Financial Consumer Protection Surveys

Advances in the digitization of financial services have been central to progress in financial inclusion. But the rapid growth in digital financial services (DFS) is also generating concurrent consumer protection risks. The Financial Consumer Protection Surveys (FCPS) is a series of in-person surveys conducted in 10 countries across Africa and Asia (including Bangladesh, Ethiopia, India, Indonesia, Kenya, Nigeria, Pakistan, Philippines, Tanzania, and Uganda) in two rounds of data collection, the first in 2025 and the second in 2027. It aims to assess risks in DFS and track consumer protection progress. The survey includes topics on access to and usage of DFS, consumer choice and knowledge, challenges and risks (including fraud, over-indebtedness, agent misconduct, and financial loss), service quality challenges, and complaints redress.