Customer Experience Guidelines

Customers will only use Open Banking services if they feel informed, secure and in control. These guidelines address the processes a customer follows within an Open Banking enabled app or web service. They balance regulatory requirements and customer insights to optimise consumer satisfaction.

Customers will only use Open Banking products and services if their experience matches or betters their expectations, and information is presented in an intuitive manner that allows them to make informed decisions. It is therefore important that the interplay between the TPP and the ASPSP is as seamless as is possible while providing customer control in a secure environment. In particular it is essential that customers are clearly informed about the consent they are providing and the service they are receiving.

These Guidelines address the “Customer Journey”, that is, the process that the customer follows from within a TPP’s online app or browser, through to authentication within the ASPSP domain, and completion in the TPP domain.

The intended audience for these Guidelines is Open Banking Participants (ASPSPs, AISPs, PISPs and CBPIIs) and competent authorities with regulatory oversight of any Participant that adopts the Open Banking Standard. They should also be of use for Participants who build their own dedicated interface or adopt any other market initiative standard.

Disclaimer: The contents of the Customer Experience Guidelines (“CEGs”) and Customer Experience Guidelines Checklist (“CEG Checklist”) do not constitute legal advice. While the CEG and CEG Checklist have been drafted with regard to relevant regulatory provisions and best practice, they are not a complete list of the regulatory or legal obligations that apply to Participants. Although intended to be consistent with regulations and laws, in the event of any conflict with such regulations and laws, those regulations and laws will take priority. Participants are responsible for their own compliance with all regulations and laws that apply to them, including without limitation, PSRs, PSD2, GDPR, consumer protection laws and anti-money laundering regulations.
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