This webinar took place on the 2nd June 2026
This webinar was hosted in conjunction with:
The FCA has raised the bar on consumer understanding. Its March 2026 paper, ‘Consumer understanding: good practice and areas for improvement’, sends a clear signal: this is no longer about saying more, but proving that customers can make effective, timely, and properly informed decisions.
In this free 60-minute webinar, PIMFA, Elephants Don’t Forget, and Square 4 will explore where firms are still falling short: weak testing, poor use of MI, customer journeys that look compliant but fail at the moments that matter, and training approaches that do not equip staff to recognise, support, and respond to customer needs in practice.
The session will examine how firms can make Consumer Duty more practical and measurable through clearer customer journeys, stronger evidence, better governance, and improved staff competency, so that consumer understanding is embedded not just in communications, but in day-to-day behaviours, decisions, and oversight.
We’ll cover:
- Where customers get stuck – Using complaints, call listening, drop-off data, and employee feedback to identify real friction points.
- Testing what actually lands – Why firms need evidence that communications and journeys improve understanding in practice, not just on paper.
- Designing for real understanding – What “good” looks like in accessibility, vulnerability, and customer-centred communication design.
- From governance to outcomes – How stronger oversight, MI, accountability, and staff capability can turn consumer understanding into a measurable driver of better customer outcomes.