Consumer Understanding

In line with The Duty, we have undertaken an in-depth review of our client communications, including:

• Website enhancements – We have made a number of enhancements to our website based on client feedback to improve usability, improve accessibility and to make the content easier to understand.
• Improvements to client literature – We have carried out consumer testing through focus groups to identify improvements to be made to any literature that we produce that is intended for you to share with your clients.

We regularly monitor client feedback, and action where required, on a quarterly basis through:

• New client surveys
• Existing clients annual survey
• Feedback from focus groups and online surveys
• Feedback from intermediaries

For more information on information sharing for advisers please see here.