Providers axe pension jargon to help consumers

Firms across the sector have been trimming down their pensions communications, using simpler language, softening worrying language, and engaging with consumers earlier. One firm was said to have reviewed and altered 800 member documents to reduce overly-complex terminology, while others have worked with the Plain English Campaign to train consumer-facing staff. Further, customer research has been commissioned to align language to resonate with saver. Some documents have replaced technical language with visual metaphors and bespoke animations, with one example of an apple tree represen...