Clear communication for financial inclusion
Clear communication helps people understand financial products and use them with confidence. At Narratology, we help financial services organisations make that possible, from everyday payments to investment and insurance.
Plain language and financial inclusion
Opening an account is only part of financial inclusion. People also need to understand what a service costs, what could go wrong and how to get help.
Clarity is the last mile
A website may work with a screen reader, yet leave someone struggling to understand an insurance exclusion. Accessibility must include attention to meaning.
Clear explanations can help people who are unfamiliar with financial services or reading in an additional language. They also help when stress or illness makes information harder to process.
Supporting Consumer Duty
The Financial Conduct Authority’s Consumer Duty puts customer understanding at the centre of financial communication. Firms must support informed decisions and adapt communications to their customers’ needs.
The FCA’s guidance includes using plain language, making key information prominent and explaining unavoidable technical terms. Its reviews also emphasise testing communications with real customers.
What questions to ask
For your organisation, this means checking whether customers understand the information they need to act. Can they identify the charges? Understand the exclusions? Find out how to make a complaint?
How we help
We work with your content, product and compliance teams to:
Review customer communications and identify barriers to understanding.
Rewrite agreements, product information and digital journeys in plain language.
Test whether customers understand key information, including their rights and obligations.
Train teams to write clearly and maintain consistent standards.
Our work draws on experience across Southern Africa, the UK and other markets. We bring a financial inclusion perspective to the practical demands of regulated communication.