Information for personal and business customers

Guidance and signposting for personal and business customers of registered firms.

Standards of Lending Practice: business customers

Standards of Lending Practice: personal customers

CRM Code for Authorised Push Payment (APP) scams

Access to Banking Standard

Credit Card Market Study (CCMS) Remedies

The Standards for business customers

The Standards of Lending Practice for business customers provide protections for SMEs with a consolidated turnover of up to £25 million across loan, commercial mortgage, overdraft and credit card products.

The Statement of Lender and Borrower Responsibilities is a document which sets out registered firms’ responsibilities to borrowers and what firms ask of their customers. A further document, the Statement of Commitment and Borrower Responsibilities, sets out the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.

Both statements have been developed to sit alongside the Standards of Lending Practice.

The relevant statement is also available on registered firms’ websites and customers may wish to read the Standards for business customers alongside these.

Download the Statement of Lender and Borrower Responsibilities

The Standards for personal customers

The Standards of Lending Practice for personal customers set out standards of good practice in relation to overdraft, credit card, chargecard and unsecured loan products and services provided to consumers.

The Statement of Lender and Borrower Responsibilities is a document which sets out registered firms’ responsibilities to borrowers and what firms ask of their customers. A further document, the Statement of Commitment and Borrower Responsibilities, sets out the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.

Both statements have been developed to sit alongside the Standards of Lending Practice.

The relevant statement is also available on registered firms’ websites and customers may wish to read the Standards for personal customers alongside these.

Download the Statement of Commitment and Borrower Responsibilities

Authorised Push Payment (APP) scams

APP scams occur when a customer is tricked into authorising a payment to an account they believe belongs to a genuine payee, but is in fact held by a scammer.

If you are worried that you have been a victim of a scam it is important to make contact with your payment service provider immediately, using the number on the back of your debit, credit or prepaid card or by visiting their website.

If you don’t have access to any money because it’s all been taken, tell your bank as they may be able to help. You can also contact the Citizens Advice consumer helpline: 0808 223 1133 or visit their website.

If you are finding it hard to recover from the experience, contact Victim Support on 0808 1689 111.

The Financial Ombudsman Service is responsible for handling complaints between financial service providers and their customers.

Download the Information for Customers document

Access to Banking Standard

The Access to Banking Standard is designed to ensure that customers affected by branch closures are communicated with sufficiently and clearly and have support to find alternative banking services.

The Standard applies once the decision to close a branch or reduce opening hours by more than 30% has been taken.

As part of the Standard, registered firms commit to telling you as soon as possible the reason they intend to close the branch, what that will mean for you, how you can bank after the closure, what they can do to help you in the interim, where you can get that help from, and how you can raise questions.

They will reach out to vulnerable customers they are aware of to help them with any needs or issues they may have.

Download the Customer Overview document

Credit Card Market Study (CCMS) Remedies

Four industry led remedies flowing from the Financial Conduct Authority’s Credit Card Market Study report, designed to improve customers’ awareness of their borrowing, repayment patterns and associated costs.

Previously a standalone document, from 8 April 2021, the requirements below are now incorporated into the Standards of Lending Practice for personal customers. While the remedies represent an industry wide agreement, not all firms are signatories to the Standards of Lending Practice for personal customers.

Please see ‘Standards for personal customers’ for information about the Statement of Lender and Borrower Responsibilities and the Statement of Commitment and Borrower Responsibilities – two documents which set out registered firms’ responsibilities to borrowers, the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.

Download the Statement of Commitment and Borrower Responsibilities