Cardiff & Vale Credit Union recognised that applying for financial support was a daunting task for most. In alignment with the requirements of the Consumer Duty, they needed to prioritise effective and understandable communication for all consumers. 

As a credit union with a not-for-profit arm, dedicated to supporting individuals in a time of need, its goal was to ensure customers had a good understanding of their products and services so that they could reach their financial goals easily and more effectively.