Of course, we’ve got a pretty good idea of how to write something in a Consumer Duty-friendly way. But we wanted to be extra sure, so we commissioned some research.
First up, we asked 2,000 people: do you understand the communications you get from financial organisations like banks? 49% said those comms were clear, and 35% said they were easy to understand.
Next, we put our rewrites in front of 2,500 HTB customers and asked: is this clear? Do you understand it? Does it feel effective?
The average overall score was 81% – a massive uplift. And let’s not forget that a good chunk of these comms were potentially inflammatory, including complaint rejections and Ts&Cs.