FCA has published research it commissioned to look at the biggest problems execution-only mortgage customers face in disclosure documents, and how it might be addressed. The problems identified are:
- because of the required process steps, the disclosure documents get “lost” among other documents;
- customers do not understand the language used, so don’t understand what protections they have; and the disclosure documents often require them to interpret technical language;
- the design of documents often makes them unappealing or hard to navigate so customers skim over important information, and the document does not “feel” important.
The report looks at what might be done to address each perceived problem.