Treating Customers Fairly

Treating customers fairly is one of the FCA's principles for business. Your firm should be able to demonstrate, through your management behaviours, that it consistently treats its customers fairly. The FCA have defined six consumer outcomes, which explain what they expect you to achieve in terms of fair treatment for consumers.

Outcome 1:

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2:

Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3:

Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale

Outcome 4:

Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5:

Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Outcome 6:

Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Most firms believe they do treat customers fairly but would find it difficult to demonstrate or evidence this. Can you demonstrate your treating customers fairly? Do you struggle with management information or carrying out a gap analysis audit? Do you need help to bring your business up to the standards expected by the FCA for TCF?

We can provide all the support you need to help implement and demonstrate TCF both now and going forward. We can provide help with conducting a gap analysis or preparing management information. It may be you just require one or some of our template documents or would like a TCF themed audit on your business; we can provide the TCF support you may need.

Click here for a free TCF good and poor practices guide.

Please contact us for a no obligation quotation and more information.

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