United States: Behind The Curve - Are Legal & Regulatory Concerns Preventing UK Financial Service Companies From Fully Harnessing Social Media?

Last Updated: September 3 2013
Article by Susan McLean

Today's consumers want to engage in a new way with the companies from which they buy goods and services. Although some UK financial services organisations are leading the way in terms of their use of social media, on the whole, engagement in social media by UK financial services firms is still relatively limited. This is particularly evident when compared against activity in other sectors and when compared against the level of social media engagement by U.S. and Asian firms. Are legal & regulatory concerns to blame?

CURRENT STATE OF MARKET

How financial services ("FS") organisations engage with social media can help differentiate them from their peers. Particularly when dealing with younger consumers such as the student market, FS organisations need to engage with consumers in the most effective way, which could be by placing a topical blog on Pinterest, a fun video on YouTube or interacting with consumers via Twitter or Facebook (rather than running a traditional print or broadcast campaign). Simply having a Twitter account or Facebook page which pushes out information is no longer enough. Genuine interactive engagement is what consumers are looking for and is the key to the most successful social media strategy.

The best users of social media in the FS sector appreciate that harnessing of social media is as much about raising your brand profile, as promoting specific products or services. Consider the huge success of Comparethemarket.com's Russian meercat brand ambassador who has almost 60,000 followers on Twitter. Also, consider that the winner of the Shorty Award 2013 for Best Use of Social Media for Financial Services was Citi for its Citi-Connect: Professional Women's Network on Linked-In. Neither of these campaigns directly relates to the products and services offered by the relevant firm, but both have been very successful in terms of brand awareness. Social media can also be used to good effect to highlight organisations' corporate social responsibility and philanthropy initiatives - to help counteract the 'fat cat' perception of bankers and financiers. Given that social media enables disgruntled consumers to find a louder voice and journalists are increasingly using social media to get stories, firms need to use social media to try to change the online conversation about their organisations. In fact, the best social media strategies can go beyond engaging consumers and actually convert them into advocates for a brand. The perceived benefits of brand advocacy are huge. According to research, recommendations from personal acquaintances or opinions posted by consumers online are the most trusted forms of advertising. But social media is not just a marketing tool - it can bring wider business value. For example, it can be used in recruitment, customer insights, research and development, issue/crisis management and customer services. (It is also worth pointing out that social media is not just for retail banks and consumer-focused FS firms. It can also be harnessed by firms in the B2B sector. For example, some companies are creating networking and educational communities for their target audience (e.g. SMEs, IFAs, etc) within more business-focused social media platforms such as Linked-In.)

However, despite the myriad of opportunities that social media offers and the size of the UK FS sector compared to other sectors, the use of social media by FS organisations still appears to be in its infancy. The reluctance by UK financial organisations to fully engage with social media may be down to general conservatism on the part of the sector, a fear of public dialogue with customers and a lack of understanding and expertise in-house in terms of social media and its value. However, it also appears in no small part to be down to uncertainty as to the application of financial laws and regulations to social media. So, what are the legal and regulatory considerations that UK FS organisations have to consider when embarking on a social media strategy and, with the recent replacement of the Financial Services Authority ("FSA") by the Financial Conduct Authority ("FCA") and the Prudential Regulatory Authority ("PRA")1, will we see any change?

FINANCIAL RULES

In the U.S. various regulatory guidance, including from FINRA, FFIEC and the SEC, on the use of social media has been published. However, to date, in the UK, there has been very limited regulatory guidance regarding social media and the FCA has recently reiterated that it has no current plans to issue any further guidance on the basis that it believes that its rules are media neutral. So it remains up to firms to evaluate their activities carefully against the applicable rules. Some of the key issues for firms to consider include the following.

PRINCIPLES FOR BUSINESS

In terms of overarching obligations, when operating online, a firm must pay attention to the fundamental principles contained in the FCA Handbook, in particular, to treat customers fairly2 and provide information that is clear, fair and not misleading.3

COMMUNICATIONS AND PROMOTIONS

Firms need to ensure that all social media activities comply with the applicable rules concerning communications and promotions ("FCA Promotion Rules").4 A financial promotion is a communication that is an invitation or inducement to engage in investment activity that is communicated or approved by an authorised person.5 Financial promotions must comply with all of the applicable FCA Promotion Rules, with the overriding requirement that promotions must be "fair, clear and not misleading."

As indicated above, the FCA believes that its rules apply in a way that is media neutral; the rules focus on the content of communications and not on the medium used. Therefore, in its opinion, applying the rules to financial promotions using new media is no different to financial promotions made using any other medium. (However, this is easier said than done - the FCA Promotion Rules were created to apply to traditional forms of advertising, but now, for example, need to be interpreted in terms of a 140 character tweet!)

Organisations should note that:

1. banner ads, tweets, sponsored links, hyper-text links, posts on Linked-In and Facebook and other communications made using social media may all be considered promotions. (There are certain exceptions in relation to image advertisements (see below));

2. tweets posted by customer would not be financial promotions, but re-tweets by a firm could be;

3. just because products or services are not explicitly mentioned in a communication does not mean that the communication is not a promotion;

4. in terms of references to past performance, firms will need to include a 5-year chart plus suitable risk warning;

5. risk warnings must be displayed prominently and clearly. (Be aware that roll-over type risk warnings will not be sufficient as the FCA considers that many people may read an advert without hovering over it);

6. there is no "one-click" rule; being one-click away from the necessary information does not automatically make a promotion requirement. Each promotion must be "standalone compliant" - it is not acceptable for a firm to omit important information or risk statements from promotions on the basis that the information will be provided later on in the process; and

7. even if a communication is not classed as a promotion (e.g., it's a response to a query, complaint or general correspondence, etc.) it will still need to be clear, fair and not misleading.

An image advertisement will not be considered a promotion in terms of investment and mortgage products, but there is no equivalent exception for insurance products. However, note that an image advertisement is narrowly construed and is limited to an advertisement which contains (i) the name of the firm, (ii) a logo or other image, (iii) contact details and (iv) a reference to the types of regulated activities the firm provides or its fees or commissions (investments) or a brief factual statement of the firm's main occupation (mortgages). Anything more and the communication will fall into the category of promotion.

The potential consequences for breaching the FCA Promotion Rules include: (a) criminal penalties;6 (ii) agreements entered into as a result of the promotion being unenforceable and compensation payable;7 and/or (iii) the promotion being banned.8

To ensure compliance with the FCA Promotion Rules, firms should:

a. have appropriate policies and procedures in place;

b. consider whether social media is a suitable method for the communication, taking into account the nature and complexity of the product or service (e.g., given the space limitations of the particular channel);

c. consider whether the promotion meets the requirements for standalone compliance;

d. be mindful of the rules when purchasing (or instructing third parties to purchase) search terms from search engine providers;

e. keep appropriate records of all financial promotions; and

f. review communications regularly to ensure that promotions posted via social media remain up-to-date (new media may date more quickly than traditional media).

COMPLAINTS HANDLING

When handling complaints, firms must: (i) investigate each complaint competently, diligently and impartially, (ii) assess each complaint fairly, consistently and promptly, (iii) provide fairly and promptly a clear assessment of the complaint and an offer of redress or remedial action, if appropriate and (iv) ensure any offer of redress or remedial action that is accepted is settled promptly.9 The FCA classes a complaint as any oral or written expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service or a decision by a firm in relation to a consumer redress scheme. Generally the complaint must allege that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. In the context of social media, the challenge for firms is whether they can identify when complaints are being made via social media and whether their complaint handing procedures capture such complaints.

OUTSOURCING

If a firm outsources any critical activities as part of its social media strategy it will need to take account of the applicable outsourcing rules and guidance contained in SYSC 8 of the FCA and PRA Handbook.10

MARKET ABUSE

A firm is required to comply with applicable market abuse and related rules, including:

1. not make false or misleading statements or omit material information;11

2. not disclose any inside information or commit any other form of market abuse;12

3. not disclose inside information;13

4. keep the market reasonably informed;14 and

5. comply with its obligations in terms of announcements;15

To avoid falling foul of the applicable rules via social media communications, firms should: (i) put in place appropriate social media policies, procedures and training for employees, (ii) synchronise any social media release with any formal release to the market; and (iii) carry out appropriate internal and external monitoring (e.g., of employees statements on social media and any statements made on linked third-party sites).

FCA MONITORING

Firms should note that even if they are not monitoring what is being said about them online, the regulator might be. When the Bank of Scotland was fined £4.2 million in 2012 for failing to keep accurate mortgage records,16 this failure was spotted by the regulator through monitoring complaints posted on a consumer forum website. Indeed, in March 2013, the new FCA chief executive indicated that the FCA plans to carry out pro-active monitoring of firms via social media, both for spotting illegal promotional activity and for wider market trends. "...What's new is that we won't just be relying on regulatory reports back from firms, but on reports from consumer bodies, internet monitoring, the media and even on Twitter. In the past, the emphasis was on firms' regulatory reporting. We will be much broader in our approach."17

GENERAL ISSUES

Of course, there are a whole host of general legal issues arising from social media that will also need to be considered, e.g., in terms of:

  • employees' use of social media (monitoring, policies, training, liability, disclosure of confidential/proprietary information, etc);
  • use of social media in recruitment;
  • privacy;
  • security;
  • crisis management and damage to reputation;
  • protection & infringement of intellectual property rights;
  • general advertising and marketing rules;
  • consumer protection/unfair terms & trading rules;
  • user generated/third party content (user terms & conditions, notice & takedown policies and procedures, disclosure of material connections with third party bloggers, etc); and
  • insurance.

Lastly, many firms are global institutions and so it is always going to be important for firms to ensure that individuals outside of the UK are not unintentionally targeted by any UK social media campaigns, or if they are intended to be targeted, for firms to consider any specific rules that they will need to comply with in the applicable jurisdiction.

STRATEGY

Above all, if financial organisations want to fully harness the potential of social media, they need to spend time and effort creating a social media strategy which has the full backing of relevant stakeholders. When pulling together their strategy, firms will need to take into account all relevant legal & regulatory issues, but they will also need to consider wider factors such as:

  • what they want to stand for in social and what they want to use social media for? What value will it bring to the company? What value will it bring to their customers?
  • understanding social media across all business lines - it's no longer just a marketing issue;
  • understanding their audience and relevant influencers (e.g., bloggers, journalists, forums, etc);
  • putting in place adequate and appropriate resources, policies and procedures to manage social media activities;
  • thinking like a publisher - what is engaging content for customers and influencers?; and
  • how they can respond quickly and appropriately to online criticism.

CONCLUSION

As a result of the recent financial crisis, consumers' trust in financial organisations is at an all-time low and so it is increasingly difficult for financial organisations to get the positive attention of consumers. New competitors (e.g., from retail and telecoms, as well as start-ups) are moving into the FS market, many of which may be more agile and better equipped in terms of a digital strategy than the traditional finance brands. Social media provides great opportunities for firms to engage with customers in a new and interactive way and whilst organisations need to be careful to comply with the relevant laws and regulations, they need to get on board, and fast, if they want to be one of the winners in the new digital world.

Footnotes

1. From 1 April 2013, the FSA's responsibilities were split between two new regulators; the FCA and the PRA. The PRA, which forms part of the Bank of England, is the prudential regulator for banks, building societies, credit unions, insurers and major investment firms. The FCA will regulate the conduct of all financial services firms and will regulate the prudential standards of financial services firms not regulated by the PRA.

2. Principle 6 (a firm must pay due regard to the interests of customers and treat them fairly).

3. Principle 7 (a firm must pay due regard to the information needs of its clients and communicate information in a way which is clear, fair and not misleading).

4. The rules are contained in the FCA Handbook at COBS4, BCOBS2, ICOBS2 and MCOB3. Guidance is provided in the Perimeter Guidance Manual. In addition, in June 2010, the FSA issued some high level guidance specifically on financial promotions communicated using new media.

5. Section 21 of FSMA.

6. e.g., unlimited fine and up to 2 years imprisonment (section 25 of FSMA)

7. section 30 of FSMA

8. section 137S of FSMA http://www.legislation.gov.uk/ukpga/2012/21/section/24/enacted

9 DISP

10 For firms subject to the EU Markets in Financial Instruments Directive (MiFID) or the Capital Requirements Directive (CRD), SYSC 8 is mandatory and non-compliance could result in sanctions.

11 section 397 of FSMA;

12 section 118 of FSMA, FCA Market Conduct Sourcebook;

13 Disclosure Rules and Transparency Rules

14 Listing Rules

15 Takeover Code

16 http://uk.reuters.com/article/2012/10/19/uk-bos-fine-idUKBRE89I0GK20121019

17 http://www.telegraph.co.uk/finance/newsbysector/banksandfinance/9958341/Financial-Conduct-Authority-chief-Martin-Wheatley-will-use-Twitter-to-spot-companies-illegal-activities.html

Because of the generality of this update, the information provided herein may not be applicable in all situations and should not be acted upon without specific legal advice based on particular situations.

© Morrison & Foerster LLP. All rights reserved

To print this article, all you need is to be registered on Mondaq.com.

Click to Login as an existing user or Register so you can print this article.

Authors
Susan McLean
 
In association with
Related Video
Up-coming Events Search
Tools
Print
Font Size:
Translation
Channels
Mondaq on Twitter
 
Register for Access and our Free Biweekly Alert for
This service is completely free. Access 250,000 archived articles from 100+ countries and get a personalised email twice a week covering developments (and yes, our lawyers like to think you’ve read our Disclaimer).
 
Email Address
Company Name
Password
Confirm Password
Position
Mondaq Topics -- Select your Interests
 Accounting
 Anti-trust
 Commercial
 Compliance
 Consumer
 Criminal
 Employment
 Energy
 Environment
 Family
 Finance
 Government
 Healthcare
 Immigration
 Insolvency
 Insurance
 International
 IP
 Law Performance
 Law Practice
 Litigation
 Media & IT
 Privacy
 Real Estate
 Strategy
 Tax
 Technology
 Transport
 Wealth Mgt
Regions
Africa
Asia
Asia Pacific
Australasia
Canada
Caribbean
Europe
European Union
Latin America
Middle East
U.K.
United States
Worldwide Updates
Check to state you have read and
agree to our Terms and Conditions

Terms & Conditions and Privacy Statement

Mondaq.com (the Website) is owned and managed by Mondaq Ltd and as a user you are granted a non-exclusive, revocable license to access the Website under its terms and conditions of use. Your use of the Website constitutes your agreement to the following terms and conditions of use. Mondaq Ltd may terminate your use of the Website if you are in breach of these terms and conditions or if Mondaq Ltd decides to terminate your license of use for whatever reason.

Use of www.mondaq.com

You may use the Website but are required to register as a user if you wish to read the full text of the content and articles available (the Content). You may not modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, link, display, or in any way exploit any of the Content, in whole or in part, except as expressly permitted in these terms & conditions or with the prior written consent of Mondaq Ltd. You may not use electronic or other means to extract details or information about Mondaq.com’s content, users or contributors in order to offer them any services or products which compete directly or indirectly with Mondaq Ltd’s services and products.

Disclaimer

Mondaq Ltd and/or its respective suppliers make no representations about the suitability of the information contained in the documents and related graphics published on this server for any purpose. All such documents and related graphics are provided "as is" without warranty of any kind. Mondaq Ltd and/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title and non-infringement. In no event shall Mondaq Ltd and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of information available from this server.

The documents and related graphics published on this server could include technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Mondaq Ltd and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time.

Registration

Mondaq Ltd requires you to register and provide information that personally identifies you, including what sort of information you are interested in, for three primary purposes:

  • To allow you to personalize the Mondaq websites you are visiting.
  • To enable features such as password reminder, newsletter alerts, email a colleague, and linking from Mondaq (and its affiliate sites) to your website.
  • To produce demographic feedback for our information providers who provide information free for your use.

Mondaq (and its affiliate sites) do not sell or provide your details to third parties other than information providers. The reason we provide our information providers with this information is so that they can measure the response their articles are receiving and provide you with information about their products and services.

If you do not want us to provide your name and email address you may opt out by clicking here .

If you do not wish to receive any future announcements of products and services offered by Mondaq by clicking here .

Information Collection and Use

We require site users to register with Mondaq (and its affiliate sites) to view the free information on the site. We also collect information from our users at several different points on the websites: this is so that we can customise the sites according to individual usage, provide 'session-aware' functionality, and ensure that content is acquired and developed appropriately. This gives us an overall picture of our user profiles, which in turn shows to our Editorial Contributors the type of person they are reaching by posting articles on Mondaq (and its affiliate sites) – meaning more free content for registered users.

We are only able to provide the material on the Mondaq (and its affiliate sites) site free to site visitors because we can pass on information about the pages that users are viewing and the personal information users provide to us (e.g. email addresses) to reputable contributing firms such as law firms who author those pages. We do not sell or rent information to anyone else other than the authors of those pages, who may change from time to time. Should you wish us not to disclose your details to any of these parties, please tick the box above or tick the box marked "Opt out of Registration Information Disclosure" on the Your Profile page. We and our author organisations may only contact you via email or other means if you allow us to do so. Users can opt out of contact when they register on the site, or send an email to unsubscribe@mondaq.com with “no disclosure” in the subject heading

Mondaq News Alerts

In order to receive Mondaq News Alerts, users have to complete a separate registration form. This is a personalised service where users choose regions and topics of interest and we send it only to those users who have requested it. Users can stop receiving these Alerts by going to the Mondaq News Alerts page and deselecting all interest areas. In the same way users can amend their personal preferences to add or remove subject areas.

Cookies

A cookie is a small text file written to a user’s hard drive that contains an identifying user number. The cookies do not contain any personal information about users. We use the cookie so users do not have to log in every time they use the service and the cookie will automatically expire if you do not visit the Mondaq website (or its affiliate sites) for 12 months. We also use the cookie to personalise a user's experience of the site (for example to show information specific to a user's region). As the Mondaq sites are fully personalised and cookies are essential to its core technology the site will function unpredictably with browsers that do not support cookies - or where cookies are disabled (in these circumstances we advise you to attempt to locate the information you require elsewhere on the web). However if you are concerned about the presence of a Mondaq cookie on your machine you can also choose to expire the cookie immediately (remove it) by selecting the 'Log Off' menu option as the last thing you do when you use the site.

Some of our business partners may use cookies on our site (for example, advertisers). However, we have no access to or control over these cookies and we are not aware of any at present that do so.

Log Files

We use IP addresses to analyse trends, administer the site, track movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Links

This web site contains links to other sites. Please be aware that Mondaq (or its affiliate sites) are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of these third party sites. This privacy statement applies solely to information collected by this Web site.

Surveys & Contests

From time-to-time our site requests information from users via surveys or contests. Participation in these surveys or contests is completely voluntary and the user therefore has a choice whether or not to disclose any information requested. Information requested may include contact information (such as name and delivery address), and demographic information (such as postcode, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the functionality of the site.

Mail-A-Friend

If a user elects to use our referral service for informing a friend about our site, we ask them for the friend’s name and email address. Mondaq stores this information and may contact the friend to invite them to register with Mondaq, but they will not be contacted more than once. The friend may contact Mondaq to request the removal of this information from our database.

Emails

From time to time Mondaq may send you emails promoting Mondaq services including new services. You may opt out of receiving such emails by clicking below.

*** If you do not wish to receive any future announcements of services offered by Mondaq you may opt out by clicking here .

Security

This website takes every reasonable precaution to protect our users’ information. When users submit sensitive information via the website, your information is protected using firewalls and other security technology. If you have any questions about the security at our website, you can send an email to webmaster@mondaq.com.

Correcting/Updating Personal Information

If a user’s personally identifiable information changes (such as postcode), or if a user no longer desires our service, we will endeavour to provide a way to correct, update or remove that user’s personal data provided to us. This can usually be done at the “Your Profile” page or by sending an email to EditorialAdvisor@mondaq.com.

Notification of Changes

If we decide to change our Terms & Conditions or Privacy Policy, we will post those changes on our site so our users are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users by way of an email. Users will have a choice as to whether or not we use their information in this different manner. We will use information in accordance with the privacy policy under which the information was collected.

How to contact Mondaq

You can contact us with comments or queries at enquiries@mondaq.com.

If for some reason you believe Mondaq Ltd. has not adhered to these principles, please notify us by e-mail at problems@mondaq.com and we will use commercially reasonable efforts to determine and correct the problem promptly.