Retail banking

This tool does not specifically address retail customers and human rights issues. However in relation to retail customers, financial institutions should be aware of issues such as:

• access to banking (provision for low-income or vulnerable customers/potential for discrimination in service provision)
• financial literacy (support for financial education initiatives to assist customers in managing their money)
• consumer indebtedness (prevention, management or advice for customers who experience financial difficulties)
• customer service (responsible marketing and communications; provision of best advice; the potential for mis-selling; complaints handling)
• money laundering (banks being used to move money between countries for illegal purposes).