Blog: Making financial communication plain

Atlanta's Karen Hogg explains how using plain numbers can improve customer care.

Treating customers fairly and looking after vulnerable customers have been industry-wide priorities, particularly as the impact of lockdowns meant millions more were tipped into what the FCA terms ‘low financial resilience’.

Across the industry, a lot of work has been done to support vulnerable customers, and to understand the factors of their vulnerability. But the single biggest cause of potential financial vulnerability – poor numeracy skills - is something to mitigate at scale.

And the