Independent information and guidance

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1 Independent information and guidance Anne Fily COFACE Conference Madrid- 1 May 2015

2 Information on financial services In the financial services area, consumers are overloaded with information, but it is often not complete, objective and transparent. In particular it does not focus on the aspects that are essential to help consumers make informed decisions.

3 Information on mortgage loans Example: Test-Achats website (BE) Nous vous aidons à calculer toute une série de montants relatifs au prêt hypothécaire. Et ce, quel que soit le cas de figure: vous êtes à la recherche d'un tel prêt, ou vous en avez déjà souscrit un, mais souhaitez négocier un nouveau avec votre financier. Calcul de l'ébauche complète: produits annexes inclus de la mensualité maximale que vous pouvez vous permettre du montant que vous pouvez théoriquement emprunter de la mensualité des frais de notaire lors d'une vente de gré à gré pour convertir un taux d'intérêt annuel en taux d'intérêt sur base périodique pour convertir un taux d'intérêt périodique en taux d'intérêt sur base annuelle pour savoir s'il est intéressant de changer de prêt hypothécaire à taux fixe Tableau d'amortissement de votre emprunt à taux variable de votre emprunt à taux fixe de votre emprunt à durée variable

4 Independent information Comparison Websites are increasingly used by consumers, but they are not always reliable The following requirements should apply to all CW: - Transparency on the business model (ownership of the comparison website/ or shareholders); financing model (who pays for what service); - Coverage of sector (all providers, percentage of sector concerned, only those who participate in the scheme, why some providers do not participate in the scheme...); - Data: frequency of updating, verifiability, accuracy, reliability, clarity and user-friendliness; - Methodology (ranking factors, source of information...); - Accessible also to vulnerable consumers.

5 Relevant information: information that should be provided by suppliers Consumers must be provided with information well in time before the contractual decision, and the information needs to be short, understandable (no jargon), structured and relevant. Developing a standardized information sheet for each type of retail financial product to inform consumers about the main product features, and to facilitate comparison: Consumer credit Mortgage credit KID for Prips

6 Financial advice: Who advises consumers? Example - French study: 69% consumers rely on their banker 53% on family 22% on Internet 19% on media 36% admitted that they did not understand the impact of their decision 25% considered to have received bad advice

7 Poor quality of existing advice Advice delivered by financial service providers or intermediaries is biased and of poor quality: Biased by fees, incentives (products are sold, not bought) Poor quality, lack of expertise Misrepresentation: consumers believe it is for free, but it is most often not, but hidden Lack of availability of independent advice in most EU countries: based on a fee paid by the consumer, not the financial service provider

8 Consumer needs Special need for independent advice major financial decisions and complex products: No learning by doing, as for most consumers, buying home with a mortgage loan or investing for pension only happen a few times in life Complexity and uncertainties linked by nature to retail investment services and some types of mortgage (e.g.: foreign currency loans, variables rates) Feedback on quality of choice is not often available when signing the contract Because products are sold rather than bought, consumers choose financial products piecemeal, without an overall view of their financial situation and how all their financial products fit together

9 Independant personalised advice on mortgage loans Example: Which? (UK) We want to find the best deal for you We search thousands of mortgages to find the best deal for you. All our mortgage advisers are paid a salary, rather than commission. So we would only recommend a mortgage that is right for you. What happens when you contact us? We will make an appointment for you to speak to one of our Bristol or London-based mortgage advisers. At that appointment we will want to understand what your circumstances are. Our independent and impartial advisers will then do the hard work for you - looking through 1000s of products to find the right deal for you. You can decide if you want to take our recommendation. There are no fees for the consultation. A fee is only payable if you decide to submit a mortgage application. As all our advisers are paid a salary, and not commission, there is no pressure. This is paid in two parts: 1. A fee of 249* when we start. This fee is non-refundable and payable on application. 2. A second fee once you complete your mortgage. If you re a Which? member when you first get in touch, this is 150. If you re not a member, the fee is 250.

10 Independent personalised advice: Example: Verbraucherzentrale Baden- Württemberg e.v. (VZBW) Qualifications of the advisers Cost to user (personalised advice) Average duration of advice session (personalised advice) Staff members are required to have a university degree in economics. They also receive six months of internal training. During this training period, they shadow a senior employee and observe how to give need-based financial advice. They also learn about relevant professional and legal topics. At the end of this period, they are tested in a real advicegiving situation with a lawyer present. 140 Euro per 2-hours advice session Face-to-face: 2 hours

11 The way forward Prohibition of the title 'financial adviser' or any similar title for salespeople (bank staff, financial intermediaries...); Ban on commissions which are a major source of misselling; Developing advising tools like tree decisions, calculators to help consumers (for simple decisions or as a first step) ; Engage into provision of independent financial advice Room for alternative, non for profit providers

12 Independent financial advice/guidance Ongoing work (Financial Services User Group): Identifying good practices of independent advice, in particular as regards: - Qualifications of advisers; - Remuneration of advisers; - Level of price the consumer is willing to pay; - Incentives to encourage consumer demand for financial guidance; - Quality of the analysis of the consumer needs, and of his current financial situation; inclusion of social and fiscal aspects; - Final delivery to consumers (detailed financial plan, generic guidance..) fin

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