Adviser platform Quilter hopes to improve customer understanding of numerical information by partnering with communications specialist Plain Numbers, which helps organisations make numbers easier for customers.
Quilter has signed up for a one-year partnership with the firm.
The Plain Numbers Method focuses on presenting numbers clearly and putting them in an understandable context, using insights from behavioural science to better support those with low numeracy skills and dyscalculia.
The firm said its method can be applied across a range of customer communications and that independent testing of it has shown it can significantly improve customer understanding of numerical information, in some cases doubling comprehension rates.
Quilter said the partnership will equip its workers with the training and certifications required to apply the method to its customer communications and to achieve the Plain Numbers Mark.
It said the move supports its commitment to the Consumer Duty and would help ensure customers, particularly those in vulnerable circumstances, can better understand the information they are given and make informed decisions about their finances.
Jo Harris, chief customer officer at Quilter, said: “Understanding our customers and communicating with them clearly has always been fundamental to delivering good outcomes. Vulnerability can affect anyone at different points in their life, and when customers need support, the way we communicate can make a meaningful difference.
“By working with Plain Numbers, we’re equipping our colleagues with practical tools to make financial information clearer, more accessible and easier to act on. As the Consumer Duty continues to raise standards across the industry, we remain committed to finding new ways to improve customer experiences and help them achieve better outcomes.”