BC BC Money Changers Business Conduct Module
BC-A BC-A Introduction
BC-A.1 BC-A.1 Purpose
Executive Summary
BC-A.1.1
This Module contains requirements that have to be met by
licensees with regards to their dealings withcustomers .October 2010BC-A.1.2
The Rules contained in this Module aim to ensure that
licensees deal with theircustomers in a fair and open manner, and address theircustomers ' information needs.October 2010BC-A.1.3
The Rules build upon several of the Principles of Business (see Module PB (Principles of Business)). Principle 1 (Integrity) requires
licensees to observe high standards of integrity and fair dealing, and to be honest and straightforward in their dealings withcustomers . Principle 3 (Due skill, care and diligence) requireslicensees to act with due skill, care and diligence when acting on behalf of theircustomers . Principle 7 (Customer Interests) requireslicensees to pay due regard to the legitimate interests and information needs of theircustomers , and to communicate with them in a fair and transparent manner.October 2010BC-A.1.4
The Rules contained in this Module are largely principles-based and focus on desired outputs rather than on prescribing detailed processes. This gives
licensees flexibility in how to implement the basic standards prescribed in this Module.October 2010Legal Basis
BC-A.1.5
This Module contains the Central Bank of Bahrain's ('CBB') Directive (as amended from time to time) on business conduct by
licensees , and is issued under the powers available to the CBB under Article 38 of the CBB Law. The directive in this Module is applicable to alllicensees . Requirements regardingMoney Changer Licensees are also included in the Regulation Organising Money Changing Business, issued in 1994 and included in this Module.Amended: January 2011
October 2010BC-A.1.6
For an explanation of the CBB's rule-making powers and different regulatory instruments, see Section UG-1.1.
October 2010BC-A.2 BC-A.2 Module History
Evolution of the Module
BC-A.2.1
This Module was first issued in October 2010 by the CBB. Any material changes that have subsequently been made to this Module are annotated with the calendar quarter date in which the change was made: Chapter UG-3 provides further details on Rulebook maintenance and version control.
BC-A.2.2
A list of recent changes made to this Module is provided below:
Module Ref. Change Date Description of Changes BC-A.1.5 01/2011 Clarified legal basis. BC-2.5.2 07/2019 Amended the number of years for record keeping. BC-C 10/2020 Added a new Chapter on Provision of Financial Services on a Non-discriminatory Basis Superseded Requirements
BC-A.2.3
This Module supersedes the following provisions contained in circulars or other regulatory requirements:
Document Ref. Document Subject EDBC/73/96 Explanatory note on the promotion of banking and financial products offered in/from Bahrain by means of incentives. October 2010BC-B BC-B Scope of Application
BC-B.1 BC-B.1 Scope of Application
BC-B.1.1
The content of this Module applies to all
Money Changer licensees authorised in the Kingdom, thereafter referred to in this Module aslicensees .October 2010BC-C BC-C Provision of Financial Services on a Non-discriminatory Basis
BC-C.1 BC-C.1 Provision of Financial Services on a Non-discriminatory Basis
BC-C.1.1
Money changer licensees must ensure that all regulated financial services are provided without any discrimination based on gender, nationality, origin, language, faith, religion, physical ability or social standing.Added: October 2020BC-1 BC-1 Base Requirements
BC-1.1 BC-1.1 General Rules
BC-1.1.1
This Module applies to all
licensees .October 2010BC-1.1.2
This Module aims to encourage high standards of business conduct, which are broadly applicable to all
licensees , all types ofregulated money changer services , and all types ofcustomers .October 2010BC-1.1.3
Licensees must comply with theMoney Changers' Business Code of Practice ('the Code' ), under Chapter 2 of this Module, throughout the lifetime of their relationship with acustomer .October 2010BC-1.1.4
Licensees must take responsibility for compliance with theCode by all persons carrying outregulated money changer services on their behalf.Licensees must put in place appropriate measures across all their business operations to ensure compliance with theCode .October 2010BC-1.1.5
The Business
Code of Practice comprises a number of overarching principles of business conduct, with respect to the conduct ofregulated money changer services bylicensees ; these cover the various stages of the life of acustomer relationship.October 2010BC-1.1.6
Licensees must maintain adequate records to demonstrate compliance with theCode .October 2010BC-1.1.7
The
Code focuses on desired outcomes, rather than prescribing detailed measures to achieve those outcomes.October 2010BC-1.1.8
The CBB will monitor compliance with the
Code and business conduct standards. If required, the CBB may develop more detailed rules and guidance to supplement the existingCode .October 2010BC-2 BC-2 The Business Code of Practice
BC-2.1 BC-2.1 Overarching Principles
BC-2.1.1
In the course of
regulated money changer services ,licensees must:(a) Act with due skill, care and diligence in all dealings withcustomers ;(b) Act fairly and reasonably in all dealings withcustomers ;(c) Identifycustomers ' specific requirements in relation to the services about which they are enquiring;(d) Provide sufficient information to enablecustomers to make informed decisions when purchasing services offered to them, as listed under Paragraph BC-2.5.2 of the Appendix;(e) Provide sufficient and timely documentation tocustomers to confirm that their transaction arrangements are in place and provide all necessary information about their rights and responsibilities, as listed under Paragraph BC-2.5.3 of the Appendix;(f) Maintain fair treatment ofcustomers through the lifetime of thecustomer relationships, and ensure thatcustomers are kept informed of important events;(g) Ensure complaints fromcustomers are dealt with fairly and promptly, in accordance with the Rules under Section BC-2.3;(h) Ensure that all information provided tocustomers is clear, fair and not misleading, and appropriate tocustomers ' information needs; and(i) Take appropriate measures to safeguard any money and precious metals handled on behalf ofcustomers and maintain confidentiality ofcustomer information.October 2010BC-2.2 BC-2.2 Marketing and Promotion
BC-2.2.1
Licensees must ensure that all advertising and promotional material is fair, clear and not misleading.October 2010BC-2.2.2
In ensuring that the description of the service in the promotional material is fair, clear and not misleading, the
licensee should send copies of the documentation relating to promotional schemes to the CBB at least 2 weeks prior to their launch and should, among other precautionary measures, ensure that:a) The purpose, and to the extent practicable, the content, of the information or communication are likely to be understood by the average member of the group to whom the communication is addressed;b) Key items contained in the information are given due prominence;c) The method of presentation in the information does not disguise, diminish, or obscure important risks, warnings or information; andd) The communication does not omit information that is material to ensure it is fair, clear and not misleading.October 2010BC-2.2.3
Licensees must ensure that the accuracy of all material statements of fact in promotional materials is supported by adequate evidence.October 2010BC-2.2.4
Licensees must not, in any form of communication with an individualcustomer , attempt to limit or avoid any duty or liability it may have towards the individualcustomer in relation toregulated money changing services. October 2010Content of Promotions
BC-2.2.5
Before a
licensee communicates any promotional material to acustomer or a potentialcustomer it must ensure the promotional material at the very least contains the information laid out in Paragraph BC-2.5.1 of the Appendix.BC-2.2.6
Licensees must not make use of the name of the CBB in any promotion in such a way that would indicate endorsement or approval of its services.BC-2.2.7
All documentation concerning promotional schemes must be in Arabic and English and, if relevant, any other language necessary for customers to fully understand and appreciate their terms and conditions. Such terms and conditions, including any related advertising, need to be clear, concise, truthful, unambiguous and complete so as to enable
customers to make a fully informed decision.BC-2.2.8
Customers to whom promotional schemes are directed should enjoy equal opportunity in terms of access to, and treatment within, such schemes.BC-2.2.9
No costs (including funding costs), charges or levies associated with promotional schemes should be concealed from prospective
customers .BC-2.2.10
Any raffles/lotteries etc. held as part of promotional schemes should be independently monitored (e.g. by the institution's external auditor) and adequate systems put in place to ensure fair play and impartiality.
BC-2.2.11
An appropriate system should also exist for informing participants of the results of a raffle/lottery without delay.
BC-2.2.12
Institutions should note that raffles/lotteries etc. may be subject to rules and requirements (including prior authorisation/approval) laid down by the Ministry of Industry and Commerce.
Records
BC-2.2.13
Licensees must maintain a record of all promotional materials issued by them or on their behalf, particularly where raffles/lotteries etc. are concerned.BC-2.3 BC-2.3 Complaints
BC-2.3.1
Licensees must disclose, maintain and operate effective procedures for handling complaints in a reasonable and timely manner. These procedures include:(a) Informingcustomers in writing of any out of court complaint and redress mechanism and methods for having access to it;(b) Paying compensation or other forms of redress tocustomers where thelicensee decides this is appropriate; and(c) Regularly verifying if complaints are effectively processed.October 2010BC-2.3.2
Upon receiving complaints from
customers (either orally or in writing),licensees must:(a) Acknowledge complaints promptly, within 5 business days, and providecustomers with an explanation about how the complaint will be handled and any actions required of thecustomer ;(b) Consider and handle complaints fairly and promptly, keepingcustomers informed of progress; and(c) Provide final responses tocustomers ' complaints without undue delay and within 20 business days.October 2010BC-2.3.3
In their final responses to
customers ' complaints,licensees must:(a) Accept (or partially accept) the complaint and where appropriate offer compensation or other forms of redress; or(b) Reject (or partially reject) the complaint, informingcustomers with a full explanation of thelicensee 's position.October 2010Records
BC-2.3.4
Licensees must maintain adequate records of all complaints received, and how they were dealt with, to a level of detail sufficient to demonstrate compliance with this Section and in accordance with the Rules under Section GR-1.October 2010BC-2.3.5
In recording complaints activity,
licensees should consider the types of data and reports that will enable them to demonstrate compliance with the above Rules for handling complaints, together with the overarching principles requiring fair dealings withcustomers .October 2010BC-2.4 BC-2.4 Confidentiality
BC-2.4.1
Licensees must ensure that any information obtained from theircustomers is not used or disclosed unless:(a) They have thecustomer's consent;(b) Disclosure is made in accordance with thelicensee's regulatory obligations; or(c) Thelicensee is legally obliged to disclose the information in accordance with Article 117 of the CBB Law.October 2010BC-2.4.2
Licensees must take appropriate steps to ensure the security of any information handled or held on behalf of theircustomers .October 2010BC-2.5 BC-2.5 Appendix
BC-2.5.1
The minimum information that should be contained in promotional material includes:
(a) The name of thelicensee communicating the promotional material;(b) Thelicensee's address;(c) A description of the main characteristics of the service offered;(d) Suitable warning regarding the risks of the service offered; and(e) A clear statement indicating that, if acustomer is in any doubt about the suitability of the agreement which is the subject of the promotion, he should consult thelicensee .October 2010BC-2.5.2
The minimum information that should be provided to
customers when purchasingregulated money changer services include:(a) The regulatory status of thelicensee ;(b) A statement that thelicensee is bound by the CBB's regulation and licensing conditions;(c) Thelicensee's name, address, e-mail and telephone number;(d) A statement of the services provided by thelicensee , as permitted by the CBB;(e) The total price to be paid by thecustomer to thelicensee for its services, or, where an exact price cannot be indicated, the basis for the calculation of the price enabling thecustomer to verify it;(f) A statement that clearly indicates the following:(i) Thecustomer's right to obtain copies of records relating to his business with thelicensee ;(ii) Thecustomer's record will be kept for 5 years or as otherwise required by Bahrain Law; and(g) The name and job title, address and telephone number of the person in thelicensee to whom any complaint should be addressed (in writing) by thecustomer .Amended: July 2019
October 2010BC-2.5.3
The minimum information that should be included in a transaction confirmation includes:
(a) Thelicensee's name and address;(b) Thecustomer's name or other identifier;(c) Whether the transaction was a sale or purchase;(d) The date and time of the transaction; and(e) The amount thelicensee charges in connection with the transaction, including commission charges.October 2010