"In the light of the FCA's financial lives survey, we know older people and those with low financial capability can struggle to access financial information digitally.
"Therefore we need to consider approaches and communication. Simply saying 'I've sent three letters' is not appropriate - sending me three letters isn't necessarily going to work. You need to check in with the client."
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Similarly, while someone in their 40s may be fully digitally capable, they might not be capable later on in life, particularly if they develop cognitive impairment.
Grant added: "This is why you need to make sure, in your drive to digital, that what you are offering for clients is relevant and suitable."
simoney.kyriakou@ft.com
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