标准2025英国标准协会（BSI）发布的新规程，为机构如何保护消费者免受欺诈或财务滥用可能造成的财务损害提供了建议。
由NatWest赞助的规程 PAS 17271：保护消费者免受由于欺诈或财务滥用可能造成的财务损害，为如何识别消费者可能因欺诈或财务滥用而面临特殊风险的消费者以及如何评估对个人潜在风险提供了指导。这个群体中的人暂时或长期的处于易受侵害的环境中，而这会影响其沟
通能力、理解能力、决策能力或者采取最符合自身利益行为的能力。
BSI的新规程中对欺诈及财务滥用做了以下区分——欺诈是一种犯罪行为，其目的是为了获得经济利益，如窃取身份信息或电信诈骗。财务滥用是一种控制他人财产、金钱、养老金或其他贵重物品的犯罪行为，其目的是为了获取经济利益或私人利益。财务滥用通常发生在信任的
人之间，如合伙人、亲属及朋友。
一个组织如何对待消费者的方式可能会造成不同程度的财务危害。如果系统或者程序不能发现、通知、保护及支持消费者，则弱势的消费者更可能遭受诈骗及财务滥用的危害。规程向期望改变或想要达到或保持良好规范的组织提供了详细的建议、指导及全面的清单。建议涉及
了组织原则、文化及战略。
针对已经出现诈骗或者财务滥用的情况，PAS 17271针对如何帮助和支持消费者提供指导，以及就如何将未来的风险最小化提供了指导。欺诈和财务滥用现象十分普遍。2016年，英国有超过185万起金融诈骗，因诈骗导致的支付卡、远程银行及支票的损失达到了768.8万，比
上年增长2%[1]。而专家认为这只是冰山一角，因为上报的诈骗案件只占所有诈骗案件的一小部分[2]。
规程适用于英国境内所有管理英国消费者资金或其他财政资产的组织，不分类型、无论大小，尤其是银行、建筑互助协会、信用卡机构、信贷协会以及养老金机构。
BSI治理及恢复部负责人安妮.海因斯(Anne Hayes)表示“金融机构有责任帮助弱势群体。任何人都可能成为诈骗或财务滥用的受害者——但是从以往的经验中我们知道，有一些人极易受到影响。如有财务问题的人、有学习障碍的人、正在戒毒的人，而年轻人只是这些最易受影响
的人群中的一类”
发布“PAS 17271的目的是为了帮助组织保护消费者免受财务伤害。通过系统及程序的最佳规范防止并发现欺诈及财务滥用是其要旨。”
NatWest预防欺诈负责人大卫.洛（David Lowe）称“诈骗会给受害者带来毁灭性的伤害，但令人难过的是，我们发现这类犯罪的复杂程度一直在增加。支持并帮助消费者免受诈骗的侵害是我们共同的责任，这也是我们在2016年主动向BSI提出制定PAS的原因。BSI PAS为政府、
其他银行以及业内伙伴开展合作达成共同的目标提供了绝佳的平台。”
内政部安全部长本.华莱士（Ben Wallace）说“保护弱势群体不受欺诈或财务滥用的危害是本届政府的重要优先工作，我欢迎这个新的指南推动这一领域形成最佳规范。”
“这是一个展示共同防诈骗特别工作组协作性的示范，其中政府、执法部门以及相关行业通过协作来解决一些最棘手的诈骗问题，保护人民，尤其是极易成为受害者的高风险群体免受诈骗的侵害。”
“全国简单五步预防诈骗行动进一步提高了公众的防诈骗意识，公众可以采取简单的行动保护自己免受最常见诈骗侵害。”
PAS 17271的制定在NatWest的支持下完成，同时还有一个由金融机构和消费者组成的指导小组提供支持。参与PAS制定的并达成业内广泛共识的机构包括：英国巴克莱银行、英国建筑互助协会、消费者&公众权益网络、英国金融诈骗行动组、内政部联合行动小组、KMB电话
营销有限公司、英国警署、国家贸易标准、公共监护人办公室、英国桑坦德银行、苏格兰企业弹性中心、英国合作银行。
BSI launches new code of practice to protect vulnerable customers from fraud and financial abuse
BSI, the business standards company, has launched a new code of practice that gives recommendations to organizations for protecting vulnerable customers from financial harm that might occur as a result of fraud or financial abuse.
Sponsored by NatWest, the code of practice, PAS 17271: Protecting customers from financial harm as a result of fraud or financial abuse, gives guidance on how to recognize customers who might be at particular risk from fraud and financial abuse and how to assess the potential risks to the individual. This can include those in vulnerable circumstances, either temporarily or permanently, which can affect their ability to communicate, understand, make decisions, or take actions that are in their best interests.
The guidance in BSI’s new code of practice distinguishes between fraud – a criminal act involving deception intended to result in financial gain, such as ID theft or online scams – and financial abuse. Financial abuse is the criminal act of controlling a person’s property, money, pension book or other valuables intended to result in the financial or personal gain of the abuser. It is typically carried out by people in a position of trust, such as partners, relatives, friends of carers.
How an organization treats its customers can contribute to levels of financial harm. Inadequate systems and procedures that fail to identity, inform, protect and support customers can make it more likely that vulnerable customers are susceptible to fraud or financial harm. The code of practice provides detailed recommendations, guidance and a comprehensive checklist to organizations that want to implement change, to achieve or maintain levels of good practice. Recommendations cover organizational principles, culture and strategy.
In cases where fraud or financial abuse has already occurred, PAS 17271 gives guidance on how to help and support customers, and how to minimize future risks. Fraud and financial abuse are widespread; in 2016, there were over 1.85 million cases of financial fraud in the UK. During 2016, financial fraud losses across payment cards, remote banking and cheques totalled £768.8 million, an increase of 2% over the prior year.[1] Experts believe this is only the tip of the iceberg, with only a fraction of all fraud cases reported.[2]
The code of practice is applicable to organizations of all types and sizes operating in the UK that manages the money or other financial assets of UK consumers – in particular banks, building societies, credit card providers, credit unions, and pension providers.
Anne Hayes, Head of Governance and Resilience at BSI, said: “Financial institutions have a responsibility to assist the vulnerable. Anyone can be a victim of fraud or financial abuse – but we know from experience that some people are uniquely at risk. Individuals with a
history of financial problems; learning difficulties; those recovering from addictions; and the young are just some of the diverse types of people most susceptible.
“PAS 17271 was created to help organizations protect customers from financial harm. The bottom line is that best practice in systems and procedures can help prevent and detect fraud and financial abuse.”
David Lowe, Head of Fraud Prevention at NatWest said: “Being victim of fraud can be devastating and sadly we are seeing the complexity and sophistication of these crimes increase. We know that it is our collective responsibility to support consumers and help prevent
them from falling victim to fraud which is why we took the initiative to sponsor a BSI PAS in 2016. The BSI PAS provides the best platform to join forces with the government, other banks and industry partners to work towards a common goal.’’
Ben Wallace, Security Minister at the Home Office, said: “Protecting vulnerable people from becoming victims of fraud or financial harm is a key priority for this Government and I really welcome this new guidance which will drive best practice in this area.
“It is an excellent example of the collaborative nature of the Joint Fraud Taskforce which sees Government, law enforcement and industry working together to tackle some of the toughest fraud issues in order to protect the public, particularly those that are at a higher risk
of becoming victims.
“The national Take Five to Stop Fraud campaign raises further awareness of how the public can take simple steps to protect themselves against the most common types of fraud.”
The development of Pas 17271 was sponsored by NatWest, with a steering group comprising financial institutions and consumer bodies. The broad consensus and buy-in from industry includes involvement in the development of the PAS by: Barclays; Building
Societies Association; Consumer & Public Interest Network; Financial Fraud Action UK; Home Office Joint Task Force; KMB Telemarketing Ltd; Metropolitan Police; National Trading Standards; Office of the Public Guardian; Santander UK plc; Scottish Business
Resilience Centre; The Co-Operative Bank plc.