Responsible Finance Forum

Responsible Treatment of Clients: Practicing Non-discrimination

Source:  The Smart Campaign

Financial service providers should treat clients (including potential clients) with honesty, fairness, and respect. Due to their low social status, many low-income clients receive poor treatment when interacting with mainstream business or government organizations. This is not acceptable for pro-client financial service providers.

Financial service providers discriminate when they treat people differently and less favorably because of characteristics that are not related to their ability to meet the requirements of the financial institution. Client selection and treatment should not involve discrimination on the basis of personal characteristics or personal affiliations.

Non-discriminatory treatment is important for providing access to financial services for all clients who can use them and for building client confidence in the fairness of the provider.