Embedding Plain Numbers at NatWest

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. 

NatWest has a range of initiatives to understand and support the needs of customers with characteristics of vulnerability. Their Inclusive Design Panel brings the voice of lived experience to gain feedback on products & services. They also have an increasing number of customers using ‘Banking My Way’ NatWest’s platform to enable customers to disclose the further support they need with their banking, demonstrating a dedicated effort to inclusivity and accessibility.  

Now as a Plain Numbers Partner, NatWest will look to improve the clarity of numbers and numerical concepts in their communications so that they are easier for customers to understand. Based on independent research, using the Plain Numbers Approach doubles the number of customers on average who understand a communication. 

Addressing the issue of low numeracy levels – a significant vulnerability among customers according the FCA – Plain Numbers specialises in training communication professionals to effectively communicate numbers. With nearly 20 million adults in the UK experiencing poor numeracy, NatWest's partnership with Plain Numbers aims to bridge the comprehension gap in vital communications.  

To date, NatWest has already trained a number of their colleagues to become Plain Numbers Practitioners, equipping these individuals with the knowledge to apply the Plain Numbers Approach to their work. These practitioners will continue to benefit from unlimited support from the Plain Numbers team as they continue to apply the Approach.  

Integrating this approach into a large organisation like NatWest means reaching hundreds of colleagues involved in product & service design through awareness sessions to supplement existing training on inclusive design principles and simplification of written content. Plain Number awareness sessions, led by our Director of Partnerships, Ben Perkins, have provided many more colleagues with an understanding of the Plain Numbers Approach.  

Our partnership with NatWest ensures their customers have a better understanding of financial information, which ultimately contributes to people’s financial well-being. With many customers and a range of products which have significant impact on people’s lives, we’re confident that this Partnership can make a difference to millions of people.  

Will Kerr, Head of Good Customer Outcomes Centre of Expertise from NatWest said 

“We work with a number of external organisations who provide both our colleagues and our customers with specialist support in ensuring we meet the needs of customers with differing characteristics of vulnerability.  

Our Partnership with Plain Numbers will help us simplify the way we present numerical information to customers, as we know that many UK adults find numerical concepts difficult to understand. We look forward to this continuing partnership and the positive impact the Plain Numbers approach will have for our customers.” 

Ben Perkins, Director of Partnerships and Services at Plain Numbers said 

“At Plain Numbers we are excited by the progress Natwest have made since partnering with us. It’s been great to see their Practitioners embrace the Plain Numbers Approach and use it in their work. We look forward to continuing to work with them in achieving Plain Numbers Certification on crucial NatWest communications.”