Clarien’s Technology Journey

Dear Valued Client,

Three weeks ago, on November 12, 2024, Clarien completed a major milestone in modernizing its technology to improve how we operate as a bank and, most importantly, to enable us to enhance your experience through better digital tools.?I am reaching out today to thank you, personally and on behalf of the entire Clarien team, for your patience, understanding and support during this period and to update you on both our progress and our continuing commitment to serving you better.?

What Happened?

As a part of our ongoing commitment to modernize how we do business, Clarien implemented a new core banking system that integrates with all of its internal and external applications, including its ATMs.?We also launched new online and mobile banking platforms that offer enhanced functionality and security features as a part of this process.

We invested in this technology to improve how we operate as a bank and more importantly, to enhance the capabilities we offer you to meet your needs, both now and in the future.?We understand that such changes can feel inconvenient.?However, staying competitive in today’s world means either adapting and improving what we can offer so we are able to serve you better or being left behind.??

Online and Mobile Re-enrollment

Re-enrolling in our new online and mobile banking platforms is an essential step to ensure your account's security.?

At this point, a majority of our registered online and mobile users have successfully re-enrolled and are now actively utilizing these platforms. While most were able to transition smoothly, unfortunately, too many did not for a variety of different reasons.?This, in turn, led to increased wait times in both our client service centre and location at Point House.?

I am sorry that this has been a frustrating and time consuming process for many of our clients, particularly due to the longer-than-expected wait times when seeking assistance.?To address this, we have:

• Specialist teams dedicated to resolving your issues.
• Increased capacity in both our service centre and branch.
• Encouraged clients to reach out to their relationship managers for any additional assistance required.

We are fully committed to supporting you through this transition and for getting you back on-line as quickly as possible.?To assist with this process, we’ve created step-by-step guides and additional resources to make the process as smooth as possible, all of which are available on the Clarien website.

Our goal is to leave no client without service and encourage any client with continuing challenges to visit us at our Point House location for dedicated in-person support.?We are here to assist.?

A Journey of Continuous Improvement

We understand that our new platforms may be different from what you are used to. The last few weeks have given us a first-hand look at where improvements can be made both to the user enrollment journey as well as other user interface features with online and mobile banking. As we aim to make them as user-friendly and efficient as possible, we are:

• Listening to your constructive feedback and prioritizing improvements.
• Implementing some changes immediately, with others planned for future updates.?
• Closely monitoring the system to ensure its stability and reliability.?

While we regret that there have been some disruptions in their availability, these issues have been and will continue to be resolved as a priority.?We are working diligently to maintain a seamless experience for all clients moving forward.?

Thank You for Your Patience

In closing, I express my heartfelt gratitude on behalf of the Clarien team to you, our valued clients, for your trust and patience during this period of transformation.?We are working tirelessly to address your concerns and to build your confidence in our new system.?Our commitment to doing so is unequivocal; we want to ensure that we can provide you with a modern banking experience that is smooth, secure and continuously improving.?We deeply value your support as we navigate this change together.?

Warmest Regards,

Ian Truran

Chief Executive Officer

Clarien Bank Limited