Where every word counts.
Consumer Duty demands proof that customers genuinely understand your communications - and many firms struggle to demonstrate it.
That’s why we built CUE. To help financial firms like you measure, improve, test and evidence Customer Understanding.
“Firms [should] take steps to satisfy themselves, through the appropriate use of testing and evidence, that their communications are likely to be understood by their intended recipients”
FCA, Finalised Guidance for firms on the Consumer Duty, chapter 8 (The Consumer Understanding Outcome)
The Challenge
Most firms already review their customer communications.
The problem is not effort. It is evidence.
Readability scores do not show understanding
Plain English does not account for risk, context, or decision-making
Internal reviews are subjective and hard to defend
Research agencies are slow, expensive and not document-led
When the FCA or FOS ask questions, the audit trail is weak or missing
Customer Understanding has become an outcomes issue. Firms need a better way to prove it.
Our Solution
We provide structured, auditable evidence that customers understand what matters.
We do this by combining data-led comprehension analysis, behavioural and psycholinguistic insights, target market testing and clear regulatory framing.
The result - customer-facing content that supports understanding. And evidence you can stand behind.
The result? Customer-facing content that supports understanding. And evidence you can stand behind.
Designed for scrutiny. Built for speed.
If Customer Understanding matters to your regulatory outcomes, we help you evidence it.
We work with:
Product and preposition teams
Compliance and risk functions
Legal and governance teams
Complete Confidence
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One Framework
Complete Confidence - One Framework
Why Choose CUE?
Real testing, not advice: Unlike compliance consultancies, we validate comprehension with actual user testing.
Faster, smarter, consistent: AI streamlines processes for lower cost, quicker delivery, and reliable results.
Financial expertise: Specialists in investment products, FCA requirements, and complex risk disclosures.
Global reach: Adaptable across jurisdictions while maintaining consistent methodology and compliance.
