We have a system for dealing with larger scale incidents caused by clients. A yellow card or red card is issued to those clients to warn them of their offence. Such offences include regulatory complaints, technical misconfiguration, rising consumer complaints, or any substantial breach of our terms and conditions.
Depending on the severity of the breach, we issue a Red or Yellow card or issue a simple warning where we feel that a client needs to be given a heads up about their behaviour.
Yellow Card or Red Card?
As guidance, you can use this table to see how we differentiate our policy's on these matters:
|Yellow Card||Red Card|
|Reversible damage||Irreversible damage|
|Temporary or short-lived||Permanent or lengthy|
|Low commercial impact||Substantial commercial impact|
|Isolated from other clients||Other clients affected|
|No previous breaches||Previous breaches|
|Partially followed advice||Ignored advice|
|Largely followed terms||Largely ignored terms|
|Proactively provided remedy||Failed to provide remedy|
|Small consumer harm||Substantial consumer harm|
|No complaints from regulator||Complaints from regulator|
|Temporary / no short code suspension||Short code suspension / Service cut off|
|Little to no possibility of fines||High probability of fines|
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