FCA updates on PCA prompts

FCA has published a report looking at how banks and building societies are developing and delivering their commitment to provide prompts to customers. The prompts should increase engagement of consumers with their products and make them aware of switching possibilities and developments in retail banking. The report has identified practices that are helpful, such as personalised, focused and relevant prompts – and messages that are easy to act on. Among the unhelpful practices the report notes are short messages that do not contain enough information. The report also highlighted prompts that reach customers within their internet or mobile banking service or by email were more likely to be effective than prompts on statements or by text. Finally, the report looks at eye catching graphics.


Emma Radmore