StepChange has worked with Amplified Global to assess the extent to which communications to consumers in financial difficulties helped people take action to resolve their debts.

Alongside the research named Mixed Messages, the experts invited in the panel chaired by Faith Reynolds (Richard Hyde, Professor, School of Law, University of Nottingham,  Karen Croxson, Head of Research, FCA and Caroline Darnbrook, Head of Marketing, StepChange Debt Charity) focused on how to design communications so they are better understood by consumers.

The Financial Conduct Authority’s final Consumer Duty Rules raise expectations on the consumer outcomes delivered by both communications and support offered to people in financial difficulty. HM Treasury is reviewing the remaining Consumer Credit Act provisions. Now is a good time to review how well communications from creditors are working and how industry, regulators and government can work together to improve outcomes for consumers.