Introduction Having recently undertaken some training with ACAS around supporting neurodiverse individuals, I wanted to share some thoughts around this important issue. Neurodiversity recognises that people process information in different ways. This includes conditions such as autism, ADHD, dyslexia and dyspraxia, as well as a broader range of cognitive differences. A significant proportion of the population is estimated to be neurodivergent, meaning many clients and team members may benefit from more tailored approaches. Without adjustments, standard processes or communications can unintentionally create barriers, affecting understanding, decisionmaking and overall experience/customer satisfaction. Indeed, Neurodiversity is an increasingly important consideration for firms, particularly in the context of the Consumer Duty which requires firms to act to deliver good outcomes for retail customers, including those with characteristics of vulnerability, of which neurodivergence can be a key factor. Why it matters Under Consumer Duty, firms must ensure: • Communications are clear, fair and not misleading • Customers are supported to make effective, timely decisions • Firms take into account customer characteristics, including vulnerability Neurodivergent clients may face barriers in understanding financial information if standard approaches are used. Without reasonable adjustments, this could lead to poorer outcomes, reduced engagement or misunderstandings - potentially creating regulatory risk. By recognising and responding to neurodiversity, firms can demonstrate they are meeting expectations around consumer understanding and customer support outcomes. Paradigm Think Piece Spotlight on Neurodiversity: Supporting Your Clients and Colleagues PARADIGM COMMENT Paradigm endeavour to provide high‑quality, practical, and tailored compliance support to all firms we work with. We can assist with communications, including financial promotions through our Technical Helpdesk, as well as suitability reports via our File Review team, and broader Consumer Duty considerations through our experienced Consultants. Riona Mulherin Director of Marketing & Operations 22
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