Print Isn’t Going Anywhere: What Financial Institutions Need to Know in 2026

The financial sector is moving fast towards digital communication, but print is far from disappearing. Falling letter volumes, rising digital engagement, and new postal reforms shape the future, yet print remains essential for compliance, vulnerable customers, and the moments where communication simply has to get through.

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As we head into 2026, financial institutions must balance digital efficiency with regulatory demands and customer accessibility. This article explains why print still matters, where it fits into a modern strategy, and how it connects with multi-channel-intelligent-comms.

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The Myth of a Digital-Only Future

Mail Volumes Are Falling, But Print Still Matters

UK addressed letter volumes have dropped from 16 billion in 2009–10 to around 6.5 billion in 2023–24 (Ofcom, 2024, p.10).
This trend often leads people to assume print is on its way out.

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But for financial institutions, the volume of mail is not the deciding factor.
Regulation is.

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Even as customers move online, banks and insurers must still send printed communications in many situations — especially when the communication is sensitive, contractual, or time-critical.

The FCA Does Not Allow Digital-Only Communication

Consumer Duty requires firms to communicate in ways that support good outcomes for all customers. This includes clarity, fairness, and accessibility (FCA, 2022, p.14).

Digital-only communication is not compliant for several reasons:

• 12 percent of UK adults remain offline or rarely online (Ofcom, 2024, p.6).
• Older or vulnerable customers may not access digital channels.
• Certain notices must legally be sent in writing (FCA MCOB/CONC, 2024).
• Email cannot guarantee delivery or engagement.

For these customers, print is not a preference, it is a requirement.

Vulnerable Customers Depend on Print

Vulnerable customers include people who:

• Have limited digital skills
• Live with disabilities
• Experience financial hardship
• Are older or isolated

FCA guidance places strong emphasis on supporting these groups fairly, which includes offering communication in accessible and durable formats.

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Print remains one of the most reliable ways to reach customers who need additional support.

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Postal Reform in 2026, What It Means for Finance

Delivery Days Are Reducing: 6 to 4

Ofcom’s Universal Service reform proposes reducing standard letter delivery from six days to four, driven by falling mail volumes and financial pressure on Royal Mail (Ofcom, 2025).

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This change does not remove the need for print, but it makes timing more challenging.

Increased Pressure on Delivery Performance

For certain financial communications, timing is critical:

• Arrears notices
• Payment reminders
• Default notices
• Insurance renewals
• Contract changes

A delay of even one or two days can create regulatory risk. As postal frequency reduces, firms need better workflow control, clearer rules, and more reliable fallback options.

Print Becomes More Strategic

Print is no longer a default. It is a high-value channel used when:

• There are legal obligations
• Customers are digitally excluded
• Evidence of delivery is required
• Sensitive or high-risk information is involved

The challenge for institutions is to decide:

• When print is required
• Which messages must be printed
• How print fits into automated workflows
• What evidence needs to be recorded

This is why a digital-first, print-secure model is becoming the standard.

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Why Print Is Still Essential for FCA-Regulated Firms

Compliance-Required Communications

Certain documents must be sent in printed form to comply with FCA rules, including:

• Arrears and default notices
• Formal contract variations
• Certain termination notices
• Some types of regulated statements

(FCA Handbook: MCOB/CONC, 2024)

These communications must reach the customer reliably, and print remains the most controlled method.

Durable Form Requirements

The FCA expects firms to provide information in a “durable medium” where customers can store and access it later.

Print naturally fulfils this requirement because it is:

• Permanent
• Tamper-resistant
• Easy for customers to keep and reference
• Accepted by regulators in disputes

Audit-Ready Delivery Evidence

Under SYSC 3.2, firms must show:

• When a communication was created
• How it was delivered
• Whether it was received or engaged with
• What happened if it failed

Email alone rarely provides this level of certainty.
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Print, especially when paired with automated workflows, offers stronger proof during audits or disputes.

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Print in a Digital-First Strategy

Digital Mail for Everyday Communication

Most financial communication should be digital:

• Standard statements
• Non-urgent updates
• Routine reminders

Digital Mail is cheaper, faster, and better for the environment.

But it must operate within a system that recognises when digital delivery is not appropriate or sufficient.

Print as the Fallback Safety Net

Fallback-to-print has become essential in financial communication.

If:

• a message bounces,
• goes unopened,
• fails to reach the customer,
• or the customer requires print,

…a printed version is triggered automatically.

This ensures no customer is left uninformed, a key expectation under Consumer Duty.

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Multi-Channel-Intelligent-Comms Brings It All Together

Modern financial institutions use rule-based multi-channel workflows to manage communication.

Rules can include:

• “IF legally required → PRINT”
• “IF customer chooses digital → EMAIL first”
• “IF urgent → SMS + EMAIL”
• “IF email not interacted with → PRINT”

This approach:

• Reduces operational workload
• Supports compliance
• Reduces complaints
• Ensures consistent customer experience
• Provides full audit trails for FCA reviews

Internal link: This connects directly to Micom CCM and the pillar article.

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The Real Reason Print Still Matters, Trust

Customers Rely on Print for Important Information

Research from UK Finance (2025) shows that customers prefer print for:

• Legal notices
• Insurance documentation
• Sensitive updates
• Mortgage letters

These documents feel more official and more reliable.

Print Reduces Complaints

Missing or misunderstood digital communications often lead to complaints or regulatory cases. Printed communication provides clarity and avoids ambiguity.

Print Supports Customer Confidence

In an era of fraud, scams, and impersonation, print remains a trusted channel that reassures customers they are dealing with their real financial provider.

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FAQs

Does print still matter for financial institutions in 2026?

Yes. Print is essential for compliance, accessibility, and communications that must reach all customers with certainty.

Can banks go fully digital under FCA rules?

No. Digital-only models risk breaching Consumer Duty and accessibility requirements.

How many customers still rely on paper?

Around 12 percent of UK adults remain offline or struggle with digital access (Ofcom, 2024).

Which notices must be printed?

Arrears, default notices, and some contract changes must be delivered in writing (FCA MCOB/CONC, 2024).

How does postal reform affect print?

Reduced delivery days increase timing risk, making automation and fallback workflows essential.

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Key Takeaways

• Print volumes are falling, but regulatory needs are not.
• Financial institutions cannot legally adopt digital-only communication.
• Vulnerable customers depend on print.
• Postal reform increases delivery pressure, not decreases print need.
• Print is essential for compliance, trust, and delivery certainty.
• Multi-channel-intelligent-comms help firms use print where it matters most.

Ready to Modernise How You Use Print?

Discover how Micom helps financial institutions deliver compliant, accessible communication across both print and digital channels.

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Explore Financial Services Solutions

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References

• Ofcom (2024). Annual Monitoring Update, p.10.
• Ofcom (2024). Digital Exclusion Report, p.6.
• Ofcom (2025). Universal Service Reform Proposal.
• Financial Conduct Authority (2022). FG22/5: Consumer Duty Guidance, p.14.
• Financial Conduct Authority (2024). Communications Outcomes Review.
• FCA Handbook (2024). MCOB/CONC; SYSC 3.2.
• UK Finance (2025). Customer Engagement Trends.
• EHRC (2022). Accessibility Guidance.

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