The rising variety of monetary scams and elevated monetary misery has prompted the Monetary Conduct Authority (FCA) to revamp its web site so customers can shortly entry the data they want.
The regulator has redesigned the patron part of its web site, making it clearer, simpler to navigate and extra person pleasant, it mentioned.
“When customers come to our web site, it’s usually when one thing has gone fallacious,” mentioned Emma Stranack, head of client engagement, content material and channels on the FCA. “So it’s essential we give them the data they should assist them resolve their difficulty. And it’s very important that we achieve this in a transparent, accessible, and delicate manner.”
She mentioned FCA analysis had discovered that buyers have been usually overwhelmed by the FCA’s web site, and unclear about the place to begin to discover the data they wanted.
“We took a forensic have a look at what we talk to customers,” mentioned Stranack. “We regarded on the topics we ought to be masking, and the topics that have been higher coated by members of the regulatory household.”
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She mentioned on account of this evaluate the brand new part of the watchdog’s web site now focuses on the ‘5 Rs’ – dangers; rights; cures; rule adjustments; and reporting.
“We need to assist customers determine and keep away from undesirable dangers, and perceive what these dangers imply for them,” mentioned Stranack. “And if one thing does go fallacious, we need to be certain customers know complain and declare compensation if their supplier goes out of enterprise.”
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She inspired customers to report scams or poor conduct to the FCA.
The Metropolis watchdog can be pledging to simplify the language it makes use of and lower out jargon when it’s speaking with customers.
This implies writing clearly and accessibly about technical topics and never overwhelming readers with particulars they don’t want, in addition to being approachable and acknowledging when customers could be feeling beneath stress or involved.
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