UK FCA Consumer Duty (Principle 12 and PRIN 2A) 2a5-tailor-and-interact: Tailor communications to the characteristics of the recipients, including vulnerability, the channel and the firm's role, and in one-to-one interactions check understanding and respond to customers' needs

What does 2a5-tailor-and-interact require?

In supporting understanding the firm must tailor what it communicates to who will receive it (vulnerability included), to how complex the product is, to the channel, and to its own place in the chain. When dealing with a customer one to one (in branch, by telephone or in another interactive dialogue) the firm must, where it is appropriate to do so, ask whether the customer understands the information and has any further questions, and respond to the needs of the customer that become apparent in the interaction.