Consumer protection and financial innovation

The EBA promotes a transparent, simple and fair internal market for consumers in financial products and services. The EBA seeks to foster consumer protection in financial services across the EU by identifying and addressing detriment consumers may experience, or are at risk of experiencing, in their dealings with financial firms. The role and tasks of the EBA related to consumer protection and financial activities include: collecting, analysing and reporting on consumer trends in the EU; reviewing and coordinating financial literacy and education initiatives; developing training standards for the industry; contributing to the development of common disclosure rules; monitoring existing and new financial activities; issuing warnings if a financial activity poses a serious threat to the EBA's objectives as set out in the its funding Regulation; and temporarily prohibiting or restraining certain financial activities, provided certain conditions are met.

Technical Standards, Guidelines & Recommendations

  • Guidelines on procedures for complaints of alleged infringements of the PSD2

    These draft Guidelines are part of the EBA’s work to support the core objectives of the PSD2 of strengthening the integrated payments market across the European Union, ensuring a consistent application of the legislative framework and promoting transparency.

    Status: Under development

  • Technical Standards on standardised terminology and disclosure documents under the PAD

    These technical standards are aimed at enhancing the comparability of fees through standardised terminology and disclosure documents across the European Union. This will allow consumers to compare offers from different payment services providers and to make informed decisions on the payment account that best suits their needs.

    Status: Final draft adopted by the EBA and submitted to the European Commission

  • Guidelines on the criteria on how to stipulate the minimum monetary amount of the professional indemnity insurance under PSD2

    These Guidelines define the criteria Competent Authorities should consider when stipulating the minimum monetary amount of the professional indemnity insurance (PII) or comparable guarantee for payment initiation and account information service providers under the revised Payment Service Directive (PSD2)

    Status: Under development

  • Guidelines on product oversight and governance arrangements for retail banking products

    The mis-conduct of financial institutions can cause significant consumer detriment, undermine market confidence, threaten the integrity of the financial system, and incur large costs to wider society. In order to address some of these conduct risks, the EBA has developed detailed Guidelines on product oversight and governance arrangements for the retail banking products that fall into its consumer protection remit, which are: mortgages, personal loans, deposits, payment accounts, payment services, and electronic money. The Guidelines provide a framework for robust and responsible product design and distribution by manufacturers and distributors.

    Status: Final and translated into the EU official languages

Opinions, Reports and other Publications





Other Publications


  • Consumer Trends Report 2016 [779.8KB]

    The European Banking Authority (EBA) published today its fifth annual Consumer Trends Report, which provides an overview of the trends observed in 2016, the issues that will or could have an impact... Read more


  • EBA Consumer Trends Report 2015 [804.7KB]

    The European Banking Authority (EBA) published today its fourth annual Consumer Trends Report. The report, which covers all the products that fall into the EBA’s consumer protection mandate, such... Read more


  • Consumer Trends Report 2014 [844.0KB]

    The European Banking Authority (EBA) published today its annual report on consumer trends, giving an overview of the analysis carried out in the area of consumer protection and financial... Read more