Keeping it Simple for Customers

Ewan Willars from Amplified Global highlights the challenge of adding more words and detail to documents, as it can create additional complexity for the reader.

The key, he suggests, is to explain complex terms in simple, real-world language directly within the document, rather than relying on a separate glossary. Industry terminology, while necessary for legal reasons, should be accompanied by layman’s terms explanations in the same place.

This approach aligns with the Financial Conduct Authority’s (FCA) requirement for an adequate explanation. Ewan also emphasizes the importance of using illustrations or similar tools to help the reader understand and relate the information to their own life context.

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