Clear Communications: Central Bank of Ireland Rules Explained

Clear communication is a regulatory duty, not just good manners. The Central Bank of Ireland's 2025 consumer protection regulations include a chapter called Informing Effectively, which sets out what regulated entities must do so that consumers can understand what they are buying and what it costs. This guide summarises that chapter and the next, on information about charges. It supports our Customer Understanding and Clear Communications course overview and sits alongside our explainer on the 2025 Consumer Protection Code changes.

Plain wording, not misleading wording

Regulation 44 says the names of services must not be misleading about their nature or benefits. Regulation 47 deals with technical terms, which must be explained in plain language or in a glossary. Regulation 48 says key information must not be presented in a way that obscures its importance, and Regulation 50 requires written information to use a clearly legible font size. Regulation 45 covers warnings, which must be prominent, boxed, bold and at least the predominant font size. Regulation 64 sets the test that information must be understandable to an average consumer, and Regulation 65 requires product producers to design information for consumer understanding and to test its effectiveness regularly.

What to tell consumers, and when

Regulations 59 to 61 cover the information a consumer receives before contracting. Key information, including cancellation or withdrawal rights and how to exercise them, must be given on a durable medium before an offer is made. Terms and conditions must be provided before contracting, and the consumer must be told about the relevant ombudsman or alternative dispute resolution service. Regulation 62 says material changes to terms require revised terms plus a comparison notice at least five working days before taking effect. Regulation 63 requires consumers to be told at the start of a call if it is being recorded.

Terms of business and titles

Regulations 51 and 52 require terms of business, with a standalone copy provided before the first service and the terms published on the firm's website. The listed content includes identity, authorisation, the type of market analysis, tied status, charges, a summary of conflicts, remedies on default, a summary of complaints handling and the compensation scheme. Regulations 54 to 58 control the words "independent" and "broker", which can be used only where the stated conditions are met, and require tied intermediaries to disclose that status in all communications.

Regulation 46 requires notice of changes to services at least one month in advance, showing the position before and after the change. Regulation 49 requires secure handling of information sent electronically, and Regulation 53 requires deposit agents to provide the credit institution's terms of business. Taken together, the chapter treats clarity as something a firm must be able to demonstrate through its documents, its website and its notices.

Charges: Regulations 66 to 70

Regulation 66 requires a written breakdown of all charges, including third-party charges, before service is provided, though the page says it does not apply to MiFID Article 3 services. Regulation 68 requires a schedule of fees and charges to be displayed prominently in public offices and on websites. Regulation 69 requires 30 calendar days' notice of increases or new charges, and 10 working days' notice for periodic charges, with charges of €10 or less excluded. Decreases are to be notified as soon as practicable. Regulation 70 requires consumers who are charged penalties to be told how to avoid or reduce them.

Digital journeys

The preceding chapter on digitalisation applies the same thinking to platforms. Regulation 39 bars preselected options that confirm the consumer has read or understood information. Regulation 40 requires clear step-by-step guidance on platform use, and Regulation 42 requires at least 15 working days' notice before access to systems providing required information is withdrawn. Regulation 43 requires a reminder of cooling-off rights three to seven working days before expiry.

Using this in a compliance role: our suggestions

These steps are our suggestions, not requirements in the regulations.

• Read a sample of customer letters aloud, and ask whether the most important point is the first thing a consumer would notice.
• Test documents with real customers, since the regulations require producers to test effectiveness.
• Map each notice period (one month, 30 days, 10 working days, five working days) to a named owner so none is missed when the process changes.
• Check that every digital journey avoids preselected confirmations.

For structured learning, browse our CPD courses.

What we could not confirm

The Central Bank page we read was truncated partway through Chapter 7, so we have not covered the rest of Part 2. The page marks some regulations with a "(G)" label that we did not interpret, so check which regulations apply to which type of regulated entity. We did not read the Central Bank's general guidance on the Code, nor the corresponding UK rules. Notice periods and thresholds can change, so check the current text. This post is general information, not legal advice.