Quilter partners with communications specialist to support vulnerable customers

Quilter has announced a one-year partnership with Plain Numbers, a communications specialist focused on helping organisations make numbers easier for customers to understand.

The Plain Numbers Method can be applied across a wide range of customer communications. It focuses on presenting numbers clearly and putting them in an understandable context, using insights from behavioural science to better support those with low numeracy and dyscalculia. 

Independent testing has shown it can significantly improve customer understanding of numerical information, in some cases doubling comprehension rates.

The partnership will equip Quilter colleagues with the training and certifications required to apply the Plain Numbers Method to its customer communications. 

The partnership builds on Quilter’s existing programme of support for vulnerable customers, including adviser and customer tools, enhanced digital support and a ‘tell us once’ service that allows customers to share their circumstances once and receive consistent support across the business.

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.”

Mike Ellicock, chief executive and founder of Plain Numbers, commented: "By helping people to better understand numbers and their financial choices, organisations can empower customers to make more informed decisions and achieve better outcomes. What stands out about this partnership is the clear focus on vulnerable customers from the outset. Too often that's an afterthought, and Quilter is putting it front and centre."