and services that increase opportunities for all groups in society to access inclusive and equitable financial services, particularly low-income individuals, disadvantaged groups, and vulnerable communities, in order to enhance their quality of life and reduce reliance on high-interest informal loans. The company designs its products and sets interest rates based on comprehensive risk management. In 2025, the company provided new loans to customers totaling 14,294 million baht to a total of 6,035 customers. The loans were divided into customers with a purpose of obtaining loans for occupational purposes, accounting for 72.25 percent and customers with a purpose of obtaining loans for consumer purposes, accounting for 27.75 percent. In this regard, THANI will generate interest income from the said loans at an average rate 9.25 percent of per annum.

TNI

Be aware of and emphasize the management of Market Conduct to ensure that customers and/or policyholders receive good and quality services from both the company and insurance intermediaries. This includes fair processes starting from the development and issuance of insurance policies, the selection of selling agents, and distribution channels. Post-sales services are provided with operations carried out as follows:
  • In providing services to retail customers, it is essential to offer basic services and products to give customers the opportunity to access a wide range of products at reasonable prices.
  • Provide recommendations that align with customers' demand, financial capabilities, and their capacity for understanding, offering accurate and complete information for their decision-making.
  • Customers should receive convenient and fair post-sales services, including efficient processes for claiming compensation and/or benefits according to insurance policies. This involves having a well-organized system, procedures, or channels for handling complaints, as well as appropriate cancellation and refund policies.

T Life

The company delivers services with a strong emphasis on Market Conduct, ensuring that customers receive high-quality and professional services from both the company and its business partners. Customers are treated fairly throughout the entire process, from the development and issuance of insurance policies, the selection of sales representatives and distribution channels, to after‑sales services. In this regard, the company has implemented the following measures:
  • Ensuring retail customers have access to basic products and services at appropriate prices.
  • Providing recommendations aligned with customers’ objectives, financial capacity, and level of understanding, supported by accurate and complete information for decision-making.
  • Ensuring customers receive full claims payments and/or benefits under policy terms, together with convenient and fair after-sales services, including complaint-handling mechanisms as well as appropriate policy cancellation and premium refund processes.

Managing Customer Relationships

Thanachart Group aims to continuously manage and develop customer relationships. By understanding and responding to customer needs, as well as creating a good experience between Thanachart Group and customers before, during and after providing services, to create business relationships that will generate long-term revenue.

Example of Customer Satisfaction Survey in 2025

THANI

For the performance results
in 2025

New loan customers rated their satisfaction with THANI’s services at an average of

94.75%

exceeding the established target of not less than

80%
New loan customers rated their satisfaction with THANI’s services at an average of 94.75 percent, exceeding the established target of not less than 80 percent. However, the company remains committed to continuous improvement and will analyze customer feedback and suggestions to further enhance service quality.

TNI

For the performance results
in 2025

the overall customer satisfaction level across all service dimensions of TNI was reported

78.6%
By leveraging customer insights in product development and pricing strategy formulation tailored to the needs of each customer segment, together with the expansion of residential insurance products and the enhancement of policy renewal processes based on customer experience and behavioral data, the company aims to enhance service value and continuity. These initiatives strengthen long‑term customer relationships, reinforce brand trust, and support stable and sustainable business growth. As a result, the overall customer satisfaction level across all service dimensions of TNI was reported at 78.6 percent.

T Life

For the performance results
in 2025

the satisfaction score for services provided via the telephone channel was 

90.60%

satisfaction score for services provided via the LINE Official Account was

88.00%
Customer service satisfaction is evaluated on an annual basis to support continuous improvement in service quality. Customer satisfaction surveys are conducted through multiple service channels. In 2025, the satisfaction score for services provided via the telephone channel was 90.60 percent, while the satisfaction score for services provided via the LINE Official Account was 88.00 percent.

General Complaint Management

The Group companies recognize the importance of feedback and complaints from customers as an integral part for correcting, improving, and developing while striving to build the standard of the Group’s products and services that shall maximize the customer’s satisfaction. The guidelines for customers and stakeholders as informant / complainant have been established in case of their witnessing or being affected by the actions of either the Group Director, executive, or employee. The complaint can be lodged via multiple channels including website, telephone, letter, email or LINE official account. After receiving notifications, clues and complaints on various issues, each member company conducts its own investigation, presents possible solutions, formulates preventive measures against recurring incidents, and reports to the relevant Board or management.
The process of considering and resolving complaints shall be carried out as soon as possible whereby the Compliance Section shall treat the complaint as preliminary information for further deliberation to proceed and to eventually find a resolution based on fairness and adhering to the principle of equality. Once a resolution regarding the complaint is reached, the Compliance Section shall report the resolution to the Managing Director via the management of relevant department/branch, and send a notice of the complaint resolution to the complainant/customer, advising the resolution within 7 days from the date of resolution. In 2025, the Company did not receive any general complaints at all.

Examples General Complaint Handling Procedure of the Group Companies in 2025

THANI

A total of 10 complaints were received, which were investigated, rectified, and analyzed for causes and measures to prevent recurring incidents. Reports were also submitted to the relevant committees or executives within the Service Level Agreement (SLA) timeframe.

TNI

A total of 266 complaints were received, which were effectively managed within the company's designated timeframes. The company has established processes and criteria for handling complaints in line with industry practices outlined in the insurance ombudsman project by the OIC through the electronic system of the OIC. Complaints are handled in accordance with internal control systems and guidelines. Any complaints arising are reported weekly at the management team meeting, and subsequent reports are presented at the executive committee meetings. Additionally, a framework with a reasonable time schedule has been established for complaint management processes. For example, phone and website complaints are required to be acknowledged within one business day, with follow-up contacts to gather additional information from the customer.
Regarding complaints involving disputes with the OIC, the Complaint Center has a defined timeframe to forward cases to the responsible party for resolution within the next business day. The center is also responsible for reporting progress until the closure of each complaint. This systematic approach ensures efficient handling and resolution of customer complaints.

T Life

A total of 6 complaints were recorded during the reporting period. Of these, four cases were successfully resolved within the prescribed timeframe, while two cases remain under review as part of the relevant government authorities’ processes.
The company has established complaint management processes and acceptance criteria in accordance with the operational guidelines and regulations of the OIC, as well as in compliance with its internal control systems and policies. All complaints are reported to management immediately upon receipt, with progress updates presented to the management committee on a semi‑annual basis, and summary reports subsequently submitted to the executive committee and the board of directors.