Listen beyond yes

In this fictional meeting, Rowan is considering an investment for part of their savings. They say: 'That sounds fine. If I need the money, I can get back what I put in.' Your explanation covered access and investment risk. Rowan's response suggests those two ideas may have become joined together. Before considering any next step, identify exactly what the response tells you - and what it leaves unknown.

Access to an investment and certainty about its value are different questions. A signature would record agreement; it would not resolve the particular misunderstanding you have just heard. An effective next question gives Rowan room to explain their interpretation without being led towards your preferred answer.

The Consumer Duty includes an outcome on consumer understanding. For this exercise, turn that broad expectation into a practical habit: listen for the client's account of the trade-off. The questions below are teaching techniques, not prescribed regulatory wording. Use them with judgement and your firm's process.