Personal banking

Technological and regulatory change continue to reshape the personal banking market, with new market entrants broadening the ways that customers can choose to do their banking.

But it is important to ensure that customers who prefer more traditional ways to manage their money are not left behind. Our personal banking policy agenda seeks to be both inclusive and supportive of all customers, especially those in vulnerable circumstances, to ensure they get the help they need. 

Within UK Finance we draw on expertise from across the business to inform our thinking on cross-cutting issues that affect customers in a variety of different circumstances, such as action to counter scams and fraud, new payment options or supporting members’ approach to complaint handling and redress. Our Consumer Advisory Group, comprising senior consumer advocates from a number of institutions, helps to inform and shape our policy thinking.   

Our policy work seeks to improve the quality of service offered to personal customers; raise the profile of important customer-facing initiatives and improve dialogue with policymakers on areas of regulatory interest. It achieves this through:

  • helping member firms deliver on regulatory initiatives in a way that best serves customers
  • campaigning and communications work to raise the profile of major customer-facing deliverables, such as the industry’s work on access to cash
  • fraud industry level research and thought leadership to help policy makers and regulators understand key trends. 

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