How to ensure your communications meet the consumer understanding requirements
Given the FCA’s requirements to help consumers make informed decisions, how can firms ensure their communications are effective and clear?
In this Alliance Forum, Michael Lawrence and his expert guests (details below) discuss practical steps to help firms develop and embed a robust consumer understanding framework. Topics include:
- What the regulator expects of firms.
- Key insights from behavioural science and what they tell us about consumer behaviour.
- Principles for clear communications.
- Principles for effective verbal and video communications.
- Communicating complex concepts during advised journeys.
Resources from the webinar
- Customer understanding brochure and communications checklist (Fairer Finance).
Please emailThis email address is being protected from spambots. You need JavaScript enabled to view it. to request a free trial access to their document analyser and jargon checker. - Customer understanding checklist to help firms review their communications and identify potential improvements (Money Alive)
- Link to book a demo of Money Alive platform.
Speaker profiles
-
MICHAEL LAWRENCE
Principal Consultant, Bovill Newgate and Chair of Consumer Duty Champions' Forum
Michael worked at the Financial Conduct Authority (FCA) for 16 years, most recently as a Technical Specialist in Consumer Investments supervision.
He joined Bovill’s Wealth team in February 2023 to advise clients on the regulatory frameworks governing advised and non-advised pension/ investment models, product governance, as well as complaints and redress.
His vast knowledge and extensive background make him the ideal choice to lead the Consumer Duty Champions' Forum.
-
Eve McGrady
Consultancy Manager, Fairer Finance
Eve is a behavioural scientist with a background in language and linguistics. She advises financial services providers on embedding the Consumer Duty and achieving consumer understanding. Her expertise informs her work supporting banks, insurers and wealth management firms to rewrite and redesign customer facing communications. She also presents the Fairer Finance Consumer Duty webinar series and the Fairer Finance podcast.
Fairer Finance is a research and ratings agency, consultancy, and consumer group with a mission to create a fairer financial services market for consumers – and the businesses that serve them.
-
Andy Kirby
CEO, Money Alive
Andy Kirby is committed to improving financial understanding and closing the advice gap. With a background in financial advice, he founded Mint Wealth Management in 2008, gaining insights into adviser challenges. As CEO & Co-Founder of Money Alive, he leads a UK-based firm providing Interactive Video Engagement solutions for financial communications. Andy champions technology to enhance client engagement, simplify complex topics, and transform financial advice delivery.