EASY SWITCHING ? – A LONG WAY TO GO BEUC Monitoring Report of the ‘Common Principles for Bank Account Switching’ January 2011 Contact: Anne Fily & Farid Aliyev –
[email protected] Ref.: X/2011/028 - 09/03/11 BEUC, the European Consumers’ Organisation 80 rue d’Arlon, 1040 Bruxelles - +32 2 743 15 90 - www.beuc.eu EC register for interest representatives: identification number 9505781573-45 Executive Summary The Common Principles for Bank Account Switching adopted by the European banking community entered into force in all EU Member States and Norway in November 2009 with the objective to facilitate switching of personal current accounts at national level. In 2010, BEUC and its member associations carried out a monitoring of banks’ compliance with these Common Principles in a selected number of Western and Eastern European countries. The monitoring consisted of the following three steps: monitoring of bank websites (covering EU27 and Norway), collecting consumer testimonies about their recent switching experience and mystery shopping exercises. Non-compliance by banks with the Common Principles was found in many countries with regard to: availability of consumer information on bank websites and at bank branches, bank staff preparedness to inform and help consumers with the switching service, transfer of direct debit mandates between banks and switching delays. While we noticed some progress in facilitating switching of bank accounts, it remains obvious that the implementation of the Common Principles at bank branch level is inconsistent and insufficient. Indeed, the Common Principles were adopted in November 2008 with an implementation period of one year before their entry into force in November 2009.