We support the Keep Me Posted campaign as we believe consumers should have the right to choose how they are contacted by their service and bank providers. 

In recent years postal mail has been in decline, with an increasing number of businesses opting to use online statements and communications instead of offering a paper based option. Public resistance to receiving and sending private information online has steadily eroded and, coupled with more flexible web access by any device from any location, organisations fear losing customers if they don’t provide billing and other information online. But on the other hand, they could also lose customers by simply denying them the right to choose how they receive their bills.

The Facts

How do we know that consumers want to choose? Well, Independent figures show that:

•  81% of UK adults want to choose how they receive important information from business services
• 44% of Britons believe that their financial records would be incomplete without paper statements
• 41% of Britons worry that they might miss a payment if they didn't receive paper statements
• 40% of UK adults say that removal of paper statements could seriously affect their finances

Businesses should ensure that they at least give their consumers the option of how they want to receive their bills. Paper-based documentation remains an accepted form of identity requested by organisations to show proof of address and financial status, and providing online-only billing can actually make life less convenient for some.

The problems with online-only access

Digital billing is not an option for many people; around 5.2 million households in the UK do not have internet access and 16 million people over the age of 15 do not have basic online skills. It is of course possible for someone to call and request a statement is printed and posted to them, but may take time to undertake, which is hardly convenient for the person involved.

The Keep Me Posted campaign is urging businesses to sign up to their pledge to give their customers the option. They have already seen success with this as the UK’s 6th largest building society, Principality Building Society, recently signed up to the pledge, committing themselves to offering their customers the choice.

Signing up to this pledge and giving your consumers the choice can lead to better customer retention as they will be more confident knowing the status of their finances.