Metro Bank relies on association to support victims of fraud

The British Bank Metro Bank has just announced the signing of its new partnership with the charity Victim Support. The bank will have to help the bank offer an independent support service to its clients who are victims of fraud. This restorative approach complements a more comprehensive anti-fraud mechanism, including preventive solutions to avoid risks.

FACTS

• Metro Bank will now put its fraud-affected clients in contact with Victim Support teams. The latter are composed of specialized advisers on fraud issues.

• They offer free support to victims, in a confidential and personalized manner. Victim Support relies on direct exchanges to help victims recover, especially psychologically, as a result of fraud. But teams also need to provide many advice to help them identify the risks of future fraud.

• This support will be particularly offered to victims of sentimental scams in which fraudsters simulate feelings to ask their victims for money.

ISSUES

• Support the most fragile: Metro Bank points to an increase in risk, while the bank reported a 50% increase in sentimental scams in 2024. However, in one third of cases, this increase concerns fragile or vulnerable customers.

• Improve support : Metro Bank today builds on a complementary approach to the fight against fraud by focusing on improving customer relationship management and victim support. In this way, the bank is putting in place a mechanism that demonstrates its awareness that risks can still occur despite numerous initiatives to prevent them.

• Humanizing processes Most of the recent innovative initiatives to improve the management of the fight against fraud focus on technologies by including artificial intelligence solutions in procedures. Today, however, Metro Bank takes the market counter-step by relying on an association and human contacts to support the victims.

PERSPECTIVE

• The announcement of the signing of this new partnership with an association to improve the support of clients who are victims of fraud represents a new step in Metro Bank's commitment to fraud management and customer relations.

• Metro Bank Associated In particular to Natwest and the web giant Meta in October 2024, to coordinate their actions and increase efficiency in the fight against online fraud and on social networks.

• More recently, Metro Bank organized the fight against fraud on WhatsApp by presenting Metro Bank Scam Checker, an anti-fraud tool, developed with Ask Silver's AI and accessible via the email service.

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