Accessible & Inclusive Communications for Financial Services

Introduction

Through practical insight, shared experience and real-world examples, this course equips teams with the skills and confidence to communicate effectively and inclusively with every customer in line with Consumer Duty and good customer outcomes.

This course equips financial services compliance, conduct and customer facing teams with the practical skills to communicate clearly, inclusively and in line with FCA expectations for fair treatment and good customer outcomes. It explores how to remove barriers to understanding, ensure communications are inclusive across all formats and meet the needs of customers who may have additional communication challenges.

Every organisation communicates daily with customers who may face obstacles in reading, hearing, understanding, or accessing information. How we design and deliver our messages can either empower or exclude. During this course, delegates will learn practical ways to make communication more accessible, clear and human. Delegates will have the opportunity to reflect on their own organisation’s communication approach, share good practice and participate in interactive activities and case study discussions.

What You Will Learn

This live and interactive course will cover the following:

• Understand why accessible and inclusive communication reduces conduct risk and supports Consumer Duty outcomes
• Recognise the communication barriers customers may face when engaging through written, verbal, or digital channels including those experiencing financial stress
• Identify and implement reasonable adjustments to make communication formats more inclusive
• Use plain language and inclusive terminology to build trust and confidence
• Communicate more effectively with customers who are neurodivergent, have sensory impairments, or face literacy or language barriers

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.