Unpacking Customers’ Trust: How do Customers come to Trust Digital Lenders?
By studying people’s instinctive, unguided ‘trust-decisions’, we hope to uncover their mental models of trust. More specifically, we aim to (i) articulate the expectations that customers have of trustworthy lenders, (ii) help lenders design their products in a manner consistent with the customer’s expectations, and (iii) translate these principle-level expectations into processes that lenders may adopt in their customer service to become trustworthy.
Life insurance and the importance of proper disclosures
This will inspire more consumer trust, and enhance transparency among agents
Our response to the RBI’s Draft framework for recognising Self-Regulatory Organisations (SRO) for FinTech Sector
Our response covers two themes:
Leading from a customer protection perspective, our comments emphasise the need for the prospective SRO to have duties towards the customers, at par with responsibilities towards the regulator.
Why customer protection is central to financial inclusion
India needs a robust and comprehensive financial customer protection regime, which it currently lacks. Imagine the following scenario. Raja and Rani are a low-income householder couple with two children in elementary school. They also take care of Raja’s ailing mother. The household’s monthly income is ₹20,000.
Leveraging Fintech for Risk-based Pricing & Personalisation
These less-discussed applications of fintech can transform microloan pricing and personal finance, leading to fair lending and wider inclusion
The Theory of Consumer Protection – Part I
IFMR Finance Foundation is working on the agenda of consumer protection in finance as part of its mandate on financial systems design.
