Optimising and testing for customer understanding: insights from Fairer Finance // Consumer Duty

Episode 16: Optimising and testing for customer understanding: insights from Fairer Finance We interview special guest James Daley (founder of Fairer Finance) about practical ways you can meet the Consumer Duty’s customer understanding outcome. You’ll learn about the Duty’s requirements for customer communications and understanding, simple and effective tips and tricks to optimise your communications content and strategies for customer understanding, and ways you can test how your communications are measuring up. This episode features Sara Cody (counsel) and Duncan Campbell (senior associate) in our London financial regulation team. Fairer Finance provides research and ratings of customer experiences and products.  It campaigns for a fairer financial services market, and its consultancy arm helps some of the UK’s largest financial services firms to communicate more clearly with their customers. As referenced in the episode, here’s the ABI/Fairer Finance’s February 2023 guide to clear communication. And visit Linklaters’ Consumer Duty webpage for all our insights on the Consumer Duty including our podcasts offering legal insights and thought-provoking cross-disciplinary conversations.