Clear communication has always been fundamental to trust in financial services. From account updates and regulatory notices to repayment options and customer support, the way organisations communicate matters just as much as what they communicate.
But in recent years, that task has become more complex. Data protection rules are (rightly) stringent. Customer expectations are higher. And digital channels, while essential, are ever-increasingly crowded and easy to ignore.
Which is why the recent joint statement from the Information Commissioner’s Office (ICO) and the Financial Conduct Authority (FCA) is so important. Given all the confusion going on, 2026 seems like the perfect time to provide clarity.
We’re pleased to say that the message is reassuring, but also firm: targeted, supportive communication is not only allowed; it’s encouraged – as long as it’s done transparently, lawfully and with respect for individual rights.
So what does this mean in practice? And how should financial services organisations be thinking about communication as we head into 2026? Let’s get into it.
What the ICO-FCA Statement is Really Saying
It’s a pretty lengthy statement, but at its core, the joint statement addresses a long-standing tension in financial services communications: the balance between privacy protection and customer support.
The regulators acknowledge that firms may need to contact individuals using personal data in order to provide meaningful support – for example, information about financial options, account changes, or services that could improve a customer’s financial well-being.
The statement also makes it clear that not all personalised communication is considered to be marketing. When messages are genuinely designed to support customers rather than simply promote products, they can be lawful, appropriate and aligned with both data protection and financial conduct rules.
However, this only holds true if organisations:
- Are transparent about how and why data is used
- Respect communication preferences and objections
- Ensure messaging is relevant, proportionate and fair
In other words, compliance isn’t about silence or playing it safe – it’s about doing communication properly.
Why Does This Matter for Printed Mail?
Many financial services teams have become understandably cautious. Fear of breaching GDPR or misinterpreting marketing rules has led some organisations to reduce outbound communication altogether, even when messages would genuinely help customers (or gain you some new ones).
At the same time, digital fatigue is real. Emails are missed. Portal notifications go unopened. Important information can be buried beneath copious amounts of marketing messaging.
This creates a paradox: customers want clarity and support, but the channels most organisations rely on aren’t always delivering it.
That’s where well-planned, compliant physical communication still plays a vital role.
The Role of Printed Mail in Trusted Financial Communication
Print isn’t about throwing it back to the good old days – it’s about trust and tangibility, which happen to be gaining in importance in our modern, digital-forward world.
A physical letter feels intentional. It signals importance. And in regulated industries like the financial industry, it provides something digital channels often struggle to match: confidence that the message has been received and taken seriously.
From a compliance perspective, mail also offers:
- Clear audit trails
- Proof of dispatch
- Consistency of message delivery
- Reduced disputes around “missed” communications
When paired with accurate data and secure workflows, business mail becomes a reliable, defensible channel – particularly for sensitive or high-importance communications.
And when it’s used as part of an integrated, multi-channel approach, it doesn’t replace digital. It strengthens it.
Best Practice for Financial Communications in 2026
So, now that we know what an important role transactional business mail can play in financial communications, let’s look at how you can capitalise on it. Looking ahead, successful financial communications will be built on a few clear principles.
- Relevance over volume – Customers are far more receptive to communications that clearly apply to them and their circumstances.
- Transparency at every stage – From privacy notices to preference management, clarity builds trust and reduces friction.
- Respect for choice – Opt-outs and objections must be easy to action and consistently applied across all channels.
- Consistency and accountability – Messages should align across print and digital, with robust records of what was sent, when and why.
These principles aren’t just regulatory safeguards; they form good customer experience, which is necessary across all industries for organisations that want to succeed.
So, Where Does Data, Automation and Print Come Together?
Don’t worry – no one is expecting you to, as the joint statement says, “ensure that you comply with UK General Data Protection Regulation (UK GDPR), Data Protection Act (DPA) and the Privacy and Electronic Communication Regulations 2003 (PECR) when delivering targeted support” all by yourself. Modern mail works best when it’s powered by strong data foundations and smart automation – which can and should be outsourced to mailing houses by financial institutions.
At bakergoodchild, we are ISO 27001 accredited, fully GDPR compliant, and ICO registered, so all data that passes through us is cleansed and well-maintained to ensure it reaches the right people. Our data cleansing process also reduces waste, misdelivery and risk.
Our automation and API integration tools work together to eliminate manual steps, helping teams deliver time-sensitive communications without last-minute pressure or human error.
Variable data printing, on the other hand, allows content to be personalised responsibly. Tailoring information, language or calls to action while maintaining central compliance controls. The result is mail that feels relevant and supportive, rather than generic or intrusive.
Outsourced professional, integrated systems can create a single, secure workflow – making it easier to manage preferences, apply suppression rules and demonstrate compliance if required.
Communication That Supports Both Customers and Compliance
The ICO-FCA statement reinforces what the industry has long known: good communication is not the enemy of compliance – it’s a fundamental part of it.
Customers benefit when they receive timely, relevant information that helps them understand their options and feel supported. Organisations benefit when communication is structured, auditable and trusted. And regulators benefit when firms act transparently, proportionately and responsibly.
Print, when used intelligently and backed by secure data and automation, supports all three.
For financial services leaders, this three-pronged ability is important. The regulatory direction is no longer about avoiding communication risk at all costs, but about building systems and partnerships that allow communication to happen safely, consistently and at scale.
At bakergoodchild, we work with financial services organisations to deliver secure, compliant and efficient print and mail solutions – helping ensure that important messages don’t just get sent, but get received, understood and acted upon.
As we move through 2026, the regulatory pressure isn’t to communicate less – it’s to communicate better. So if you want to capitalise on your communication, give us a call at 0800 612 1972. We look forward to helping you get the right systems in place to make the most out of your financial communications.
