Treating Customers Fairly
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What the FSA are saying
The debate in the industry is about whether the FSA are still serious about TCF. These quotes suggest the are.
Is the TCF experiment over?Read our latest article here
“Fair treatment of customers continues to be very high priority within our Retail Strategy.” Sarah Wilson, Director TCF and Insurance Sector Leader 18/11/08
“I have a clear message here and that is, in such a challenging operating environment, it is particularly important that you focus on the fair treatment of your customers when they go into arrears” Jon Pain, Managing Director, Retail Markets, FSA. 2/12/08
To link directly to the full TCF progress update click here
TCF Progress update - June 2008
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What they are asking
How have you embedded TCF into the culture?
What training has been given to staff? How do you know they understand TCF?
What convinces you that customers are being treated fairly?
How satisfied are you with the levels MI you have put in place?
How is it used?
How will you improve performance?
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Useful links
TCF section of the FSA website
Guide to Management Information
TCF-Culture
Provider-Distributor Responsibilities
Latest update report November 2007
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TCF is as much about how people perform as it is about measurement. This is where we can help by working with your people at all levels to articulate how they lead and deliver the concept of fair treatment. Talk to us now for consultancy or training help from the experts that will ensure you to meet the FSAs December deadline. Ring 01327 858292 or email jayneowen@ctp.uk.com.
To check your approach and share best practice why not attend one of our open courses held in the City of London
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Training staff in what TCF means to them.
Training is our business and we know how make this subject come alive and embed understanding of what TCF means to staff at all levels. This is a two way exercise and through gathering feedback new and better ways of serving customers can be achieved and obstructions removed.
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Evidencing and managing culture.
Our unique assessment tool will quickly help firms to establish where their culture supports and detracts from the goal of TCF. This provides evidence of where you are and can focus efforts where they are needed to change behaviours.
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Working with senior management
We facilitate debate to turn the FSA's outcomes into meaningful statements for their business model. Our independence allows us to challenge assumptions and impart intelligence from the market.
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Preparing for an FSA visit.
Explaining how you have addressed the FSA's requirements is not as easy as it sounds. Ahead of a visit from the FSA we help clients to think through how they know that they treat customers fairly and to explain how the culture of the firm supports this approach.
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Talk to us about your TCF challenges ring Jayne Owen on 01327 858292 or mailto:jayneowen@ctp.uk.com
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