Perceptions of Consumer Protections in Payments

Pay.UK have published summary findings from primary research exploring perceptions of consumer protections in payments.

The research explored a range of topics, including consumer understanding of payment behaviours; the role of protections; usage and attitude to Faster Payments; and perceptions and gaps in payment protections.

Whilst the issue of fraud and APP scams are critical in today’s world, fraud was out of scope for this particular research as the detriment that customers face from authorised push payment (APP) scams is well known, and work is already being undertaken across the industry to improve solutions in this space.

Pay.UK’s research highlights:

  • Consumers report a range of motivations for using these payment methods – convenience and ease stand out as key, and therefore these could encourage uptake if a new method were to have these characteristics.
  • Consumers are often unaware if and when they are using Faster Payments, and lines are more blurred with consumer-to-business payments. Protection is important but lack of it is currently not a barrier to more people using FPS.
  • A range of factors may increase the need for additional protection in future:
    • Promotion by financial providers, retailers or tech companies
    • Increasingly fragmented payment provider markets (particularly online)
    • Increasing use of the Faster Payments Service (FPS) for ‘higher risk’ purchases.
  • It is important to note that financially vulnerable and less confident consumers, who have different motivations and levels of confidence, are currently seen to be less well placed to take advantage of existing protections.

In addition to the research findings the paper highlights differences between consumer segments, their understanding of payment methods and protections and motivations for their choices. 

The paper concludes with next steps, including policy work on the topic. Pay.UK have created a working group with UK Finance that has provided input and challenge into the process so far, and will continue into the next phase.

More: Pay.UK research – exploring perceptions of consumer protections in payments.

More: Perceptions of Consumer Protections in Payments.

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