What we heard
Respectful and transparent customer communication has been identified as a key requirement in rebuilding trust in member banks. There is a need for the sector to treat all customers – both profitable and less so, those in arrears or part of vulnerable groups with greater respect. There should be less jargon in documentation but also transparency when things go wrong. Customers expect to communicate with someone knowledgeable, who takes ownership for issues and deals with them in a straightforward and honest manner.
What we did
A working group was formed with senior representation from our five member banks and includes sponsors from the Irish Banking Culture Board and we have identified priority activities and are working on plans to address these activities.
The first key initiative is our member banks coming together to agree to several Communication Commitments, covering a range of enhancements to letters including personalisation, the use of plain English, and the explanation of necessary technical terms.
Results / Feedback
Each of our five member banks have signed up to the Communication Commitments and are working through their plans internally to implement them. We will update this page as the projects progress.
Additionally, the IBCB is launching our éist surveys and the findings of these surveys will inform the future initiatives.