The Competition and Markets Authority is making it clear that transparency is no longer just a simple matter of legally precise disclosure. Structural and navigational factors are now equally critical. This is a challenge for most organisations – how do they now objectively test and report on how the structure of their communications will affect reader’s understanding, do this at scale, and in an auditable and defensible way? Ewan Willars and Tom Barratt discuss what firms need to do.
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Uncovering a hidden risk - focusing on intelligibility
Across sectors, there is an increasing focus by regulators on consumer understanding, as well as preventing harm and confusion by ensuring that key disclosures are made more intelligible. At present, the form and format of disclosures prescribed by law and regulation continue to be the dominant influence on how firms communicate, from pre-sales information, terms and conditions, contractual agreements, to post-sales communications. These rigid disclosure rules often work at odds with the ability of consumers to understand the communications, and we are now seeing regulators focus increasingly on removing prescription to ensure a focus on better outcomes. Ewan Willars from Amplified Global discusses the changes that are taking place.
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