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Discussion Paper: Smarter consumer communications

The Financial Conduct Authority (FCA) has kick-started a debate to encourage firms, consumer groups, and stakeholders to work together to deliver information to consumers in smarter and more effective ways.

The FCA’s thematic work and market studies have previously revealed that the type of information consumers receive, when they receive it and the way it is delivered can drive both poor and positive consumer outcomes.

Examples of smarter communications include:

  • Communications using plain language, short format, bullet points and clear graphics
  • Use of interactive apps to help consumers understand and manage their product
  • The use of infographics to explain complex information and concepts to consumers in an engaging way
  • Use of videos to help consumers engage with the essential terms and conditions of a product.

The discussion paper, Smarter Consumer Communications, challenges firms to consider innovative ways of engaging and communicating with consumers about products and services, for example, by using videos, infographics or other new approaches to present information to consumers clearly and in a way that is easy to understand.

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