We showed how words can build trust — even when times are tough.

Financial services can sometimes be tricky. When people in the UK don’t see eye-to-eye with their bank or insurer, it’s up to the Financial Ombudsman Service to sort things out fairly.

In many ways, words are their product: their final written decisions shape how their customers feel.

We placed a consultant in-house to help the Ombudsman make sure their workings came across fairly and clearly.