Essential Documents for New Clients

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The “Essential Documents for New Clients” refers to the set of documents that help new clients understand their full financial obligations, what they can expect from the institution, and what to do if they experience problems along the way.  

Institutions should provide the Essential Documents to clients prior to the first loan disbursement, and should include the following documents, at a minimum:

  • Full loan contract                                      
  • Institutional pledge to clients
  • Loan contract summary page                      
  • Loan repayment schedule
  • Welcome letter                                          
  • Complaints information handout
  • Data privacy agreement—full version            
  • Delinquency information
  • Summary data privacy agreement
  • Educational materials (optional)
Using the Essential Documents for New Clients

The following tool kit includes examples of each of the documents listed above, with the exception of the loan document and loan document summary (however, guidelines are provided for these documents). Financial service providers can review each of the documents in this tool when developing or improving their own new client welcome documents. The “Essential Documents for New Clients” is necessary for transparent communication to new clients. It can also improve customer service, and may reduce problems that arise from clients forgetting or missing information once they go home.

The documents in this tool are samples and should be adapted to the institution and reviewed by local counsel to make sure that they conform to applicable laws. The Smart Campaign encourages your institution to share with us your adaptations of these documents, as well as ideas for adding to or improving this tool: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Download the Tool (English) » – Version 2.0

Download the Tool (Spanish) »– Version 2.0

Download the Tool (Portuguese) »

Download the Tool (French) » – Version 2.0

Download the Tool (Russian) » – Version 2.0

Download the Tool (Arabic) » – Version 2.0

 

·         Full loan contract

·         Loan contract summary page

·         Welcome letter

·         Data privacy agreement—full version

·         Summary data privacy agreement

 

·         Institutional pledge to clients

·         Loan repayment schedule

·         Complaints information handout

·         Delinquency information

·         Educational  materials (optional)