Given the FCA’s requirements to help consumers make informed decisions, how can firms ensure their communications are effective and clear? There are several questions to address: - Which channels should we use to communicate with our clients? - How can we prioritise which communications to work on first? - What does good practice look like? This Alliance webinar brings together industry experts to discuss practical steps to help firms develop and embed a robust consumer understanding framework. The webinar will cover: - What the regulator expects of firms - Key insights from behavioural science and what they tell us about consumer behaviour - Principles for clear communications - Principles for effective verbal and video comms - Communicating complex concepts during advised journeys It promises to be an insightful discussion with a focus on practical actions, take-aways and there’ll be time for audience questions. Speakers Michael Lawrence (Chair) - Principal Consultant, Bovill Newgate Michael worked at the Financial Conduct Authority (FCA) for 16 years, most recently as a Technical Specialist in Consumer Investments supervision. He joined Bovill’s Wealth team in February 2023 to advise clients on the regulatory frameworks governing advised and non-advised pension/ investment models, product governance, as well as complaints and redress. His vast knowledge and extensive background make him the ideal choice to lead the Consumer Duty Champions' Forum. Eve McGrady – Consultancy Manager, Fairer Finance Eve is a behavioural scientist with a background in language and linguistics. She advises financial services providers on embedding the Consumer Duty and achieving consumer understanding. Her expertise informs her work supporting banks, insurers and wealth management firms to rewrite and redesign customer facing communications. She also presents the Fairer Finance Consumer Duty webinar series and the Fairer Finance podcast. Fairer Finance is a research and ratings agency, consultancy, and consumer group with a mission to create a fairer financial services market for consumers – and the businesses that serve them. Andy Kirby – CEO, Money Alive Andy Kirby is committed to improving financial understanding and closing the advice gap. With a background in financial advice, he founded Mint Wealth Management in 2008, gaining insights into adviser challenges. As CEO & Co-Founder of Money Alive, he leads a UK-based firm providing Interactive Video Engagement solutions for financial communications. Andy champions technology to enhance client engagement, simplify complex topics, and transform financial advice delivery.