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dc.contributor.authorBecker, Ingolf
dc.contributor.authorHutchings, Alice
dc.contributor.authorAbu-Salma, Ruba
dc.contributor.authorAnderson, Ross
dc.contributor.authorBohm, Nicholas
dc.contributor.authorMurdoch, Steven
dc.contributor.authorSasse, Angela
dc.contributor.authorStringhini, Gianluca
dc.date.accessioned2018-06-18T13:50:26Z
dc.date.accessioned2018-09-10T12:09:05Z
dc.date.available2018-06-18T13:50:26Z
dc.date.available2018-09-10T12:09:05Z
dc.date.issued2018-06-01
dc.identifier.issn2057-2085
dc.identifier.urihttps://www.repository.cam.ac.uk/handle/1810/279983
dc.description.abstractWe set out to investigate how customers comprehend bank terms and conditions (T&Cs). If T&Cs are incomprehensible, then it is unreasonable to expect customers to comply with them. An expert analysis of 30 bank contracts across 25 countries found that in most cases the contract terms were too vague to be understood; in some cases they differ by product type, and advice can even be contradictory. While many banks allow customers to write PINs down as long as they are disguised and not kept with the card, 20% of banks do not allow PINs to be written down at all, and a handful do not allow PINs to be shared between accounts. We test our findings on 151 participants in Germany, the US and UK. They mostly agree: only 35% fully understand the T&Cs, and 28% find that sections are unclear. There are strong regional variations: Germans find their T&Cs particularly hard to understand, but Americans assume harsher T&Cs than they actually are, and tend to be reassured when they actually read them.
dc.description.sponsorshipThis work was supported by The Royal Society [grant number UF110392] to SJM; the Engineering and Physical Sciences Research Council [grant number EP/G037264/1] to IB; the Department of Homeland Security (DHS) Science and Technology Directorate, Cyber Security Division (DHSS T/CSD) Broad Agency Announcement 11.02, the Government of Australia and SPAWAR Systems Center Pacific [contract number N66001-13-C-0131] to AH.
dc.publisherOxford University Press
dc.relation.replaceshttps://www.repository.cam.ac.uk/handle/1810/277174
dc.relation.replaces1810/277174
dc.rightsAttribution 4.0 International
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.titleInternational comparison of bank fraud reimbursement: Customer perceptions and contractual terms
dc.typeArticle
prism.endingPage125
prism.issueIdentifier2
prism.publicationDate2018
prism.publicationNameJournal of Cybersecurity
prism.startingPage109
prism.volume3
dc.identifier.doi10.17863/CAM.24464
dc.identifier.doi10.17863/CAM.27348
dcterms.dateAccepted2017-11-17
rioxxterms.versionofrecord10.1093/cybsec/tyx011
rioxxterms.versionVoR
rioxxterms.licenseref.urihttp://creativecommons.org/licenses/by/4.0/
rioxxterms.licenseref.startdate2018-06-01
dc.contributor.orcidHutchings, Alice [0000-0003-3037-2684]
dc.contributor.orcidAnderson, Ross [0000-0001-8697-5682]
dc.identifier.eissn2057-2093
rioxxterms.typeJournal Article/Review
pubs.funder-project-idEngineering and Physical Sciences Research Council (EP/M020320/1)
cam.issuedOnline2018-01-31


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Attribution 4.0 International
Except where otherwise noted, this item's licence is described as Attribution 4.0 International