Collection of Resources to Join and Implement the Client Protection Pathway

This page gathers the useful resources for investors and financial services providers to join and implement the Client Protection Pathway. You'll find recent guidelines, recordings and video tutorials, tools and templates. The resources are mainly in English, Spanish, and French.

Esta página reúne recursos útiles para que los inversores y las instituciones financieras se adhieran y apliquen el Camino de Protección al Cliente. Encontrará directrices recientes, grabaciones y tutoriales en vídeo, herramientas y plantillas. Los recursos están principalmente en inglés, español y francés.

Cette page rassemble les ressources utiles permettant aux investisseurs et aux institutions financières de rejoindre et de mettre en œuvre le Parcours de Protection des Clients. Vous y trouverez les dernières directives, des enregistrements et des tutoriels vidéo, des outils et des modèles. Les ressources sont principalement disponibles en anglais, en espagnol et en français.

All Stakeholders: Join the Client Protection Pathway!

Demo in English (French subtitles)

In this video, we guide you on how to join our network, the Client Protection Pathway. It's a simple process that should take less than five minutes. We walk you through the steps, from clicking on the sign-up link to submitting the form.

By joining, you will declare your commitment to implementing client protection and be listed publicly on our website. No action is required from you at this time, but please watch the video for more details.

You can choose to watch this video with French subtitles.

Demostración en español para unirse al Camino de Protección al Cliente

En este vídeo, le guiamos sobre cómo unirse a nuestra red, el Camino de Protección al Cliente. Es un proceso sencillo que le llevará menos de cinco minutos. Le guiamos paso a paso, desde que hace clic en el enlace de registro hasta que envía el formulario.

Al unirse, declarará su compromiso con la implementación de la protección al cliente y aparecerá en nuestra página web. No es necesario que haga nada en este momento, pero le recomendamos que vea el vídeo para obtener más información.

Investors: Take Action for Implementing the Client Protection Pathway

Guidelines to Minimum Actions on Client Protection

These guidelines propose a set of minimum actions investors can take to drive implementation of client protection standards among investees, as well as examples of implementation. Signatories of the joint statement (who have committed to reporting what actions they have taken during the investment process to drive client protection uptake) will find these guidelines particularly useful.

Detailed Guidelines for Implementing the Joint Statement

These detailed guidelines propose a comprehensive set of actions investors can take to drive implementation of client protection standards among investees, as well as examples of implementation. Signatories of the Joint Statement (who have committed to reporting what actions they have taken during the investment process to drive client protection uptake) will find these guidelines particularly useful.

Financial Service Providers: Get Started on the Client Protection Pathway

Client-Centric Product Development Guidelines

Suitable for each financial service provider, this guidelines template describes in details the elements to take into account when designing tailored client-centric products that meet the needs of the target segments. The document takes into account the FSP's strategy and presents a step by step process with templates, examples and relevant questions. It is useful for both institutions with existing mechanisms and those starting to implement a product development policy.

Smart Operations

A Guide for Financial Institutions on Incorporating Client Protection Practices into Institutional Operational Areas. Smart Operations is a practical guide that enables each department of a financial service provider to incorporate key client protection standards. From product design to complaint resolution, it proposes concrete actions that strengthen transparency, accountability, and fair treatment. Its application promotes an ethical culture, improves the client experience, and reinforces business sustainability. The tool is flexible and can be adapted to the reality of each organization. It is essential reading for institutions seeking to offer more human, responsible financial services focused on the real needs of their clients.

Client Protection Action Plan Template

This Excel document provides a template of how to structure and formulate an efficient action plan, with clear actions and their priority, with identified outputs, owners of each actions and milestones.

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.

Mejores Prácticas en Estrategias de Cobranza

Este documento presenta las mejores prácticas en estrategias de cobranza para instituciones de microfinanzas (IMF), destacando su rol estratégico dentro del ciclo crediticio. Se abordan errores comunes en las etapas previas a la mora, la importancia del análisis y seguimiento personalizado de clientes morosos, y se advierte sobre prácticas inadecuadas como refinanciaciones sin evaluación real. No reemplaza asesoría profesional ni normativa legal vigente.

Manual de Entrenamiento de Oficiales de Préstamos - Banco Solidario Bolivia

Este manual del Banco Solidario Bolivia es un recurso institucional destinado exclusivamente a la formación de asesores de crédito. Proporciona lineamientos sobre su perfil, funciones, ética profesional, y procesos comerciales y crediticios. Además, detalla productos financieros como el microcrédito y seguros asociados. Su contenido debe ser utilizado únicamente con fines educativos o internos. El manual busca garantizar un servicio de calidad y el fortalecimiento de las microempresas mediante asesoría efectiva y responsable.

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.

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.

Client Protection Decision Tree

This resource is a decision tree a financial service provider can use to make decisions regarding next steps on the CP Pathway.

Client Protection Pathway Implementation Series

Designed for small- and medium-sized financial institutions, this webinar implementation series presents the specific practices and policies that support good client protection. Topics are relevant both to institutions that want to further develop existing practices and to institutions that are just getting started with client protection.

Client Protection Assessment Tools on SPI Online

The CP assessment tools allow you to take stock of a financial institution's situation with regard to Client Protection Standards.

• Demonstrate your commitment to client protection with CP Commit
• Conduct a comprehensive assessment with CP Full

CP4 Companion to Evaluate Responsible Pricing Indicators

This Excel-based tool will calculate automatically for you three ratios used to assess responsible pricing: Loan Loss Expense Ratio (in % of average assets), Operating Expense ratio (in % of average assets) and Return on Assets. Simply input the financial statements for the past three full years into the tool and analyze the calculated ratios that will appear in the box “Data to analyse”. We’ve also added a brief section of the key financial indicators that are requested in the SPI Online tools.

Download the CP4 Companion and choose the language directly in the Excel file.

Important: extract the ".zip" file before using the Excel file, otherwise the macros will not work. If needed, you can unblock macros by modifying the properties of the file as follows:

• Open Windows File Explorer and go to the folder where you saved the file.
• Right-click the file and choose Properties from the context menu.
• At the bottom of the General tab, select the Unblock checkbox and select OK. Get more support here

All Stakeholders: Third-Party Validation on Client Protection

Third-party validation is the final step on the Client Protection Pathway. During this step, financial service providers who have been working to address gaps in their client protection practices have a third party evaluate and confirm their state of practice. These evaluations may be conducted by organizations such as rating agencies, or by a team of two individuals. Cerise+SPTF recommends that the selection of third-parties be undertaken carefully. To assist you with your selection, Cerise+SPTF has developed resources outlining the professional and ethical standards to which we believe external reviewers should be held, along with the qualifications we believe they should possess.

Guidelines for Third-Party Validation on Client Protection

The Guidelines are a market-based initiative and aim to support transparency in the third-party selection process. They bring together Cerise+SPTF’s recommendations regarding the professional and ethical standards to which we believe external reviewers should be held, along with the qualifications we believe they should possess. They have been developed as a common undertaking between Cerise+SPTF and the Social Investor Working Group, and take reference from leading standard setting initiatives.

Directrices para la Validacion por Terceros de la Proteccion al Cliente

Las Directrices son una iniciativa basada en el mercado y tienen como objetivo apoyar la transparencia en el proceso de selección de terceros. Reúnen las recomendaciones de Cerise+SPTF sobre los estándares profesionales y éticos que, en nuestra opinión, deben cumplir los evaluadores externos, junto con las cualificaciones que consideramos que deben poseer. Han sido elaboradas conjuntamente por Cerise+SPTF y el Grupo de Trabajo de Inversores Sociales, y se basan en iniciativas líderes en materia de establecimiento de estándares.

Terms of Reference for Consulting Services to conduct assessment of Client Protection practices

These draft Terms of Reference (in Word) are for financial service providers to use when soliciting a third party (individual or agency) to assess your achievements in client protection.

All Stakeholders: Communication Materials

Communication Kit

This public Communication Kit in Google Doc provides suggested key messages and other helpful information for all stakeholders to promote the Client Protection Standards and Pathway.