Our Credo

The accomplishments of Citizens Bank can certainly be attributed to smart business strategy and organic growth, but we also believe in something special: Our Credo. We often refer to the trilogy of Customers, Colleagues and Community as the “Three Cs”:

• Customers: We will do whatever we can every day, in every way, to provide world-class service and consistently exceed customer expectations. We will always honor our commitment to customers and constantly give them reasons to say "I love dealing with these people." We will treat customers the way we would enjoy being treated all the time. We will know our customers and respond to them rapidly. We will anticipate their need and make it happen.

• Colleagues: We want our company to be the best place to work in the world. The environment will be extraordinarily caring, like an extension of our own family. We will be supportive in times of personal difficulty, create opportunities for professional growth, and always make an effort to listen and act on our colleagues' ideas. We will foster a diverse team and treat every colleague with dignity and respect at all times.

• Community: We believe great companies have a moral core. We care deeply about our communities, and we demonstrate this commitment every day by responding where there is need. We care about the world's limited resources and are committed to their responsible use. We will be ethical and honest at all times. By giving back and conducting ourselves with integrity, we can make our customers and colleagues proud of our company.

By fulfilling our Credo every day, we will serve our shareholders well and be one of the world's most admired companies.

Everyone at Charter One is expected to live the Credo every day and let it guide their actions. We are expected to be honest and ethical in all that we do. And, we are expected to make a difference, to go beyond the obvious to deliver "Wow" customer service.