Clear communication isn’t just compliance – it’s a competitive edge. In financial services, firms that simplify their documents win trust, cut costs and unlock growth. Here’s why clarity is now a strategic imperative.

Published 27 November 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.

The commercial upsides of simplifying

In today’s fast-moving financial services landscape, clarity isn’t just a regulatory requirement, it’s a powerful commercial advantage. Firms that invest in simplifying their documentation are seeing tangible business benefits, from improved customer loyalty to operational savings and a stronger brand reputation.

Enhanced customer experience drives growth

When customers can easily understand your products and services, they’re more likely to trust your brand, engage with your offerings, and remain loyal. Research shows that clear, accessible documentation reduces confusion, increases satisfaction, and boosts retention rates.

In a competitive market, happy customers are not only more likely to stay—they’re also more likely to recommend your services to others, fuelling organic growth.

Operational efficiency and cost savings

Complex, jargon-heavy documents slow down processes, increase the risk of errors, and often require additional support from customer service teams.

By simplifying documentation, firms can:

• streamline onboarding
• reduce the volume of customer queries
• minimise costly mistakes

Automation and clear templates further accelerate document production, freeing up valuable staff time for higher-value work.

Competitive differentiation

In a sector where many providers still rely on dense, legalistic language, those who communicate simply stand out. Simplified documentation signals a customer-first mindset and positions your firm as progressive and innovative.

This differentiation can be a deciding factor for clients choosing between providers.

Improved compliance and reduced risk

Clear, well-structured documents make it easier to meet regulatory requirements and demonstrate compliance. They also reduce the risk of disputes and complaints, as customers are less likely to misunderstand terms or feel misled.

This not only protects your firm from costly litigation but also strengthens relationships with regulators.

Unlocking digital transformation

Simplification is a key enabler of digital transformation. Automated document processing, AI-driven compliance checks, and seamless customer journeys all depend on clear, structured content.

Firms that embrace simplification are better positioned to leverage new technologies and adapt to changing market demands.

Simplifying financial services documentation isn’t just about ticking regulatory boxes—it’s a strategic move that delivers measurable commercial benefits. By making information accessible, firms can drive growth, reduce costs, manage risk, and build a brand that customers genuinely trust.

On the 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 please get in touch with the key contacts featured on this page.

This is article 2 in our Why simplify? three-part series. Article 3 will be published shortly.