COVID-19 | Official online Resource and News Portal. For more information, visit

Recourse in Digital Financial Services : Opportunities for Innovation

This case highlights the importance of an efficient customer recourse system. Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention. Effective recourse, and the key principles of awareness, access, timeliness, and fairness associated with effective recourse systems, becomes all the more relevant in the case of digital financial services (DFS), which still face trust deficits among some consumers.

CGAP is a global partnership of more than 30 leading development organizations that works to advance the lives of poor people through financial inclusion. Using action-oriented research, we test, learn and share knowledge intended to help build inclusive and responsible financial systems that move people out of poverty, protect their economic gains and advance broader development goals. We research and experiment to achieve proof of concept and extract lessons that can be built to scale by our partners, who apply our insights in the marketplace.