Customer outcomes – acceptance of signed documents

In the last few days we have issued a number of updates from the FCA and various other agencies regarding the COVID-19 outbreak and firms’ BCP practices. For many of us, our interactions with customers will require them to sign documents and we might ordinarily require wet signatures. During these unprecedented times we ask firms to consider the impact on their customers and whether it is reasonable to still require wet signatures in order for client instructions to be accepted whether this is a trade instruction, transfer request or taking benefits event. Firms will remain mindful of fraud risks and should have measures in place to mitigate this.

 We wish all of our members well during this difficult time and do reach out to committee if you feel there are issues we can be addressing.