Client understanding / Decision lab
The client agrees. Have they understood?
A reassuring answer can hide an important misunderstanding. Practise finding it, responding to it and recording what changed.
UK financial advisers, paraplanners and advice quality reviewers
The difference you can make
What you will work towards
- 01Distinguish agreement from evidence of understanding.
- 02Choose a proportionate response to a misunderstanding or support need.
- 03Write a factual account of a communication check and a useful follow-up.
Your route through the activity
- 01Listen beyond yes
A decision is only as useful as the understanding behind it.
- 02Change the conversation
Treat a misunderstanding as information about what to do next.
- 03Keep the evidence honest
Your note should let a later reader follow the conversation.
- 04Bring it into practice
Leave with a question you can use and a way to judge its value.
Lesson links open a preview. Start the published course to save progress.
Read the primary sources
- FCA: PS22/9 and linked Consumer Duty guidance FG22/5 ↗
Read alongside current Handbook provisions and subsequent updates; this is a source, not approval of this course.
- FCA: Fair treatment of vulnerable customers, FG21/1 ↗
Source page updated July 2026, directing firms to current Consumer Duty expectations.
- FCA: Digital design in customers' online journeys ↗
Background on testing understanding and the limitations of simplified language.