Using research to inform how you write your communications is an important opportunity to assess the communications effectiveness. This is particularly helpful in understanding whether changes you’ve made have indeed improved customer understanding.

Anglian Water has become a Plain Numbers Partners, marking a significant milestone as one of the first utility companies to do so. The partnership underscores Anglian Water’s dedication to enhancing their customer communications through the implementation of the Plain Numbers Approach.

NatWest joined as a Plain Numbers Partner in 2023, with a commitment to enhancing the clarity of their communications and have already trained a number of practitioners, with more to follow, and undertaken embedding activity.

Signal, who work with leading regulated brands to build out capability for better customer communications, has strengthened its commitment to customer-led experience design by becoming a Plain Numbers Partner. 

Santander UK, the high-street bank serving 14 million customers, recognises the significance of empowering its customers to understand its communications around numbers. To help them to do this, Santander UK has partnered with Plain Numbers, aiming to deliver crucial numerical information in a more accessible and impactful manner.

Policy Expert, the UK’s leading personal lines insurtech, has become a Plain Numbers Partner, underscoring their commitment to enhancing customer understanding of financial terms and numbers. Over the next three year, this partnership will improve the communication of numbers within insurance documents, ultimately leading to even more favourable outcomes for Policy Expert’s customers.

We are delighted to announce an exciting partnership with the debt advice charity StepChange. Their team of experts help hundreds of thousands of people a year to deal with their debt problem.

Everyone is talking about AI. Unsurprisingly, across every business and every sector people are keen to harness the power of emerging technology to improve efficiency and meet their challenges at scale. Customer communications are no exception to that.

I did my Plain Numbers training over a year ago now. As a Copywriter for a credit card company, participating in the training seemed a no-brainer. Working for a business in the financial industry, part of my job as the Copywriter was ensuring our communications were clear and easy to understand.

Plain Numbers is proud to announce its latest partnership with Legal & General, a partnership aimed at enhancing the clarity and accessibility of financial communications, with a primary focus on pension-related information.

David Lever, Senior Customer Experience Manager at RSA, is passionate about the RSA’s commitment to enhance their customer experience by prioritising clarity in communication and helping to improve customer understanding.

As we step into 2024, it’s a perfect moment to look back on the year. We’ve had a fantastic 2023 forming new partnerships, participating in exciting events, engaging with diverse audiences, and spreading awareness about the significance of our work.

The Lord Mayor, Nicholas Lyons, has led a group calling for a raft of new measures to tackle financial illiteracy in the United Kingdom.

Our Chief Executive, Mike Ellicock, enthusiastically joined forces with the Financial Literacy and Inclusion Steering Group, led by the Lord Mayor of the City of London. The Group have announced a six-point plan to address low levels of financial literacy and numeracy across the country.

Plain Numbers works with leading brands to improve customer understanding by changing the way they present numbers in their customer communications.

The statistics around numeracy are stark. In Ireland, 1 in 4 adults score below level 1 for numeracy . In the UK, almost half of working age adults have the numeracy levels of a primary school child, that’s around 20 million people. Northern Ireland is the second worst performing area of the UK for numeracy skills.

NewDay has achieved Plain Numbers Certification on key customer communications – a first for a credit card provider. Certified documents are those that reach the highest level of clarity in terms of the way numbers are presented.

How the new Consumer Duty regulation is only the first step in our drive to enable people to better understand the choices they face in life.

This week has seen the Financial Conduct Authority (FCA)’s Consumer Duty regulation come into force. It has been billed as the biggest shake up in Financial Regulation for decades.

Bupa has achieved Plain Numbers Certification on key critical communications, a first for a health insurer. Certification means the document has been assessed by Plain Numbers and has reached a high standard of clarity in the way numbers are communicated.

Consumer Duty – what do the changes mean?

As we are all aware, the Financial Conduct Authority (FCA) are bringing in the new Consumer Duty, which has the potential to fundamentally improve how firms serve consumers. In its simplest form it will raise the standards for how financial services firms care for their customers. This goes further than the existing Principle 7 and includes asking for improvements in consumer understanding of communications.

Anne Marie: We started our three-year partnership with Plain Numbers in 2022 and I was part of the first cohort of Bupa colleagues to become an accredited Plain Numbers Practitioner.

As an experienced communicator, I’m pretty confident that I can write a customer communication that’s clear, fair and not misleading. So, I was slightly sceptical about what the training would offer.

May marks the one-year anniversary of the Standard Life and Plain Numbers Partnership.

Standard Life, part of the Phoenix Group, were one of the leading firms in the sector to join Plain Numbers as a Partner. This Partnership reflects an ongoing commitment on Standard Life’s part to improve their communications for their customers.