Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what estimate the Financial Conduct Authority has made of the number of consumers who have reported difficulty accessing financial services due to mandatory mobile phone authentication.

The Government recognises the importance of ensuring people can access the financial products and services they need. The Government is committed to ensuring high standards of financial inclusion across the financial services sector.

The Payment Services Regulations 2017 require firms to apply strong customer authentication when users access their payment account online, initiate an electronic payment or carry out any action through a remote channel (e.g. via the internet) which may carry a risk of payment fraud, unless an exemption applies (e.g. for low-value purchases). Firms are able to choose which methods of authentication they apply.

The Financial Conduct Authority (FCA), which is independent of the Government, issues detailed standards for firms on strong customer authentication. The FCA expects firms to develop strong customer authentication solutions that work for all groups of consumers, including those with protected characteristics. This means it may be necessary for firms to provide different methods of authentication, for example when customers face difficulties accessing or using a mobile device.

The FCA also requires authorised financial services firms to comply with their ‘Consumer Duty’, which requires them to deliver good outcomes for retail customers. The Consumer Duty has rules and guidance covering key aspects of the firm-customer relationship. For example, it requires firms to ensure that the design of the product or service meets the needs, characteristics and objectives of their target consumer market. More detail on the Consumer Duty can be found on the FCA’s website: https://www.fca.org.uk/firms/consumer-duty

It is important that people are able to take advantage of digital innovation, and the opportunities this presents, to manage their money more effectively. This is why the issues of access to banking and digital inclusion have been considered as key areas of focus in the Government's recently published Financial Inclusion Strategy.