Getting ready for the Consumer Duty

Canada Life wanted to do more than implement the Consumer Duty: they wanted to use it as an opportunity to transform the way they communicate with customers.

But before they could start auditing and rewriting documents, they needed to establish what ‘good’ looked like. That’s where Quietroom came in.

We built a framework to assess their existing communications against the principles set out in the Duty. Then we used it to run a pilot audit, looking at 30 key pieces of Canada Life communication across products and customer journeys. We handed the audit framework over to their team, so they could get a feel for the Duty and start auditing material themselves.

We used this as the foundation for our writing guidelines: a succinct, practical toolkit that anyone from Canada Life could use to make existing communications compliant with the Consumer Duty.

“The quality of the work was fab. We just sailed through.”

Jamie Walters
Head of Strategic and Marketing Operations, Canada Life

canadalife.co.uk