Treating customers fairly.
WHAT IS TYPICALLY REQUIRED
Clear disclosure of charges Accessible terms A complaints process with defined timelines Escalation to the regulator Fair treatment of vulnerable customers Prompt resolution of failed transactions
WHY FAILED TRANSACTION RESOLUTION IS PROMINENT HERE
Debits without value delivered are a common complaint, and timelines for reversal are specified.
WHAT TO BUILD
Automatic detection of failed transactions Reversal within the required period Proactive communication, not waiting for complaint
WHY PROACTIVE
A customer who must chase their own money loses trust permanently.
WHAT COMPLAINTS HANDLING REQUIRES
Acknowledgement A reference A defined resolution timeline Records of every case
WHAT TO MEASURE
Complaint volume by cause Time to resolution Repeat complaints
WHY BY CAUSE
The top cause is usually a fixable systemic problem.
WHAT DISCLOSURE MUST COVER
Every charge, before the customer commits.
WHAT TO NEVER DO
Introduce charges without notice Make complaint routes difficult to find
WHAT OBLIGATIONS APPLY
Consumer protection rules specific to financial services. Take advice on your position.
