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.

A working group has been formed with senior representation from our five member banks and including sponsors from the Irish Banking Culture Board and we are currently designing a programme of work, with initiatives to address the key requirements.   This includes communication standards, use of straightforward language, removal of jargon and technical descriptions.   The programme will also look at one off communication, such as changes and incidents impacting customers in banks.  It includes a specific focus on communications with customers who are in arrears.