Consumer Duty and Customer Understanding: a live discussion with the FCA including examples of good practice from Nationwide and StepChange Debt Charity

Join Plain Numbers and the FCA together with Nationwide and StepChange, to explore how firms are addressing the Customer Understanding outcome within Consumer Duty.

Financial services firms are required to ensure customers understand the products and services they engage with so they can make informed choices and achieve good outcomes. But how do we do this? And what practical steps can firms take to improve?

In this live event, Jo Legg, Head of Consumer Policy & Outcomes at the FCA, will discuss the Consumer Duty’s customer understanding outcome – why it matters and what is expected of firms.

You’ll also hear from two Plain Numbers Partners, Nationwide and StepChange, who will share how they are embedding customer understanding into their culture and applying the Plain Numbers Method to create clear and more effective customer communications.

About Plain Numbers

We are a numbers first communications partner. We help organisations to unlock a better way to communicate numbers and complex information, so that more people can understand.

The Plain Numbers Method is recognised by the FCA as an example of best practice in improving consumer comprehension, and research proves on average that we double the number of people who understand a communication.

We work with over 40 partners across financial services, utilities and other sectors, who want to supercharge customer understanding.