Frequently asked questions

Most clients complete the full consent journey in five to ten minutes on any device, including smartphones. The process is designed to be straightforward and engaging rather than burdensome — clients watch a short video, read highlighted key terms, ask any questions, and record a brief spoken confirmation. Because the key points are presented clearly upfront, clients spend less time confused and more time confident in what they are agreeing to.

No. i agree works with your existing contracts and documents — you upload your current PDF and our platform builds the informed consent journey around it. Your legal terms remain unchanged. What changes is how those terms are presented to the client: with a plain English video summary, highlighted key clauses, an embedded dictionary, and a spoken confirmation step. Your contract stays intact; i agree adds the layer of understanding and evidence around it.

Yes. i agree's voice confirmation, identity verification, and timestamped audit trail create a consent record that aligns with FCA Consumer Duty requirements, SRA client care obligations, and GDPR standards for valid consent — and that holds up in the event of a dispute, complaint, or regulatory investigation.

Clients can submit questions directly within the i agree platform at any point during the consent journey. Each question is sent to your team to answer, and both the question and the response are timestamped and logged as part of the consent audit trail. This means that if a client later claims they did not understand a particular term, you can demonstrate not only that the information was presented clearly, but that they had a direct opportunity to ask about it and received a specific answer before proceeding.

Yes. i agree integrates with your existing systems via API and webhooks, meaning consent flows can be triggered automatically from your CRM, case management software, or practice management system. Audit records are stored and exportable, so your existing file management processes are not disrupted. If you have a specific integration requirement, contact us to talk through the options.

The i agree audit trail captures every action taken during the consent journey — the video the client was shown, the video they recorded, a transcription of what they said, any questions they asked and the answers they received, and a full log showing how long they spent on each section of the document. This is stored as a sealed, timestamped record tied to the individual client. When needed — for a regulatory audit, an ombudsman complaint, or a legal dispute — you can export the full audit trail as a PDF report in a few clicks, giving you clear, structured evidence of every component of the informed decision.

Yes. Consent can be valid without a handwritten signature when there is clear evidence of what was agreed and by whom. Voice consent is a practical way to capture that evidence because it records the words used, the person speaking and the time of acceptance. For best results, pair the recording with a clear script and a record of what was shown on screen.

Yes. Video consent can form part of a valid agreement when it records the explanation and the acceptance. It helps with identity and context because reviewers can see the person, the terms being referenced and the moment of acceptance. Store the clip with a link to the exact lines or summary that were presented.

A signature shows that someone completed an action. Informed consent shows that the person understood what mattered and then chose to proceed. With i agree you present the essentials in plain English, then capture a short voice or video confirmation that proves understanding.

In many use cases a signature is not required for a contract to be binding. Where policy still calls for a signature, you can keep it as a final step and use voice or video to evidence understanding. This keeps compliance happy and gives customers a more human experience.

It helps you prove that communications are fair and clear. You can show that material information was highlighted, that customers confirmed understanding and that the firm paused to clarify when needed. This supports better outcomes and faster complaint resolution.

People can choose text, voice or video. Content is written in plain English with clear structure and readable contrast. This supports customers with different needs and preferences and reduces the need for follow up calls.

Financial services, legal services, health and care, high value sales and SaaS onboarding. Any process where clarity and proof of understanding matter will benefit. Teams see gains in speed, first time completion and satisfaction.

Pick one of your agreements, upload it, and we’ll do the heavy lifting. We’ll turn it into a clear summary that will be used to create a short explainer that covers the essentials. All you need to do is review the result and make sure you’re happy. Try sending it to yourself to see how it works in practice. If you need templates, training, or integrations, we’re here to help.

Consumer understanding means making sure clients or customers fully grasp what they’re agreeing to — including the risks, costs, and implications. It goes beyond just showing terms. It’s about ensuring those terms are actually understood.

Clear understanding builds trust, reduces complaints, and protects businesses from disputes or legal issues. It also leads to better customer experiences and lower support costs.

Misunderstandings often lead to complaints, refund requests, legal action, or regulatory scrutiny. In regulated sectors, it can also result in fines or investigations.

We summarise contracts in plain language, use video or audio to explain key points, and provide tracking so you can prove what the client saw and understood. It’s designed to reduce confusion and increase confidence.

Yes. Regulators like the FCA and SRA now expect businesses to ensure clients understand key information. Our platform helps you stay ahead of those expectations.

Yes. When clients know what to expect, they’re far less likely to raise complaints or disputes. It’s a proven way to lower risk and improve satisfaction.

When key terms are hidden or confusing, clients end up surprised by fees or obligations. If they “didn’t know” or misunderstood what they agreed to, frustration leads them to raise a complaint or dispute a charge. In many cases, the information was technically disclosed, but it wasn’t presented in a way the customer could easily grasp.

Informed consent goes beyond a signature. It means a customer has seen and understood the important terms before agreeing. Practically, this requires clear explanations (no hidden jargon) and a chance for the customer to ask questions. If you can’t show the customer actually understood (for example, through summaries or confirmations), a court might not enforce the contract.

Start by using plain language and organizing information logically. Highlight fees, deadlines or penalties with bullets and headings. Offer a one-page summary of key points at the top, and consider adding visuals or short videos to reinforce the message. Finally, actively check understanding – for example, ask clients to confirm they’ve read certain sections or to answer a quick question about a key term. These steps turn passive contract signing into an active communication process.e.

UK regulators like the FCA and SRA make clear that it’s not enough to merely hand a form to customers. They require firms to take “reasonable steps to ensure customers understand” their products or services. For instance, SRA guidance explicitly asks for evidence that clients have given informed consent to fees or arrangements. In practice, this means retaining records (meeting notes, summaries, confirmations) that customers have been clearly informed.

Yes. By preventing confusion, you avoid downstream costs: fewer refunds and chargebacks, less customer service work, and lower legal risk. Customers who understand what they’re paying for complain less and stay longer. Studies even show clear documentation cuts support calls by up to 30%. In short, spending a little more effort to explain things up front saves a lot more effort later.

The best approach is to create an audit trail of your communication. For example, record verbal explanations, save email summaries, or use software that logs when a customer watches an explanation video or clicks “I have read and understood” on each key section. This evidence shows exactly what information was given and that the customer engaged with it. If a dispute arises, you can point to this proof of informed consent, which regulators and courts now consider crucial.

The SRA Code of Conduct (Sections 8.6 and 8.7) requires solicitors to give clients information in a way they can understand and ensure they are in a position to make informed decisions. i agree delivers this in practice — presenting engagement letters, fee structures and key terms in plain English, capturing voice or video confirmation of understanding, and creating a timestamped audit trail of every client interaction. If the SRA ever asks you to demonstrate that a client gave informed consent to your fees or terms of engagement, i agree gives you the evidence to do so.

Yes. The Legal Ombudsman consistently finds that poor communication features in nearly 50% of all legal complaints — clients feel uninformed, surprised by fees, or unclear about what they agreed to. i agree addresses this directly by ensuring clients understand the key points of their agreement before they proceed, and logging every step of that process. When a client has watched a plain English summary, had their questions answered, and verbally confirmed their understanding, there is very little room for a later complaint of "I didn't know that's what I agreed to."

Absolutely. Client care letters and engagement letters are one of i agree's primary use cases for law firms. Instead of sending a dense PDF that clients skim or ignore, i agree turns your client care letter into a guided consent journey — highlighting the key terms, explaining fees and scope in plain language, and capturing a confirmed acknowledgement of understanding. The result is a client who genuinely knows what they have engaged you for, and a firm that has a defensible record to prove it.

Yes — and this is one of the areas where i agree adds the most value. The SRA expects firms to adapt their communication style for clients who may be vulnerable, have lower literacy levels, or face cognitive barriers. i agree supports this through multiple format options — clients can read, watch or listen to key information depending on what works best for them. The platform also allows for slower-paced journeys and low-text modes, ensuring that vulnerable clients receive the same quality of informed consent process as anyone else, with the same standard of evidence captured.

i agree integrates with your existing systems via API and webhooks, meaning consent flows can be triggered automatically from your case management system, CRM, or practice management software. Audit records are stored and exportable, so your existing file management processes are not disrupted. If you have a specific system in mind, our team is happy to discuss your integration requirements directly — contact us to talk through your setup.

Yes. Voice and video consent is legally valid in the UK without requiring a traditional wet or electronic signature. Under UK contract law, consent can be captured through any clear, auditable means that demonstrates intent and understanding. i agree's voice and video confirmation process is supported by a full timestamped audit trail showing what the client was shown, what they confirmed, and when — creating a consent record that aligns with SRA client care obligations and holds up in the event of a dispute or complaint.

The FCA Consumer Duty requires firms to prove that customers genuinely understood the products and services they were sold — not just that they signed a document. i agree delivers this by presenting key product terms in plain English, using voice and video explainers to support comprehension, and capturing a timestamped consent record at every stage. This gives firms verifiable evidence of the Customer Understanding Outcome required under FG22/5, Section 8.

Yes. i agree is designed specifically for regulated financial products where informed consent and clear communication are a regulatory requirement. It works across mortgages, personal loans, BNPL, insurance, equity release, pension transfers, savings products and open banking consent — capturing the same standard of defensible consent evidence for each.

The FCA's guidance on vulnerable customers (FG21/1) requires firms to adapt their communications for clients who may be less able to engage with standard formats. i agree supports this through multiple format options — clients can read, listen or watch the same information — as well as slower-paced journeys and simplified content modes. Every vulnerable customer receives the same quality of informed consent process, with the same audit trail, as any other client.

Yes. A significant proportion of FOS complaints in financial services stem from customers claiming they didn't understand what they were agreeing to. By ensuring clients engage with key terms before proceeding — and capturing a record that proves it — i agree removes the "I didn't know that" basis for many common complaints. If a complaint is raised, your consent audit trail provides clear evidence of what was explained and confirmed. 

Yes. Mis-selling claims often arise when clients say they were not properly informed about fees, risks, or conditions. i agree reduces this risk by making key disclosures an active part of the client journey rather than buried in small print — and by capturing confirmation that the client saw and understood them. This is particularly valuable for high-risk products like pension transfers, equity release and BNPL where mis-selling consequences are most severe.

Yes. For data-sharing and open banking use cases, i agree captures consent that is freely given, specific, informed and unambiguous — meeting the GDPR requirements for valid consent under the UK Data Protection Act 2018. Every consent record is timestamped, tied to the specific purpose explained to the client, and exportable for compliance or audit purposes.