Wednesday, 3rd December

Time: 2pm - 3pm

Who can attend

Anyone from a Plain Numbers Partner

What to expect

Your teams are all working hard to improve customer understanding – but how can you demonstrate that it’s working and that customers are getting better outcomes?

In this session we’ll look at two key areas, both of which can be tricky for firms to get right:

•What are the best ways for you to test whether customers are really understanding your communications?

• How can you monitor your communications outcomes?

There’s no one size fits all answer – but we’ll look at some best practice and examples to help make sure you’re on the right track.

It’s especially relevant to FCA regulated partners who have requirements to monitor outcomes under the Customer Understanding Outcome of Consumer Duty. Having said that, it’s a relevant topic for all firms as making sure communications are effective is not just a compliance issue.

Monday, 10th Nov
Time: 2pm – 3pm

Who can attend

Plain numbers Practitioners only

What to expect

Are tables an effective way to communicate numbers? The Plain Numbers Approach often encourages you to question whether tables are needed. There are times when using a table is the best way to present complex information. So, what’s the difference between a good table of numbers and a bad table of numbers from a customer understanding perspective? Join us to learn how to apply the Plain Numbers Principles you learnt about in your training to tables of information and make them as easy as possible to understand.

Note that this session is the same as the one we ran on this topic in November but due to high demand from those who couldn’t make it, we are running the event again.

(re-run for Practitioners that missed this session on 11th June)

Date: Wednesday, 11th June

Time: 11am – 12pm

Who can attend: Plain Numbers Practitioners only

This session builds upon the initial Plain Numbers training. It will provide Practitioners with practical guidance on how to effectively use visual representations of numbers to support customer understanding.  We will use real world examples of charts, images, infographics and more to demonstrate how to use visuals effectively.

Note that this session is the same as the one we ran on this topic in June but due to high demand from those who couldn’t make it, we are running the event again.

Thursday, 22nd May
2pm – 3pm

Who can attend

Plain Numbers Practitioners only

What to expect

We’ll be thinking outside the box about where Plain Numbers can, and has been, successfully applied. We instantly think about letters, emails and webpages but there are even wider ways you can use the approach. We’ll be inviting practitioners to guest speak about some of their examples of communications which may include video, verbal communications and internal information.

A live discussion with the FCA including examples of good practice from Nationwide and StepChange Debt Charity

Thursday, 15th May

1.30pm - 2.30pm

Who can attend

Anyone

Financial services firms are required to ensure customers understand the products and services they engage with so they can make informed choices and achieve good outcomes. But how do we do this? And what practical steps can firms take to improve?

In this live event, Jo Legg, Head of Consumer Policy & Outcomes at the FCA, will discuss the Consumer Duty’s customer understanding outcome – why it matters and what is expected of firms.

You’ll also hear from two Plain Numbers Partners, Nationwide and StepChange, who will share how they are embedding customer understanding into their culture and applying the Plain Numbers Method to create clear and more effective customer communications.

Tuesday, 11th March
11:00AM-12:00PM

Who can attend

Plain Numbers Practitioners, lead contacts, and other key stakeholders

What’s to expect

This session will give you insights into the best ways to make sure you maximise the value from the support you have from Plain Numbers. We will briefly look at:

Prioritising communications for review.

Clarifying the certification process/ how informal support works.

Overcoming internal barriers / how to get buy in for Plain Numbers Implementation.

Working within regulatory constraints.

Ideas on how to embed Plain Numbers within your organisation.