A lender plans a letter explaining a change to its early repayment charges. Which step does the Consumer Duty most directly expect before it is sent?
Under the consumer understanding outcome, firms must support customers' understanding and, where appropriate, test their communications to check they are likely to be understood (PRIN 2A.5, the consumer understanding outcome). Board sign-off, website summaries and proof of delivery may each have a place, but none of them shows that customers will understand the change, which is what the Duty asks.
Confusing proof of sending or governance sign-off with evidence of understanding.
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