Service User Principles

The Faster Payments Strategy for maintaining and developing its level and quality of engagement with the service user community and to evaluate their needs will be implemented in accordance with the following key principles:

Principle One - Inclusion

We promise to give our service users the opportunity to influence our decision-making which affects them and their needs. Through our engagement activities, they will have the opportunity to share their views, participate in identifying long-term needs and interests and contribute their input to address issues.

Principle Two - Collaboration

We promise to educate ourselves and service users and we will investigate innovative ideas and solutions. We want to join hands with organisations and experts who wish to share and combine knowledge in delivering tangible ideas that will have enduring benefits for our users and we will make them freely available to all.

Principle Three - Responsiveness

We promise to document service users’ needs and interests and assess them internally. The outcome of these assessments will help inform the company’s decisions and actions as and when appropriate. We will then go back to our service users to inform them about the outcome of our assessment and will explain the rationale for our decisions.

Principle Four - Integration

We promise to integrate our service users’ needs and interests into our decision-making processes. Users’ views, needs and interests will serve as the Scheme’s guideline to ensure that FPSL continues to deliver a safe and secure service and develop innovative products and services for the greater good of our users. When looking at solutions, FPSL will avoid universal one-size fits all solutions. Instead, it will balance the needs of across all segments to create flexible options that will benefit a wide range of users.

FPSL will periodically review its processes and approach against this set of principles to guarantee that we continue to offer safe, fast and reliable services to all our service users.