Treating Customers Fairly

This training session teaches you about the importance of treating customers fairly (TCF). The Financial Conduct Authority’s six key customer outcomes, as well as the delivery via the implementation of procedures involving topics such as financial marketing and advising consumers, are all covered in this course.

The FCA wants the culture of a firm to include Treating Customers Fairly. This entails following standards such as providing customers with what they have paid for, avoiding taking advantage of them, offering the greatest product possible, making an effort to resolve customer issues as quickly as possible, demonstrating flexibility and empathy for clients, and being clear in all client interactions.

Firms should also aim to provide their customers with the education they need to make informed financial decisions. The TCF training session will help firms do just that.

The six important customer results as defined by the Financial Conduct Authority, as well as the delivery via the implementation of procedures regarding issues like financial firms that fail to treat customers fairly, may result in significant financial penalties from the FCA and reputational harm.

The topics covered in the course include:

1. What does the FCA mean by ‘Treating Customers Fairly’?

2. The six key customer outcomes of fair treatment.

3. How to meet the FCA’s expectations for client assets and money.

4. The importance of acting with integrity, independence and objectivity in all client interactions.

5. Different regulatory requirements that firms must adhere to when providing financial products and services to consumers.

6. Guidelines for firms on how to provide education to their customers about financial products and services.

By the end of this course, you will have a clear understanding of how to treat your customers fairly in accordance with the expectations of the FCA. You will also know how to deliver the six key customer outcomes and what regulatory requirements you must adhere to when dealing with clients.

You will be able to apply this knowledge practically in your day-to-day work as well as understand the importance of TCF from a business perspective.

This course has been approved as conforming to IFPRU awareness level training for those involved in the promotion of investment business.

Target Audience:  All employees who require a basic understanding in how to treat customers fairly in line with FCA standards and expectations, including frontline staff, managers and senior management.