Yorkshire Building Society has entered a new partnership with Plain Numbers, an organisation dedicated to helping companies communicate numbers clearly and effectively. The partnership is designed to make life easier for members and customers by improving how the Society explains financial information — particularly for those who may find numbers challenging or overwhelming.
Plain Numbers is recognised by the Financial Conduct Authority (FCA) for helping firms meet Consumer Duty requirements. By working with Plain Numbers, Yorkshire Building Society will strengthen the clarity of its customer communications, ensuring information is accessible, easy to follow and supportive for every type of customer.
Research[i] shows almost half (49%) of working‑age adults in the UK have numeracy skills at primary‑school level, while one in five feels anxious when dealing with numbers. Many people overestimate their confidence with numbers, while organisations often believe their communications are clearer than customers actually find them. This can create confusion, reduce trust and make it harder for people to make the financial decisions that are right for them. By adopting the Plain Numbers approach, Yorkshire Building Society aims to reduce these barriers so customers feel informed, supported and in control.
Over the next three years, colleagues across key communications teams will be trained as Plain Numbers practitioners. They will apply this expertise to all customer-facing materials and share their learning across the organisation.
For members and customers, this means clearer explanations, simpler choices and better support - especially for those who may be vulnerable, anxious about numbers or less confident managing their money.
Since the introduction of Consumer Duty, Yorkshire Building Society has continued to improve clarity of communications across all its channels. This partnership builds on that progress, helping the Society do even more to support customers in making confident, informed financial decisions.
Simon Watson, Chief Customer Officer at Yorkshire Building Society said: “The language of money can be confusing, and when information is not clear it gets in the way of good decisions. Our partnership with Plain Numbers is about helping fix that. It helps us explain things simply, support people who find numbers harder, and give every customer the confidence to make the right choices.”
Ben Perkins, Director of Partnerships & Services at Plain Numbers said: "Yorkshire Building Society have recognised that good outcomes start with good understanding. We're excited to support them in making their communications work harder for every customer, especially those who find numbers difficult or anxiety-inducing. This partnership shows real leadership in putting customer understanding at the heart of how financial services are delivered."
