How Firms Can Prove Customer Understanding, James Daley, Fairer Finance (#42)

<p><strong>Rewriting a letter can lower its reading age. But robust evidence of customer understanding comes from what people comprehend, decide, and do next.</strong></p><p><strong>That is the standard financial services firms must now learn to examine.</strong></p><p><a href="https://uk.linkedin.com/in/james-daley-03262515" target="_blank" rel="ugc noopener noreferrer"><strong>James Daley</strong></a>, Founder and Managing Director of <a href="https://www.fairerfinance.com/" target="_blank" rel="ugc noopener noreferrer">Fairer Finance</a>, has spent more than 20 years campaigning for better outcomes for financial services customers.</p><p>James spoke to us about why financial products remain difficult to understand and what Consumer Duty has changed. The core question is <strong>what a firm should be able to demonstrate before claiming that its communications support customer understanding</strong>.</p><p>Learn more: https://www.beyondencryption.com/blog/prove-customer-understanding</p>