During the work undertaken for Consumer Duty, we’ve been aware of the many different teams write for financial services customers. It isn’t just a marketing function – middle and back office teams often lead too. This means it can be difficult to step back and see what the common pitfalls are for your firm’s communications and hard to embed best practice across the organisation.
Our 11+ years of communications testing, our long-standing governance work and all of the Consumer Duty work we’ve done for clients, has allowed us to identify what is best practice (as well as the stumbling blocks to avoid). We’ve used those insights to develop an e-learning course. This will help financial services firms improve their customer communications and provide information in a fairer, clearer and more transparent manner.
The training programme was launched in collaboration with RealSense, an online education provider, with over 20 years’ experience and a growing course library of over 120 ‘ready-to-go’ courses. We believe the training is great evidence for Consumer Duty programmes given the approach to communications it sets out dovetails with the requirements from the FCA.
Alison Malton, Director, stated:
“Improving the quality of communications is critical not only to reducing the risk of harm, but to getting people engaged with their finances and making good decisions. ‘Does your customer understand this?’ is a significantly higher hurdle than asking if a communication is ‘not misleading’.”
The module ensures you can deliver:
- More effective customer communications
- KPIs for ongoing Consumer Duty reporting
- Evidence of ongoing progress to FCA
- Better outcomes for customers
And it’s CPD approved, so it can also help you structure a broader Consumer Duty training programme that employees will want to complete.
A taster of the course can be accessed here and forms part of TWC’s broader Consumer Understanding support.
To find out more, please complete the Contact Us website form at the bottom of the page.
