Tipton & Coseley Building Society has entered a partnership with RegTech firm docStribute to enhance customer communications and support its digital transformation programme.
The agreement will see the building society adopt the docStribute platform to help deliver regulated and general communications in a more accessible digital format, while supporting compliance with the Financial Conduct Authority’s Consumer Duty.
The initiative forms part of the Tipton’s wider multi-year programme aimed at expanding online services, improving internal systems and enhancing the environments in which staff and members interact with the society.
Through the platform, the society intends to move towards an electronic-first approach for its communications. The change is expected to reduce delivery costs, speed up the processing of important documents and lower paper usage and associated carbon emissions.
The partnership also reflects a broader effort to improve how regulated documents are presented to members. Rather than being viewed purely as a compliance exercise, the society aims to use communications as a means of improving understanding and engagement.
By presenting information in a clearer and more accessible digital format for members who prefer it, the society said it hopes to support better-informed financial decisions and improve outcomes in line with Consumer Duty expectations.
The docStribute platform enables organisations to deliver communications that are easier for customers to access, read and navigate. It also provides data on how recipients interact with documents, offering insight that can be used to refine messaging and improve clarity.
A central feature of the system is AIDA, the Artificial Intelligent Document Assistant. The tool allows recipients to interact with regulated documents in a conversational way, helping them navigate complex information, ask questions and receive explanations in real time.
The platform can also incorporate additional formats such as short video and visual layers designed to aid accessibility and comprehension. The aim is to support financial literacy while ensuring communications remain compliant and properly governed.
docStribute said its technology uses Distributed Ledger Technology to protect the integrity of customer documents and create a verifiable record of when information was sent. This is intended to help firms meet the FCA’s Durable Medium requirements while providing greater visibility of customer engagement.
Chris Ansara, chief executive of docStribute, said: “We are pleased to be working with The Tipton & Coseley Building Society. Building societies have always been rooted in trust and community.
“Our role is to help turn regulated communications into moments that strengthen that trust by making important information clearer and easier to engage with.
“With AIDA, and enhanced formats such as video, we are adding another layer that actively supports member understanding, not just delivery.
“This partnership brings our total building society partners to four and highlights the sector’s continued emphasis on improving customer understanding through stronger engagement.”
Richard Groom, chief customer officer at Tipton & Coseley Building Society, added: “We are focused on increasing the proportion of compliant digital communications we send as this brings multiple benefits to our business and members alike.
“Adopting an electronic-first approach, in line with members’ preferences, is another step towards modernising our Society and will improve the overall standard of service we offer.”
