How Firms Can Prove Customer Understanding, James Daley, Fairer Finance (#42)

Rewriting a letter can lower its reading age. But robust evidence of customer understanding comes from what people comprehend, decide, and do next.That is the standard financial services firms must now learn to examine.James Daley, Founder and Managing Director of Fairer Finance, has spent more than 20 years campaigning for better outcomes for financial services customers.James spoke to us about why financial products remain difficult to understand and what Consumer Duty has changed. The core question is what a firm should be able to demonstrate before claiming that its communications support customer understanding.Learn more: https://www.beyondencryption.com/blog/prove-customer-understanding