TREATING CUSTOMERS FAIRLY (TCF)

Treating Customers Fairly is a principles-based initiative which challenges firms operating in retail financial markets collectively to make a step change in their treatment of customers. Through TCF, we aim to deliver improved outcomes for our retail consumers.

The  FCA's six consumer outcomes listed below explain what the FCA expect  the TCF to achieve for consumers.

Outcome 1: Consumers can be confident that they are dealing with us where the fair treatment of customers is central to our corporate culture.

Outcome 2: Products and services marketed and sold in the retail market by us 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 we offer consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Consumers are provided with products that perform as we 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 us to change product, switch provider, submit a claim or make a complaint.