CUSTOMER EXPERIENCE GUIDELINES

Customers will only use open banking services if the experience matches their expectations for ease of use, security and control. These guidelines address customer flows within open banking enabled apps, balancing regulatory requirements and consumer insights to optimise the experience.

This version is:

Published 2 years ago 20 Dec 2019

It is important that the interplay between the TPP and the ASPSP is seamless, providing customer control in a secure environment. In particular customers should be clear about the permissions they are providing, and the service they will receive.

These guidelines address the customer journey: the screens through which the customer progresses from a TPP app, to authentication in the ASPSP domain, and completion back in the TPP domain.

These guidelines are intended for 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 interfaces or adopt 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.