Resources

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.

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.

Esta guía indica a los auditores cómo calificar cada uno de los indicadores y detalles de la herramienta de evaluación de las Normas SFN. Más concretamente, esta guía proporciona: (1) el razonamiento lógico del indicador o detalle; (2) los criterios que deben seguirse para determinar la calificación Sí / Parcialmente / No / No aplicable; y (3) las fuentes que deben consultarse para comprender el nivel de desempeño de la institución financiera.