The Dutch Authority for the Financial Markets published the results of a review of how credit providers handle “email bouncing”, where customer emails fail to deliver due to incorrect addresses. Across 10 credit providers, the AFM found that firms generally manage email bouncing well and that bounces occur less frequently than expected, but it identifies gaps in formalised policy and monitoring to ensure customer information reaches them on time. Email is a key customer communication channel for most firms reviewed, with low bounce volumes likely supported by controls such as verifying email addresses at credit origination. When bounces occur, providers almost always switch to an alternative channel such as a letter or SMS. The AFM’s improvement points focus on documenting policy in internal procedures, keeping email addresses continuously up to date, using detection tools to identify bounces, choosing an appropriate alternative channel, and monitoring whether bounces are resolved and whether notification messages (including emails alerting customers to messages in their online portal) are actually received.
Dutch Authority for the Financial Markets 2026-01-22
Dutch Authority for the Financial Markets urges credit providers to formalise and monitor email bounce handling after supervisory review
The Dutch Authority for the Financial Markets reviewed 10 credit providers' handling of "email bouncing" and found effective management with low bounce rates, but identified gaps in formalized policy and monitoring. Recommendations include documenting procedures, updating email addresses, using detection tools, selecting suitable alternative channels, and ensuring notification messages are received.