Treating Customers Fairly 

Treating Customers Fairly (TCF) is one of the 11 principles set by the Financial Services Authority (FSA) to ensure fair treatment of customers, by improving standards across the financial industry.

At Platform our customers have always been a top priority.  We have already made good progress and we continue to look for opportunities to further embed TCF within the organisation.

We are committed to fully embedding TCF into all of our processes and ensuring that the fair treatment of customers is at the heart of everything we do.

So what does TCF mean for you as an intermediary?

The FSA expects firms to be able to demonstrate to themselves and to the FSA that they are consistently treating their customers fairly.

TCF is not just about customer satisfaction, it should cover every aspect of your business.  There are a number of things to consider including the following:

Providing training for your staff so they understand what TCF means for your firm and what they can do to support it.

Providing information for customers, that is clear and easy to understand not only in relation to documentation but also to verbal communication.

Ensuring your customers receive the correct advice and get the right product, looking at all their circumstances and needs.

Managing customer expectations, for example making sure they understand reversionary rates and the impact of rate movements.

Getting things right first time, putting things right that might go wrong and understanding why it went wrong to prevent it happening again.

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