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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 regular customer communications and at key moments, like 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 necessary.

 

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 can support regulated customer service environments through:

  • Professional human interpreters

  • Interpreter quality checks and ongoing reviews

  • DBS-checked interpreters 

  • Secure operational processes

  • 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 a practical fit for financial services teams that need language support to work within existing operational, procurement and compliance expectations.

Lloyds Cover

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
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Using Clear Voice has made such a huge difference in our interactions with people. It has helped us connect with them. It’s given better assurance to our human rights due diligence.
Human Rights Manager, Tesco
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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. Where limited English proficiency creates a communication barrier, professional interpreting can help customers explain their situation, understand information and access the support available to them.

No. Once your account is set up, agents can access the service using a straightforward process (they simply dial into the system, enter a PIN and a language code. In less than a minute (average = 40s), a Clear Voice interpreter joins the call. All the guidance needed for teams to use the service confidently is provided.

Yes. Telephone interpreting can support sensitive conversations, including fraud, bereavement, complaints and other moments where clear communication is important. For longer or more complex calls, pre-booking may be more appropriate.

Yes. Clear Voice can support document translation for customer communications, support materials and other written content where accurate language support is required.

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.

Need language support for your customers?

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

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

Speak to our team