You Sent It. But Can You Prove Your Prospect or Client Understood It?

Financial services have never had a shortage of communication.

It has had a shortage of clarity.

For years, firms operated in a regulatory environment that made advice increasingly onerous. To demonstrate compliance, they had to show that every relevant issue had been considered, every risk disclosed, and every requirement addressed.

The safest response was often to say more.

• More pages.
• More caveats.
• More disclosures.
• More technical language.

Everyone knew the result could be overwhelming. Advisers knew it. Clients knew it. Compliance teams knew it.

But lengthy documentation became one of the main ways firms demonstrated that they had covered every base.

That created an obvious tension: a communication could be technically complete and still be difficult to understand.

Consumer Duty Changes the Question

The FCA's latest work on Consumer Duty puts greater emphasis on the outcomes customers actually experience.

The question is no longer simply:

"Can we prove we communicated?"

It is increasingly:

1. Did the prospect or client engage?
2. Did they understand the important information?
3. Who didn't?
4. Who may need further support?
5. Can we evidence what happened?

Consumer Duty doesn't just change client communications. It changes the responsibilities of regulated firms.

Firms must now demonstrate that important communications have been delivered consistently, understood by customers, and evidenced at scale.

Delivering that manually is becoming increasingly difficult.

Chickpea enables firms to communicate at enterprise scale through personalised adviser-led video while creating a complete audit trail of engagement and understanding.

Designed by an Adviser for the Real World of Advice

Chickpea was created by a financial adviser to solve a practical problem:

How do we meet regulatory requirements, communicate better with clients, and make advisers' lives easier at the same time?

Every communication is delivered as though it has been personally recorded by the client's own adviser using AI-powered adviser avatars.

Firms can instantly deliver consistent, compliant communications across their adviser population while preserving the trusted adviser relationship.

Whether a firm needs to communicate with 100 advisers or 500,000 clients, every communication remains personalised, measurable, and fully auditable.

Firms can see:

• Who watched
• How long they watched
• Where viewers dropped off
• Which buttons they clicked
• Which documents they opened
• What decisions they made
• Which questions they answered
• Who needs follow-up
• Who ignored the communication

Where understanding checks are built into the journey, every interaction creates objective evidence that key information has been understood.

That moves communication beyond:

"We sent it."

towards:

"We know what happened next."

Better Client Outcomes. Better Adviser Productivity. Better Business Performance.

For clients and prospects, important financial information can be delivered personally, clearly, and in a format that is far easier to engage with than another lengthy document.

For advisers, the benefit is just as important.

An adviser with hundreds of clients should not have to deliver the same communication over and over again.

Chickpea enables firms to communicate personally with entire client portfolios while ensuring every communication remains consistent, measurable, and fully auditable.

Rather than repeating the same communication hundreds of times, advisers can focus where they create the greatest value:

• Advising clients
• Strengthening relationships
• Supporting those who genuinely need help

For firms, that means eliminating thousands of repetitive adviser conversations while ensuring every client receives the same high-quality, compliant communication.

Technology handles the repetition. The adviser handles the relationship.

That means more time advising, speaking to clients, building relationships, and winning business.

It also means a better quality of working life.

A Stronger Audit Trail

For firms, the same technology creates stronger management information and a clearer audit trail around what was communicated, when, to whom, and how the recipient engaged.

That matters for Consumer Duty.

When a complaint arises, the question is no longer simply:

"Did we send the communication?"

It becomes:

"Can we demonstrate how the client engaged with it?"

Chickpea enables firms to evidence:

• How the communication was delivered
• Whether it was watched
• How long it was viewed
• Which information was interacted with
• What actions were taken
• Whether further support was required

That creates a significantly stronger audit trail than relying solely on an email, a document, and a signature.

Compliance Should Create Commercial Value

Consumer Duty does not have to mean more administration.

Used properly, the same technology that helps firms evidence better outcomes can also help them run better businesses.

It can:

• Help advisers stay closer to more clients
• Identify where attention is needed
• Reduce repetitive activity
• Strengthen client relationships
• Improve management information
• Lower risk
• Create more capacity for advisers to grow

That is the real opportunity.

By transforming how firms communicate at scale, Chickpea helps deliver:

• Better client outcomes
• Objective evidence of understanding
• Greater adviser productivity
• Lower risk
• Improved profitability

Chickpea is not another compliance process.

It is technology designed to make regulated communication work better for the client, the adviser, and the firm.

Right Message. Right Person. Right Time.

Understood. Evidenced.

Because the important question is no longer simply:

"Did we send it?"

It is:

"What happened next?"

Consumer Duty isn't about sending more communications.

It's about proving better outcomes.

Chickpea provides the enterprise communications infrastructure that enables firms to evidence those outcomes consistently, at scale.

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