UKCompliance · UK
Consumer Duty customer communications: changing and testing your letters
The Duty asks firms to communicate in a way customers understand, and to test, monitor and improve those communications. In practice that work happens in your templates.
At a glance
The essentials
| Who | FCA-regulated firms providing retail financial products and services, across the distribution chain |
|---|---|
| When | In force since 31 July 2023 for open products, and since 31 July 2024 for closed products |
| Where in the rules | FCA Principle 12 and PRIN 2A, including the consumer understanding outcome (PRIN 2A.5) |
| Recent focus | FCA findings published in March 2026 highlighted weak testing, limited alternative formats and cosmetic changes that did not improve understanding. Source: FCA, Consumer understanding: good practice and areas for improvement (March 2026) |
What it means
For your documents and content
Templates
- Key information first, in plain language
- Structure and layout that help decisions, not just shorter text
- Versions that work for customers in vulnerable circumstances
Evidence
- Testing communications before use, where appropriate
- Monitoring complaints and drop-off, then changing what is not working
- Showing the board what changed and why
How we help
What we do about it
Template redesign
We rebuild key letters and packs in Exstream for clarity, using shared components so improvements spread everywhere.
Template designAccessible formats
Tagged PDF, HTML and large-print outputs, so customers using screen readers get the same information.
AccessibilityTest & evidence
Sample sets, readability checks and an archive of what was sent, so you can show what changed.
RecordsA summary for orientation, not legal advice. We work alongside your compliance and legal teams.
Next step
Talk to a specialist
Tell us what you run and what is not working. We aim to reply within one working day.
Start a conversation
Tell us your platform, version and what you need. A specialist will reply, not a sales team. The first 30-minute call is free and without obligation.
Send an enquiryor email enquiries@thebentech.co.uk
