We conducted a Consumer Duty compliance assessment for a leading Life & Pensions company on all customer communications. This included channels such as letters, emails, face to face, client literature, social media and promotions/adverts.

Approach:

Using our proprietary framework for Consumer Duty correspondence we reviewed the prioritisation assigned to different communications across the various channels. We further conducted a review focusing on terminology and jargon, layering and design to highlight a few, and assessed how well they aligned to customer understanding and driving the right outcomes.

We reviewed the governance structure in place for creating, amending and approving all customer communications and recommended areas where there were opportunities to enhance the process.

A framework and approach were developed and documented, working with key stakeholders within the business to ensure it would be achievable so that communications could be regularly tested, informing actions to be taken to continually improve.

Results:

We delivered a framework that governed all communications between the firm and their customers ensuring all correspondence in line with Consumer Duty and other regulations.

Our client implemented our clear and prioritised action plan, for addressing the communications to enable compliance with the consumer duty and a robust process for developing communications going forwards to drive the right customer outcomes.