The 45-page Treating Customers Fairly Policy is an FCA-aligned guide for embedding fairness in financial services operations. Built on PRIN, Consumer Duty, and the 2025 FCA updates, it ensures the provision of transparent and suitable products and services, thereby enhancing customer trust and outcomes.
It details the six TCF outcomes, along with processes for product design, sales, support, and complaints, supported by customisable templates, including MI trackers and audit logs. Supporting SMCR accountability and FCA audits, it drives continuous improvement and compliance.
Includes:
Embedding TCF in Our Culture
Senior Management’s Role
Employee Responsibilities
TCF and Consumer Duty Alignment
Overview of TCF Outcomes
Designing Products and Services with TCF in Mind
Customer Suitability and Target Market Considerations
Fair Value Assessment
Customer Communication and Information
Suitability of Advice Given to Customers
Preventing Mis-Selling and Undue Influence
Ongoing Customer Support and Assistance
Identifying and Supporting Vulnerable Customers
Post-Sale Treatment of Customers
Training, Incentives, and Staff Competence
Management Information (MI) and Monitoring TCF Performance
Governance, Review, and Continuous Improvement
The 45-page Treating Customers Fairly Policy is an FCA-aligned guide for embedding fairness in financial services operations. Built on PRIN, Consumer Duty, and the 2025 FCA updates, it ensures the provision of transparent and suitable products and services, thereby enhancing customer trust and outcomes.
It details the six TCF outcomes, along with processes for product design, sales, support, and complaints, supported by customisable templates, including MI trackers and audit logs. Supporting SMCR accountability and FCA audits, it drives continuous improvement and compliance.
Includes:
Embedding TCF in Our Culture
Senior Management’s Role
Employee Responsibilities
TCF and Consumer Duty Alignment
Overview of TCF Outcomes
Designing Products and Services with TCF in Mind
Customer Suitability and Target Market Considerations
Fair Value Assessment
Customer Communication and Information
Suitability of Advice Given to Customers
Preventing Mis-Selling and Undue Influence
Ongoing Customer Support and Assistance
Identifying and Supporting Vulnerable Customers
Post-Sale Treatment of Customers
Training, Incentives, and Staff Competence
Management Information (MI) and Monitoring TCF Performance
Governance, Review, and Continuous Improvement
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