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Language services for financial services

Clear Voice helps financial services teams communicate clearly with customers who may not be proficient in English, using professional interpreting and translation services.
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Supporting customers when language becomes a barrier

Clear communication is central to good customer outcomes and the Financial Conduct Authority’s (FCA) Consumer Duty.

When customers need support with fraud, bereavement, pensions, insurance or account information, language barriers can make conversations harder for both the customer and the support agent.

Professional language support helps both sides reach a shared understanding, so customers can explain their situation and organisations can respond appropriately.

Where language support is needed in financial services

Language support is needed for both routine customer communications and at key moments, such as bereavement or fraud.

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Contact centre calls

Help agents bring an interpreter into live customer calls when language support is needed.

Complaints

Fraud and scam reporting

Support customers to explain suspected fraud or scams clearly, so agents can respond quickly.

Support

Bereavement and “moments of truth”

Support sensitive conversations around bereavement, illness or changes in financial responsibility.

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Customers needing language support

Help customers who are not proficient in English understand information and access the right support.

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Written customer communications

Translate important customer documents, letters and support materials into the customer’s preferred language.

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Our services

Telephone

Telephone Interpreting

On-demand telephone interpreting gives contact centre teams fast access to professional interpreters during live customer calls.

 

It is useful for customer service, fraud reporting, complaints, bereavement support and other conversations that need to continue without delay.

 

It can also support first-time resolution, customer satisfaction and enhance internal efficiency.

 

Telephone Interpreting
Video

Video Interpreting

Video interpreting supports planned customer conversations where seeing the interpreter can help build confidence and understanding.

 

It can be useful for sensitive, complex or multi-party discussions where visual cues make communication easier.

 

Video Interpreting
Document

Document Translation

Organisations may need to provide customer information and other supporting materials in a customer’s preferred language to ensure they understand it.

 

This helps customers feel confident about their interactions and decisions whilst reducing the risk of complaints.

 

Document Translation
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Pre-booked Interpreting

Some conversations are better planned in advance, particularly where the subject is complicated, sensitive or likely to take longer.

 

Pre-booked interpreting can help teams arrange the right language support at the right time.

 

This is particularly useful if complex products and services need to be discussed, or where a rare language is required.

 

Pre-booked Interpreting
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Why Clear Voice?

Financial services organisations need language support that is easy to access, reliable and suitable for sensitive customer conversations.

Clear Voice provides professional human interpreters who understand accuracy, neutrality and confidentiality. Their role is to convey meaning clearly across any language barrier.

Built for regulated environments

Financial services organisations need suppliers that understand the importance of security, quality and operational reliability.

Clear Voice supports regulated customer service environments with:

  • Professional human interpreters and translators

  • Interpreter quality checks and ongoing reviews

  • DBS-checked linguists

  • Secure operational processes

  • FSQS registered, demonstrating our commitment to the highest standards required for financial services compliance and assurance

  • Certification to ISO standards, plus a range of additional accreditations

  • Experience of supporting customers who lack proficiency in English, as well as those who may have additional vulnerabilities 

  • Experience working with large customer-facing organisations

This makes Clear Voice an ideal partner for financial services teams that need language support to work within existing operational, procurement and compliance expectations.

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Lloyds uses language services to better support their customers

Clear Voice supports Lloyds with professional telephone interpreting, helping customer-facing teams communicate with individuals who require language support during important financial conversations.
Read the Lloyds case study

With a Clear Voice interpreter on the line, our agent was able to clearly explain the risks associated with unregistered solicitors, including the potential for scams and the importance of completing independent checks.

Leading Retail Bank

Related content…

09/07/2026 The FCA Consumer Duty in practice Read more
23/10/2025 Language as a vulnerability in financial services Read more
18/06/2025 Five ways speaking your customers’ language will benefit your financial services business Read more
22/04/2026 What is telephone interpreting and when should you use it? Read more

FAQs

Frequently asked questions from the financial services sector…

Telephone interpreting allows agents to bring a professional interpreter into a live call when a customer does not speak English proficiently. This helps both parties understand each other and can support quicker, clearer resolution.

Yes, language is considered a vulnerability. Everyone has a right to access to financial services regardless of their level of English. The provision of interpreting, translation and accessible services such as British Sign Language (BSL) is essential to meet these vulnerabilities.

No. Once your account is set up, agents can access the service using a straightforward process. Dial into the system then enter your account PIN and the code for the language you require (we’ll provide these during onboarding and they are available on our support site). In less than a minute a Clear Voice interpreter will join the call. We provide all the guidance your teams need to use the service confidently.

Yes. Our interpreters can support sensitive conversations, including fraud, bereavement, complaints and other moments where clear communication is important. With years of experience working in the asylum and refugee sector, Clear Voice linguists interpret with care, empathy and cultural sensitivity.

While a family member or friend may seem a convenient option, it risks the impartiality, confidentiality and accuracy that are vital in conversations concerning financial services. Professional interpreters are trained to provide faithful, impartial interpretation, reducing the risk of misunderstandings, omissions or coercion. To safeguard customers and ensure compliance, an independent professional language service is essential.

Internal bilingual staff may be helpful in some situations, but they are not always available on demand, may not be professionally trained as interpreters and may not understand the boundaries of interpreting. A professional interpreter provides a neutral third party whose role is to accurately convey meaning.

Our telephone interpreting service is a pay-as-you-go service, with no setup fees, recurring account fees or minimum spend. You simply pay for the amount of interpreting you use at our competitive, per minute rates.

Ultimately, it depends how much you use the service, but each call is extremely cost effective.

Need language support for your customers?

If your organisation needs interpreting or translation support for customer conversations, contact centre teams or to reach vulnerable customers, speak to Clear Voice.

We can talk through your needs and help you choose the most appropriate service.

Speak to our team