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Resources

502 entries were found.

Tools & Templates

BRAC Example of Client Training Materials at Time of Disbursement

This is a sample pre-disbursement orientation guide used by BRAC to inform clients about loan products, conditions, rights, responsibilities, and financial best practices. It serves as an informative example and should not replace official institutional guidance.

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Tools & Templates

SEF Customer Care Centre Complaints Procedure

This document outlines the customer care complaints procedure used within a financial service provider. It explains how to handle general complaints, escalation rules if no feedback is received within 7 working days, and how to respond to priority issues. It also includes follow-up requirements and full resolution logging. This resource is useful for customer care and operations teams and can be adapted to other institutional settings.

Download (140.3 KiB)

Tools & Templates

Loan Evaluation Sample Form

This document is a sample loan evaluation form used by financial service providers. It illustrates key criteria and basic information required before approving a loan. It should not be used as a substitute for official institutional policies.

Download (177.7 KiB)

Guide/Manual

How to Design a Complaints Mechanism

This resource outlines how to design an effective complaints mechanism for financial institutions. It is based on Client Protection Principle #7 from the Smart Campaign, which now falls under the broader framework of the 8 Client Protection Standards. The tool presents practical steps, key features, examples, and common issues to improve complaint systems. It is useful for both institutions with existing mechanisms and those starting from scratch.

Note: Although this guide refers to the earlier principles, the content remains relevant under the updated Client Protection Standards.

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Case studies & Field examples

Training Tool on Data Privacy – Case Studies

Five case studies from Indian financial service providers designed to illustrate what can go wrong if proper data privacy policies and procedures are not followed. This training tool uses real-life case studies to highlight common data privacy risks and errors, while providing guidance for staff training and client education.

Note: this document is based on the 6 Client Protection Principles of the Smart Campaign. Since 2022, the sector has been following 8 Client Protection Standards, which make this document outdated but still relevant as a guide for implementing best practices in the field.

Download (288.5 KiB)

Guide/Manual

Educating Clients About Client Protection: A Guide for Financial Service Providers

This educational tool is based on the 6 Client Protection Principles from the Smart Campaign, which is now outdated. The current standard includes 8 Client Protection Standards. However, the guide remains a useful resource for financial service providers to educate clients on how to protect themselves, make informed decisions, and understand their rights and responsibilities. It includes scripts for staff, a detailed responsibilities table, and materials that can be used in training or as visual aids for clients.

Download (236.3 KiB)

Guide/Manual

Collections Guidelines for Financial Service Providers

Originally developed by The Smart Campaign, this tool provides practical guidance for financial service providers to assess and improve their collections policies and practices. It includes checklists, sample manual contents, and staff training tools to promote ethical behavior in collections. Group exercises help field staff handle ethical dilemmas and difficult clients while ensuring repayment. This resource remains highly relevant for institutions committed to respectful and responsible collections practices. It supports a culture of client protection while maintaining institutional sustainability and operational consistency.

Download (351.1 KiB)

Guide/Manual

How to Develop an Institutional Code of Ethics

Originally developed by The Smart Campaign, this resource remains a relevant tool for institutions seeking to develop or revise their Code of Ethics. It offers a practical guide divided into three phases: forming a committee, participatory drafting of the code, and institutional formalization. Its goal is to establish clear ethical standards and foster a culture based on fair and respectful treatment of clients. While a written code does not guarantee ethical behavior, it represents a vital first step toward more responsible management.

Download (331.4 KiB)

Tools & Templates

Transparency in Promotions and Sales: A Checklist for Financial Service Providers

This resource offers a practical guide to improving transparency in the promotion and sale of financial products. It includes five checklists with recommended practices for communicating with clients when offering individual loans, group loans, savings products, and services for clients with special needs. The tool focuses on the first point of client contact—the sales pitch—and emphasizes the use of clear language, appropriate communication methods, and materials suited to clients’ financial literacy. Institutions are encouraged to review and adapt the checklists to fit their own products and sales approaches.

Download (280.2 KiB)

Tools & Templates

Essential Documents for New Clients

Originally created by The Smart Campaign, this toolkit remains a valuable resource to support transparency and client protection in financial services. It provides templates for essential documents—such as a welcome letter, loan summary, privacy agreements, and complaint procedures—that help clients understand their obligations and rights. Institutions are encouraged to adapt and explain these documents clearly, especially to clients with low literacy. Although The Smart Campaign has ended, the toolkit is still relevant and should be reviewed for legal compliance and tailored to each institution’s context.

Download (670.4 KiB)