Resources aimed at Financial Service Providers
Your commitment to safe, fair, and inclusive financial services starts here.
Financial service providers (FSPs), such as banks, mobile money providers, and FinTechs, have become key partners for organizations in delivering cash assistance.
This section is designed to help FSPs strengthen their customer protection systems across key areas when working with cash transfers. It starts with a practical Customer Protection Checklist, followed by guidance and templates for adopting a code of conduct, setting up safe and accessible complaint/feedback mechanisms and referral and reporting pathways and strengthening data protection systems.
Tools and Resources
Customer Protection Checklist
How strong is your Customer Protection system? Use this Checklist to find out! This Customer Protection Checklist is your entry point: It helps financial service providers assess and strengthen their systems for safe, fair, and inclusive cash transfers. It covers essential measures for compliance and risk reduction, plus additional opportunities to enhance customer protection. Use […]
Code of Conduct for private sector partners
Commit to integrity: protect your reputation and partnerships by signing and adhering to ethical standards. Following a Code of Conduct is essential for financial service providers – it protects your reputation, ensures compliance with regulations and contracts, and builds trust with customers and humanitarian/development partners – ultimately strengthening business relationships and service quality. Use these […]
Complaints/feedback & referrals/reporting resources for financial service providers
Establish robust mechanisms for customer feedback, complaints and referrals and reporting system to build trust and safeguard customers An effective feedback/complaints, referrals and reporting system is essential for maintaining service quality, ensuring fairness, and strengthening trust between customers and providers. This tool includes a set of resources designed to help financial service providers establish strong […]
Tipsheet for customer-facing staff
Set the standard: Use this tipsheet to help ensure professionalism in every customer interaction Good customer service starts with clarity, respect, and safe communication. Use this tool to ensure client-facing staff delivers customer service excellence. This tool offers practical, ready-to-use guidance – it highlights key behaviour for respectful service, reinforces the 8 Code of Conduct […]
Customer data protection
Protect sensitive, personal contact information: Practical steps for safeguarding customer information Protecting client data is essential for keeping people safe, maintaining trust, and reducing legal and financial risks. This tool offers guidance to help manage personal information responsibly and avoid exposing people to harm. It highlights approaches such as empowering clients, training customer-facing staff, strengthening […]
Customer Protection Training (adaptable PowerPoint Presentation)
Partner for stronger customer protection: run training sessions to equip service provider staff during onboarding. This is an adaptable PowerPoint Training to help humanitarian/development organizations onboard Financial Service Providers. It is designed around the 8 core Code of Conduct principles, aimed to strengthen customer protection, promote positive behavior, and ensure fair and respectful interactions with cash recipients. […]