BOOSTER – How to Write Clear Documents that Customers can Understand – 13th April 2023 10:30-11:45am

Just because we know what we mean, doesn’t mean our Customers do. The FCA Consumer Duty requires us to help Customer’s understanding. This is not just our documents, Emails, telephone calls, websites and terms and conditions. Writing simple documents is a skill we all need to learn. Let an expert show you how!

During the session we will be examining a template customer Terms of Business, and participants will learn to identify the barriers to customer understanding.

We will edit the example Terms of Business template together to see how by applying key principles of plain language drafting, you can ensure your documents are readable and accessible.


In this session, participants will be able to:

  • Identify barriers to understanding when customers are reading technical documents.
  • Understand the key elements of plain language drafting to aid customer understanding.
  • Apply the knowledge gained to draft technical documents/communications that are both readable and accessible for the customer.



Jeff Heasman PGCert CELTA, LL.B (Hons), LL.M is a qualified language trainer with many years’ experience of working within the legal and insurance industries as a litigation executive and senior liability adjuster.

We recommend you book your places early as it will fill up quickly.

Date: 13th April 2023

Time: 10.30am (duration 1 hour 15 mins)

Cost: Just £99 plus vat per person

Delivery: Via Zoom

Delegates will receive a certificate of attendance.

To book contact: email or phone 0161 870 6637


Mar 22 2023


2:00 pm - 4:00 pm

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