GPWA Times Magazine - Issue 46 - February 2020

a voluntary basis. While the bank’s website is clear that it cannot guarantee to block all transactions, it will use best endeavors to block confirmed or “suspected” gambling transactions made directly online or at point of sale positions in retail premises, through digital mobile wallets, any direct debit for lotteries, and any banking apps, as applied directly by the customer on a card-by-card basis. While nothing is stated about e-wallets, one can only imagine that it is only a matter of time before they also come under scrutiny. When a customer wants to remove a restriction, a 24-hour cool- ing off period will be applied. This works in exactly the same way that a request to increase or remove a deposit limit with a gambling operator would be subject to a cooling off period and gives customers the chance to change their mind before the change is applied. Where HSBC has gone even further is in training its staff on how to identify and support customers with gambling addictions. According to the bank, it fields around 1,000 gambling-related customer calls a month and in 2018 it estimated that over 500,000 of its U.K. customers made gambling-related payments with an average transaction value of over £50. The bank’s U.K. Head of Financial Inclusion and Vulnerability, Maxine Pritchard, stated that the bank is “‘committed to helping customers manage their finances and that includes introducing new tools that can help control spending.” And the HSBC is not alone. The NatWest bank launched a pilot scheme in 12 of its branches across the U.K. that seeks to provide “‘confidential face-to-face support on the high street in a private space”’ for anyone encountering gambling- related problems. According to the bank’s website, “GamCare will provide be- spoke training for NatWest’s specialist support teams, including Debt Management and Customer Protection teams, on how to identify gambling related harm and support customers who want to stop gambling.” Meanwhile, as part of a training program designed in partnership with the Money Advice Trust, a further 600 frontline staff are It is only a matter of time before the other banks , and thereafter other payment providers such as PayPal , Apple Pay and other electronic and digital wallets follow suit , either voluntarily or ultimately because they are forced to do so . Credit card image by corund/Shutterstock 35 G P W A t i m e s . o r g