Effective communication and understanding are integral to building trust, fostering loyalty, and ultimately driving business success. However, simply disseminating information isn’t enough; it’s crucial to clarify that customers genuinely understand what’s being communicated.

Acknowledging the diverse challenges and barriers to customers’ understanding, our guide provides insights, practical advice, and thoughtful strategies for enhancing communication, including:

• Consumer Duty requirements
• Recommendations for reviewing communications
• Checking consumer understanding in conversations
• Evidencing Consumer Understanding outcomes
• A checklist to inform implementation

Assisting your customers to make effective, timely and informed decisions not only meets regulatory compliance it also benefits both the customer and your organisation.