Common language used by advisers triggers anxiety and distrust among retirees

Interviews conducted by behavioural finance firm Oxford Risk and consultancy NextWealth found product-led communication was one of the biggest drivers of mistrust among retirees and near-retirees. Meanwhile, consumers who felt their advisers led with talking about investments rather than their personal situation tended to feel less understood, less engaged, and less confident in their retirement plans. Certain phrases also backfired with clients. For example, the statement "you're not locked in", which advisers intended to convey flexibility, was often experienced as patronising by re...