Complexity costs trust. In financial services, clarity isn’t optional – it’s essential. Simplified documentation empowers consumers, reduces risk and drives better decisions. As regulation tightens and technology accelerates, firms that prioritise plain language and transparency will lead the market.

Published 11 December 2025

Let’s be honest: financial services documents can be a real headache. Even the most educated among us have found ourselves rereading the same paragraph, still unsure what it means. Sometimes, we never quite get there at all.

So, why does this happen? Sometimes, it’s because legislation or regulation say we must use certain formats or phrases. Other times, regulations like the 2023 Consumer Duty require us to make sure every communication is genuinely understandable. How do we balance these sometimes-conflicting demands?

This series explores the big question: Why Simplify? We’ll look at the challenges of delivering legally required information in a way that’s clear and accessible for everyone. We’ll cover the regulatory landscape, the commercial upsides, and—most importantly—the benefits for consumers. It’s time to rethink how we talk to customers in financial services.

Making financial documents easier to understand isn’t just a nice-to-have. It’s essential for building trust, boosting engagement, and helping people make informed decisions.

The benefits to consumers of simplifying language

In the world of financial services, clear and simple documentation isn’t just a regulatory box-tick—it’s a game-changer for consumers. When financial information is easy to understand, everyone wins: consumers feel empowered, make better decisions, and are more likely to trust the firms they deal with.

Greater understanding and confidence

When documents are written in plain English and displayed in a certain manner, consumers can quickly grasp the key features, risks, and costs of financial products. This reduces confusion and anxiety, especially for those who may not have a background in finance. Research shows that when people understand what they’re signing up for, they’re more confident in their choices and less likely to feel like they have made a mistake. Reducing the risk of complaints or disputes.

Improved engagement and decision-making

Simplified communications encourage consumers to engage more deeply with their financial options. Instead of skimming over dense legal jargon, people are more likely to read, ask questions, and compare products. This leads to better decision-making and helps consumers find products that truly meet their needs.

Enhanced protection and reduced risk

Clear documentation helps consumers spot potential pitfalls before they commit. This transparency protects consumers from harm and reduces the risk of disputes or complaints down the line. Regulators like the FCA have made consumer protection a central objective, with the Consumer Duty requiring firms to deliver good outcomes and ensure customers genuinely understand their products.

Inclusion and accessibility

Not everyone has the same reading ability or financial literacy. By simplifying documents, firms make financial services more accessible to a wider audience—including those with lower literacy levels, non-native English speakers, or people with disabilities. This supports financial inclusion and ensures that no one is left out.

Empowerment through technology

The rise of fintech and digital banking has made it even more important for information to be clear and accessible. Digital tools can help consumers track spending, compare products, and manage their finances—but only if the information provided is easy to understand. Simplification enables consumers to take full advantage of these innovations, promoting financial wellbeing and resilience.

Simplifying financial services documentation delivers real, measurable benefits to consumers. It builds trust, supports better choices, protects against harm, and opens the door to financial inclusion and innovation. As the regulatory landscape continues to evolve, putting consumers first by making information clear and accessible is not just good practice, it’s essential.

On 15 October 2025, we launched our new Financial Services Simplification report, developed in partnership with YouGov. The report explores how consumers respond to financial services communications and highlights the growing importance of clear, effective messaging – especially as regulatory expectations rise.

For more information about the report or to find out how we can help you please get in touch with the key contacts featured on this page.

This is article 3 in our Why simplify? three-part series.