Communication with consumers via financial institutions’ websites and mobile platforms: overview of best practices
The regulator recommends that banks, microfinance organisations, and insurers should make it possible for their clients to promptly receive a consultation or settle a problem through their websites and mobile applications, as well as social networks and messengers.
This recommendation is given in the overview of best practices for financial market participants prepared by the Bank of Russia.
Today, consumers quite often cannot receive information they need or a prompt answer to their question or request via digital communication channels.
The implementation of best practices will help improve the quality of notification and communication with consumers, including as regards the specifics of financial products, the procedure for rejecting these products, and the submission of complaints about a financial institution’s failure to properly provide a service or the sale of a financial product that does not meet a client’s needs.