Consumer Duty Communications Testing

The Financial Conduct Authority’s Consumer Duty sets a new benchmark for how financial services firms communicate with their customers. It’s not enough for marketing and investor materials to be accurate; they must also be clear, fair, and easily understood by their intended audience.

For asset managers and investment trusts, this means ensuring every piece of communication, from fund fact sheets and websites to shareholder letters and campaign materials, is tested and proven to deliver good outcomes for investors.

Hub’s Consumer Duty Communications Testing service provides evidence that your communications meet these higher standards, without sacrificing creativity or brand voice.

Under the FCA’s Consumer Duty, firms must:

• Act to deliver good outcomes for retail customers.
• Ensure communications are understandable, accurate, and relevant.
• Test that investors can find and comprehend the information they need to make informed decisions.
• Monitor and evidence the ongoing effectiveness of communications

Failing to meet these standards can lead to regulatory intervention, reputational damage, and loss of investor trust. Testing assures that your content is doing its job, for both your audience and your compliance obligations.

Our testing covers all investor-facing communications, including:

• Fund and product literature.
• Marketing campaigns and digital content.
• Website pages and online tools.
• Annual and interim shareholder reports.
• AGM scripts and event presentations.
• Client letters, statements, and email campaigns

1. Discovery: We assess your communications and define testing objectives, including target audience segments and key messages to validate.
2. Testing Plan Design: We develop a structured methodology tailored to your content, audience, and compliance needs.
3. Execution: We conduct user testing, surveys, and compliance reviews.
4. Analysis & Recommendations: We deliver a detailed report with insights, risks, and clear recommendations for improvement.
5. Implementation Support: We help you refine and re-test communications to ensure they meet both investor needs and regulatory requirements.

• Regulatory Confidence: Demonstrate to the FCA and your board that your communications are tested, effective, and compliant.
• Improved Investor Understanding: Ensure messages are received as intended, with minimal confusion or misinterpretation.
• Reduced Approval Delays: Identify and address compliance concerns early, streamlining the sign-off process.
• Better Engagement and Conversion: Communications that are easier to understand are more likely to drive the desired investor action.
• Evidence for Ongoing Monitoring: Create a repeatable process for continuous improvement under Consumer Duty requirements.

• Sector Expertise: We focus exclusively on financial services, with a deep understanding of investment trust and asset management marketing.
• Combined Creative & Compliance Knowledge: We know how to balance investor engagement with strict FCA requirements.
• Customised Testing Frameworks: Our methodologies are tailored to your brand, audience, and communication channels.
• Actionable Insights: We don’t just highlight issues; we provide practical solutions to fix them.

Many firms fear that compliance testing will water down their creative vision. At Hub, we ensure that’s not the case. Our approach refines communications so they remain engaging while meeting the highest regulatory and clarity standards.

The result: marketing that not only satisfies compliance officers and the FCA but also resonates with investors, building confidence and trust.

With the FCA’s Consumer Duty now in effect, proactive communication testing is no longer optional — it’s a competitive advantage. By proving that your investor communications are clear, effective, and compliant, you not only protect your business but also enhance your brand’s credibility in the market.

Hub’s Consumer Duty Communications Testing ensures you can deliver on both compliance and engagement, without compromise.