Clear communication for financial services
Clear communication gives people access to financial services.
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 as the last mile of financial inclusion
A website may work with a screen reader, yet leave someone struggling to understand an insurance exclusion.
Clear explanations can help people who are unfamiliar with financial services or the language they’re reading in. Clarity also helps 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 this means for financial firms
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.