The Client Protection Principles
Appropriate product design and delivery
Providers will take adequate care to design products and delivery channels that do not cause clients harm. Products and delivery channels will be designed with client characteristics taken into account.
Prevention of over-indebtedness
Providers will take adequate care in all phases of their credit process to determine that clients have the capacity to repay without becoming over-indebted.
Providers will communicate clear, sufficient, and timely information in a manner and language clients can understand so that clients can make informed decisions.
Pricing, terms, and conditions will be set in a way that is affordable to clients while allowing for financial institutions to be sustainable.
Fair and respectful treatment of clients
Providers will treat their clients fairly and respectfully. They will not discriminate. Providers will ensure adequate safeguards to detect and correct corruption and abusive treatment.
Privacy of client data
The privacy of individual client data will be respected in accordance with the laws and regulations of individual jurisdictions. Such data will only be used for the purposes specified at the time the information is collected or as permitted by law, unless otherwise agreed with the client.
Mechanisms for complaint resolution
Providers will have in place timely and responsive mechanisms for complaints and problem resolution for their clients and will use these mechanisms both to resolve individual problems and to improve their products and services.
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Key Operating Statistics
As of 30 November, 2023