Pension Access’
technical pension letter

The challenge

I was tasked with drafting letters to address multiple complex pension scenarios, often involving bad news, while ensuring clarity and sensitivity.

 

The problem

The previous letters confused clients, often leading to frequent clarification calls. I needed to cover every possible scenario, present technical details simply for an audience with an average reading age of eight, and communicate bad news clearly and compassionately.

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The solution

I collaborated closely with the relevant team and senior management to identify all scenarios and ensure accuracy. I drafted and refined the letters with continuous feedback to make them clear, concise, and sensitive.

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The outcome

The new letters significantly reduced client confusion and calls for clarification, streamlining the process and improving overall communication.