Where every word counts.
Consumer Duty requires firms to take reasonable steps to evidence that their communications are likely to be understood.
That is why we built CUE: to help firms improve how customer communications are written, and where needed, go deeper into whether the core concepts that matter are properly communicated and understood.
“Firms [should] take steps to satisfy themselves, through the appropriate use of testing and evidence, that their communications are likely to be understood by their intended recipients”
FCA, Finalised Guidance for firms on the Consumer Duty, chapter 8 (The Consumer Understanding Outcome)
The Challenge
Most firms already review their customer communications.
The problem is not effort. It is evidence.
• Readability scores alone do not show whether customers understand what matters.
• Plain English checks alone do not show whether customers will form the right understanding.
• Cosmetic changes are not enough if firms do not test whether they improved understanding.
• One off testing is not enough if firms do not monitor where customers continue to struggle.
• When firms need to explain why a communication is appropriate, the supporting evidence can be limited or hard to show.
Customer understanding is now a core Consumer Duty expectation. Firms need a more reliable, repeatable and auditable way to evidence it.
Our Solution
We provide structured, auditable evidence of customer understanding in the communications firms create.
We do this by combining data-led comprehension analysis, behavioural and psycholinguistic insights, target market testing and clear regulatory framing.
The result? Customer-facing content that better supports understanding, and evidence you can stand behind.
Designed for scrutiny. Built for real-world use.
If Customer Understanding matters to your regulatory outcomes, we help you evidence it in the communications you create.
We work with:
Product and Marketing teams
Compliance and risk functions
Legal and governance teams
Complete Confidence
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One Framework
Complete Confidence - One Framework
Why Choose CUE?
Investment and Consumer Duty expertise: Specialists in consumer facing investment literature, customer understanding, and the FCA’s Consumer Duty expectations..
Faster, smarter, consistent: AI powered workflows deliver quicker turnaround, lower cost, and more consistent results.
Human testing, not just simulation: We combine Virtual Personas with live consumer testing to help identify where customers may struggle and to validate understanding.
