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SEPM Guide

SEPM Guide Online

Discover our Guide for Social and Environmental Performance Management

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Our Guide is available for download in Spanish, French, and specific versions

SEPM Guides to download

Resources

528 entries were found.

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This educational tool is based on the 6 Client Protection Principles from the Smart Campaign, which is now outdated.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)

Guidelines

Smart Campaign Compliance Criteria for Code of Conduct

Providers guidance on what a code needs to include and how it must be communicated and staff trained.

Download (75.8 KiB)

Guide/Manual

Smart Operations - All Languages

A practical guide that enables each department of a financial service provider to incorporate key client protection standards. Available in English, Spanish, French, Arabic and Russian.

SEPM Guides - All Versions

This page hosts all versions of the SEPM Guide to assessing and implementing the Universal Standards for Social and Environmental Performance Management. Spanish and French.

CGAP Customer Experience Workbook

A companion workbook for the the CGAP Customer Experience Toolkit which equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.

Download (842.4 KiB)

Tools & Templates

CGAP Customer Experience Toolkit

The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.

Download (2.4 MiB)