This free session is open to all industry professionals and friends of Amplifi.

In this webinar we will introduce members to the concept of intelligibility, and why it is so central to complying with the Consumer Duty through ensuring positive understanding outcomes.

We will firstly introduce members to the legal concept of intelligibility, explore its implications in law and regulation, and clarify the crucial differences between readability and intelligibility. We will dig into the concept of intelligibility as a fundamental legal requirement under both the Consumer Rights Act and the Consumer Duty, and the need for members to communicate in plain and intelligible language.

We will unpack some steps that members can take to ensure their communications are likely to be understood by customers, enabling informed decisions about risks, costs, and obligations. This will include sharing some practical steps and issues to consider when drafting communications of all types.  This will highlight good practice and practical steps that members can take to improve how they draft and review communications, and communicate with consumers (and other audiences – it’s not just consumers that struggle with complex information!).

We will look at recent enforcement and court cases which will illustrate the dangers around non-compliance with the FCA’s requirements.

We will briefly introduce some of the science behind understanding and the impact that simplifying communications can have for the reader.  Not just in terms of better engagement and faster reading times, but particularly around their improved comprehension, increased trust, reduced stress and an improved likelihood of them taking informed action.

Finally we will briefly reflect on how this is increasingly important due to the FCA’s recent announcements and future direction of travel – less prescription and more flexibility in how members can communicate, but also an increased expectation of them testing, and reporting the resulting outcomes.

You can sign up to the webinar here

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