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PDCOB 8.4 Exit communications requirements

PDCOB 8.4.1R

1Where a customer makes a choice from the choice architecture that would cause them to exit the qualifying pensions dashboard service, the firm must communicate to the customer:

  1. (1)

    that they are exiting the qualifying pensions dashboard service;

  2. (2)

    that their pensions dashboard view data will not be visible outside the qualifying pensions dashboard service;

  3. (3)

    where they are being directed to; and

  4. (4)

    that information seen by them after they have exited the qualifying pensions dashboard service will not be customised to them, or their pensions dashboard view data.

PDCOB 8.4.2G

1Firms should determine the design, form, language and delivery of the exit communications in PDCOB 8.4.1R and are reminded of their obligations under Principle 12 and the retail customer outcome on consumer understanding in PRIN 2A.5.

PDCOB 8.4.3 G

1Firms are reminded of their obligations in PDCOB 4 in relation to communications. In particular, firms are reminded of the requirement that any communication it makes must be clear, fair and not misleading.

PDCOB 8.4.4R

1Where a customer is provided with a link in circumstances other than those in PDCOB 8.4.1R that would cause them to exit the qualifying pensions dashboard service, a firm:

  1. (1)

    (subject to (2)) must comply with the exit communication requirements in PDCOB 8.4.1R(1), (2) and (4); and

  2. (2)

    must comply with the requirement in PDCOB 8.4.1R(3) unless it would be reasonable to conclude that it would be clear to a customer to where they are being directed, in which case, the firm may comply with that requirement if it wishes to do so.

PDCOB 8.4.5G

1An example of where it would be clear to a customer to where they are being directed would be where a customer is provided with a link to the website of a particular pension scheme administrator in their pensions dashboard view data which would cause them to exit the qualifying pensions dashboard service, which makes it clear to the customer that they will be directed to that particular pension scheme administrator’s website.

PDCOB 8.4.6G

1For the avoidance of doubt, PDCOB 8.4.4R applies where a firm places an advertisement on its pensions dashboard platform with a link to a website outside of the pensions dashboard service, which may or not be a website belonging to the firm.