Since becoming regulated by the Financial Conduct Authority (FCA), I know that you’ve heard a lot about the importance of communicating with your customers in a manner which is clear, fair and not misleading.
Understandably, as this is a fairly broad brief, the FCA also issued some more structured guidance on communications in section 3.3 of the CONC handbook. I’m sure you’re all very familiar with CONC in its entirety by now, but the highlights include ensuring that it is clear by whom the communication is issued, that the language used is plain and easy to understand, that the risks and penalties are clearly expressed and that availability of the product or service needs to be stated explicitly.
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