“In this day and age, we talked about the advice gap, and a lot of people are older, but they're so onboard with technology post-Covid. So actually how many people engage with a document that comes to their door?
"Most of them are online, they're looking on their phones, or they're looking on their computers. So actually, there's no reason why you can't make it much more interactive.”
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She added: “What we always say to people is don't reimagine your whole service proposition, just because the FCA has come along and said that there's this new regulation, you'll probably be doing most of it already.
“It is just about making sure that it's documented.”
jane.matthews@ft.com
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