Supporting Neurodiverse Clients Advisers can take practical steps to align with Consumer Duty while improving client experience: • Simplify and structure communications Use clear language, avoid unnecessary jargon and break information into manageable sections. This supports the Consumer Duty requirement for effective customer understanding. • Offer information in different formats Providing written summaries, visual aids or follow-up notes allows clients to process information in a way that suits them. • Allow time and flexibility Some clients may need longer to make decisions or prefer structured, predictable interactions. This helps ensure clients are properly supported. • Check understanding meaningfully Asking open questions (e.g. “Would you like me to go through that differently?”) helps evidence that the client has understood key information. • Adapt communication preferences Offering alternatives such as email, video calls or clearly structured meetings can improve accessibility and engagement. These adjustments support better-informed decisionmaking and help firms evidence positive customer outcomes. Supporting Neurodiverse colleagues Creating an inclusive workplace benefits both individuals and the wider firm, plus the end customer. Managers can support colleagues by: • Encouraging open conversations • Create a culture where individuals feel comfortable discussing their needs without fear of stigma. • Providing structure and clarity • Clear expectations, written instructions and defined processes can be particularly helpful to reduce ambiguity. • Offering flexible working approaches • This might include quiet workspaces, adjusted deadlines or different ways of organising tasks. However, what’s important here is to not assume what the individual may need – instead, ask how you can better support them and seek their input. • Focusing on strengths • Neurodivergent individuals often bring valuable skills such as attention to detail, creativity, or problemsolving; recognising and leveraging these strengths is key. An inclusive environment enables advisers and all staff within your business to perform at their best, which directly supports the delivery of good customer outcomes. Importantly, supporting neurodiversity doesn’t require complex changes Small adjustments, awareness, and a willingness to adapt can have a significant impact. Many of these approaches align closely with existing regulatory expectations; particularly around ensuring good customer outcomes and effective communication. It is about creating a supporting environment and workplace culture, and then looking at individual needs and addressing those specific requirements wherever reasonably possible. Summary Neurodiversity is about recognising and valuing differences in how people think and process information. For financial advisers, taking steps to support neurodiverse clients and colleagues is not only good practice - it’s a meaningful way to enhance understanding, improve satisfaction and build stronger, more inclusive relationships. As awareness continues to grow, firms that embrace neurodiversity will be better positioned to support both their people and their clients. 23
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